Raven B. Email & Phone Number

New York, United States

New York, New York, United States

• Orchestrated event planning and operations pivotal to the successful launch of a new weekly public radio show.
• Managed project timelines, scheduling, and asset approvals for a cross-functional team of designers and developers rebranding and rebuilding a website within a three-month timeframe.
• Directed off-site events, managed talent relations, and facilitated the production of public radio recording sessions, ensuring seamless travel and accommodations for guests and staff.
• Managed end-to-end operations of the donor CRM system, including the development of fundraising target lists and conducted extensive data cleansing by identifying and purging thousands of incomplete or duplicate records.
• Led accounting initiatives to enforce budgets, approve expenditures, and assist in audits.

Brooklyn, New York, United States

User research, content strategy, copywriting, website and mobile design for clients in music, publishing, film and tech.

Brooklyn, New York, United States

• Revamped marketing outreach strategies, engaging over 500 local co-op members and enhancing community involvement.
• Cultivated a beloved brand voice in email communications, driving sales by promoting new items and exclusive deals to our customer base.
• Managed all aspects of in-store operations, including inventory management and vendor relations.
• Developed workforce planning and training programs for 175 active volunteers, optimizing team performance and community engagement.
• Represented the Voice of the Customer to the board, advocating for member-owner interests and calling for a successful vote to increase price margins, implement a tiered pricing model (with discounts for working co-op.

New York, New York, United States

• Pioneered and directed an innovative profit-share retention program, recouping an average of $1.2 million annually in sales by preventing cancellations of wine club subscriptions.
• Spearheaded organization-wide transition to the Salesforce Lightning platform, establishing new CRM workflows and reporting capabilities to enhance operational efficiency and customer insights.
• Collaborated closely with the marketing team to align customer expectations, optimize self-service usage through effective CTAs in emails, and develop winback and onboarding drip campaigns, ensuring consistent brand.
• Implemented company policy changes that resulted in an 80% reduction in credit card disputes and decreased dispute handling time from approximately 20 hours to less than four hours per week.
• Led data analysts to develop detailed, segmented retention reports tracking performance by agent and retention offer, and customer lifetime value (LTV) across different subscription plans.

• Led and expanded the support team during the launch of wine club subscription services, overseeing the implementation of multi-agent live phone support and rollout of partnerships with New York Times, Williams-Sonoma.
• Played a pivotal leadership role in developing customer self-service and agent admin portals, optimizing efficiency and empowering both customers and agents with intuitive tools and resources.
• Successfully rehabilitated online reputation management efforts, raising our BBB rating from F to A+ through strategic initiatives and customer-focused service enhancements.
• Implemented bespoke, automated reporting, dashboards, and regular performance updates to drive team efficiency and success, leveraging data insights to develop actionable strategies and celebrate achievements.
• Spearheaded the deployment and optimization of the Serenova telephony system, including KPI reporting, IVR programming, and audio greeting customization.
• Managed full-cycle recruitment and training processes, conducting interviews, hiring new talent, and conducting performance evaluations to maintain a diverse, high-performing team including supervisors, full-time.

Greater New York City Area

• Developed strategic partnerships with over 140 domestic wineries in California and the Pacific Northwest for a rapidly growing New York-based startup in the wine e-commerce industry.
• Facilitated engaging promotions and offers for our membership base of wine enthusiasts, ensuring my accounts reached a dedicated audience.
• Managed comprehensive logistics for successful sales, including inventory transport, contract negotiations, and detailed sales reporting.

Greater New York City Area

Greater New York City Area

User Experience Design

Gained proficiency in research methods, user interviews, task analyses, usability testing, data synthesis and design systems. Worked.

Wset Level 3 Advanced Certificate With Merit, Wine

As a graduate of the Advanced level Wine & Spirits Education Trust course, I learned the key factors in the production of wine, including.

Level 2 Wset Intermediate Certificate With Merit, Wine And Spirits, Wine

B.A., Sociology

Activities and Societies: Sociology Honors Program, WMUC 88.1 FM, Maryland Food Co-Op, Visions in Feminism