• Leveraged in-depth product knowledge and advanced internal tools to troubleshoot and resolve complex issues related to the NYT apps, customer accounts/billing, and user privacy concerns• Conduct reporting on team productivity and efficiency metrics, including Customer Effort Score (CES), Service Level Agreement (SLA) adherence, Emails Per Hour (EPH), and Average Handle Time (AHT) • Effectively resolved newspaper delivery issues by communicating with empathy, providing clear solutions, and ensuring high levels of subscriber satisfaction and loyalty • Collect and report user feedback to the NYT product team, relaying user feedback, reporting technical bugs, app UX insights, and key feature requests to drive product improvements• Enhance the overall subscriber experience by delivering expert knowledge across all New York Times physical and digital products, cultivating brand loyalty and engagement

• Investigated and rectified complex billing cases by examining account histories of digital and print subscribers, determining financial liability, and ensuring accurate resolution • Interpreted invoice histories for print customers on live calls and negotiate balances in collections• Applied critical thinking to recover lost customer accounts by investigating transactional records along with user behavior, using CRMs such as Chase Paymentech, Microsoft Dynamics AX, SugarCRM, and Citrix• Collaborated with engineering team to recover lost customer accounts and locate/combat fraudulent activity, demonstrating strong problem-solving skills and attention to detail• Collaborated with the billing team to update and improve NYT’s library of Zendesk macros, contributing to more efficient internal processes and better support scalability

• Managed and triaged pet emergency claims with high level of efficiency and empathy• Conducted thorough reviews of potential pet emergency cases (reviewed video calls, live chats, pet medical records and SOPs) for fraud and violations of company Rules and Regulations (financial risk management)• Creatively problem-solved in live-time to resolve pet emergency and member issues across all communication channels (phone, live chat, email, SMS – Aircall & Intercom)• Provided new member onboarding with step-by-step guidance of web and mobile app functionalities• Drove forward Pawp’s newest products and initiatives to prospective and existing customers• Cultivated and built positive, long standing professional relationships with partnered pet clinics and hospitals • Spearheaded a debt collection project to recover losses incurred due to vendor error

• Implemented consultative sales strategies while providing fundamental life insurance education to move 80+ prospective buyers (leads)/ month to application (over the phone) • Ensured exceptional customer experience by providing comprehensive product knowledge and by educating buyers on the life insurance underwriting process (phone, email, and SMS – Five9 & Zendesk)• Advised and matched leads with best product for meeting their financial, estate planning, and familial needs• Collaborated with cross-functional teams (case managers, customer success and client experience agents) to guarantee a seamless customer experience and insurance policy delivery• Collected feedback and reported on needs improvement areas in order to increase efficacy in sales quotas

• Converted dozens of leads into top tier, long-term customers with average $5K+ spent on each membership annually• Strategically matched leads with the best fit trainers to ensure customer satisfaction and foster customer relationship loyalty• Resolved a range of customer issues efficiently and effectively (billing concerns, cancellations, dissatisfaction with trainer’s service or conduct, tier upgrades, gift orders, special requests, etc.) • Cultivated strong professional relationships with both clients and personal trainers on the marketplace• Analyzed and tracked customer feedback to identify customer trends and market behavior

• Strengthened student competency of a range of subjects with continuous one-on-one tutoring guidance (Subjects include: K-12 English, Writing, Math, Science, Chinese, Spanish, and Standardized tests – NYS Regents, SHSAT, ISEE, SAT Verbal, SAT Math) • Identified each student’s educational needs and prepared individualized learning plans to target each student’s area of improvement •. Coached students to build self-confidence by expanding their knowledge of subject area•. Efforts resulted in multiple student acceptances into top choice NYC specialized public high schools and an average score increase of 100 on the SAT

• Managed and tracked personal donor information and contributions for 1500+ constituents using Etapestry fundraising database and by filing paper documents• Conducted detailed prospective donor and foundational research to solidify guests for the 2016 Annual Gala • Produced paper print for cultivating donor relations (solicitations, acknowledgement letters, Gala invitations) • Assisted in the planning and execution of the 2016 Gala, resulting in a successful event raising over 100K Commended for excellence in organizational skills, attention to detail, and capacity in the role