Assist customers with pre- and post- sale support through email, chat, phone, and all social media platforms. Assist with order fulfillment, customer management, and inventory management usingShopify and Quickbooks Commerce platforms. Liaise between all other departments to ensure that customer feedback, both objective and anecdotal, helps to inform product development roadmap, web enhancements, and marketing efforts. Lead a change in the departmental mindset to help drive toward a proactive rather than reactive method of serving the customer base. Provided an audit and redesign of the company's customer-facing help center, developed a suite of macros to increase efficiency & scalability and helped to provide more structure & policy to help better serve the customer. Lead an exploration into a PDP UX redesign to provide more clear and concise communication to the customer. Created and leads bi-weekly calls to help promote companywide community & teambuilding through 'watercooler' conversations.

Lead the pivot to a more engaged internet presence to help continue to serve the customer base during the peak of COVID-19, resulting in a 540% increase in online sales YTD. Created an online appointment booking tool for all service appointments. Provided a safe and accommodating environment for customers during sales interactions. Increased customer engagement on social media outlets through direct interactions with their audience.

Managed product communications across all interactive touch points from brief, to iteration, to packaging for GA release within global physical retail. Planned the content lifecycle, managed agency partners, and lead the redesign of the digital UI and physical UX for use in 7000+ global retail fixtures.

Managed the sourcing and distribution of global retail content within global physical retail. Developed and managed a retail testing lab to ensure consistency and quality across all global retail fixtures. Owned the development, activation and management of a global point of sale database. Partnered with stakeholders and agencies to ensure continuous integration of the database.

Provided help desk support for physical retail throughout North America. Helped bring up functionality from 41% to 98% through initiating and managing a ticketing system, phone support system, and a self-help website. Wrote, filmed, and edited repair and maintenance videos. Created detailed instructional manuals in support of the launch and maintenance of multiple physical retail platforms.

Serviced and repaired Apple computers for small businesses and residential clients throughout greater Boston. Built and maintained client servers. Performed Windows to Mac conversions on a large scale.

Provided empathetic, in person help desk support. Performed on the spot triage of Mac software and hardware issues with everything from iPods to Xserves
. Repaired software and hardware failures/damages on both Apple Desktops and Apple Portables
. Worked with a team to achieve corporate goals
.

Worked closely with art directors on new business pitches
. Created design mechanicals for print ads. Performed various tasks of ad production: art buying, color correction, silhouettes, image manipulation, typography
.