- Team lead/support for 12 Customer Experience agents. Answer team inquiries in the manager’s absence, update associates on workflow changes, create presentations for team meetings, and provide critical feedback.- Work collaboratively with the Product team to support the execution of operational projects and initiatives, including testing, piloting, roll-out, and sustainment phases, resulting in improving customer experience.- Monitor, track, and report on the progress of 25 Customer Experience agents weekly, ensuring they adhere to SOPs and workflow for quality assurance reviews, resulting in an increased rate of customer satisfaction.- Manage 70-90 customer accounts daily, intake prescriptions using EMR systems, resolve insurance rejections, and obtain payments from insurance companies, improving customer satisfaction.- Handle inbound/outbound communication through different channels.- Collaborate with the Customer Delivery team to handle delivery-related issues and assist logistics teams in new markets as they scale.

- Handled inbound/outbound communication for approximately 30-40 clients daily, resulting in improved customer relationships and satisfaction.- Managed client accounts and payment records, resulting in accurate record-keeping and improved financial stability.- Mentored new staff on correct procedures, compliance requirements, and performance strategies, resulting in improved team performance and efficiency.- Collaborated with 2 departments to assist with coordinating event operations, resulting in improved event coordination and customer experience.

- Manage and supervise a team of 5-6 employees, ensuring they provide exceptional customer service and achieve performance goals.- Analyze data and prepare reports to optimize occupancy rates and revenue, and make recommendations to senior management.- Coordinated event logistics, including setup and breakdown, and ensured events were executed smoothly and efficiently.- Provided support for on-site event management, including setup, breakdown, and problem resolution.- Managed event materials, including contracts and budgets.- Answered incoming calls and emails from customers to make and modify room reservations.

- Coordinated office operations, including scheduling, record keeping, and procurement of supplies.- Assisted project managers in project coordination, including building client portfolios, scheduling routes, budgeting, and project reporting.- Managed client and vendor relationships, including responding to inquiries and resolving issues.- Provided support to senior office staff, including administrative tasks and report preparation.

- Provided individualized assistance to students and their families in the financial aid process, including completing the Free Application for Federal Student Aid (FAFSA), and New York State Tuition Assistance Program (TAP), reviewing awards, and answering questions about loan repayment options.- Collaborated with academic departments and other campus resources to ensure students are informed about all financial aid opportunities.- Maintained accurate and up-to-date records of student financial aid information, ensuring compliance with federal, state, and institutional regulations.

- Managed all aspects of restaurant reservations, including online and phone bookings, walk-ins, and waitlist management.- Trained and supervised a team of reservation specialists to ensure accurate and efficient operations.- Analyzed reservation trends and data to optimize seating capacity and minimize wait times for customers.- Collaborated with the kitchen and service staff to ensure a seamless dining experience for all customers.- Developed and implemented strategies to improve customer satisfaction and increase repeat business.