Stephanie Rice-Hoffner Email & Phone Number

New York, United States

New York, United States

- Led support team through multi-million dollar acquisition, meeting regularly with the Head of Customer Support and a new team manager to secure a smooth transition - Identified KPIs to measure the team’s overall and individual performance, taking into account metrics like median time to respond, number of messages exchanged to reach resolution, and customer satisfaction surveys- Collaborated with the Prelude Sales Manager to train product specialists in how to qualify inbound leads in response to the enormous influx of new leads generated by the acquisition announcement

- Promoted to Support Lead, responsible for ensuring constant Intercom coverage during support hours and setting up away messages and vacation hours- Made key decisions on support strategy, such as how to ensure responsiveness to customers during company-wide meetings and events and ensured meeting of SLAs- Drove process improvements by establishing regular collaborative meetings with leaders on the engineering, sales, customer success, and product teams- Ensured success of other support team members through weekly team and individual meetings with Customer Support Specialists as well as the Head of Customer Success

- First hire on the support team - handled all incoming customer inquiries, primarily via Intercom and Jira for smooth collaboration with the engineering team- Developed and documented our process for handling customer inbounds as part of an expansion of our internal wiki (via Confluence) to create a Product Knowledge Base for the growth team- Implemented a system for triaging questions, product feedback, and technical issues based on factors such as overall customer health, contract size, and number of open bug tickets- Trained every new hire (regardless of team) in our obsessive approach to customer satisfaction and product support, and how to do so using Intercom - Built the Customer Support training program, constantly incorporating feedback from each new trainee in order to maximize clarity and efficiency

- Complete project-based work in a variety of areas to assist the executive director- Use iMovie to create YouTube videos in order to promote online content- Upload, edit, and manage gallery inventory using online software 1st Dibs

- Managed schedules, classwork, and homework for 7 different students ranging in age from 6 to 16- Facilitated weekly grade checks to assess areas of potential concern and maintain minimum GPA of 3.0- Marketed myself to clients and grow the business, resulting in the generation of over $14,000 in revenue

Greater Minneapolis-St. Paul Area

- Led on-campus fundraising efforts, managing a team of five in soliciting donations from students and staff- Recruited and trained the largest number of volunteers in Senior Class Gift history: 80, spanning all class years- Programmed 13 stewardship and recruitment events, handling conception, publicity, staffing, and budgeting

Greater Minneapolis-St. Paul Area

- Organize volunteer training events; lead and train over 50 student volunteers in soliciting and educating classmates- Research campus attitudes by acting as a conduit between the student body and the institution, so that the institution can be more responsive to community needs- Host events, design floor plans and activities, order catering, and contract with vendors

Greater Minneapolis-St. Paul Area

- Designed and implemented training for over 140 employees, supervising shifts of up to 25 callers at one time- Utilized donor relation databases to identify and solicit potential leadership-level donors- Performed performance reviews of employees, intervening to maximize potential and maintain 35% conversion

Greater Minneapolis-St. Paul Area

- Contract artists (local and national), working within a $60,000 budget, to perform shows at Macalester - Coordinate catering, external entertainment, green room accommodations, and travel plans for artists- Plan Springfest, Macalester’s annual music festival, which brings 2-3 nationally recognized artists to campus and is attended by over 2,000 members of the Mac-Groveland area community

Greater Minneapolis-St. Paul Area

- Work with my co-orientation leader to lead a group of 16 first year students through the orientation process- Provide a safe and comfortable environment for new students to become acclimated with Macalester- Facilitate discussions on safe drug and alcohol use, as well as sexual assault prevention and procedures

Greater Minneapolis-St. Paul Area

- Created membership mailings designed to increase giving through stewardship - Used social media accounts and Mailchimp communications to drive attendance and publicize arts opportunities- Planned, worked, and assessed gallery events such as openings, private parties, and tours

Greater Minneapolis-St. Paul Area

- Designed an image guide to travel with Ken Gonzales-Day’s Shadowlands, City Pages’ Best Exhibition 2017- Supported and trained 40 volunteers, collaborating to create thoughtful and responsive volunteer training - Independently operated the gallery space, acting as point person for all guests and volunteers

Delray Beach, Fl

- Utilized SEO strategies to identify key words in order to optimize website traffic - Created content for and corresponded with 60 different clients on a weekly basis- Clarified branding and marketing strategies necessary for creating meaningful and enticing content

Greater Minneapolis-St. Paul Area

- Work with Macalester's Program Board to plan events for first-year students and the greater Macalester community- Help other coordinators with whatever they may need to plan their events, in addition to shadowing them in order to learn more about the responsibilities of each position on the board- Build community among the first-year class

Greater New York City Area

- Create and implement floor plans, set up for events, and ensure smooth communication between clients and vendors- Foster meaningful relationships between Successful Affairs and the spaces used in order to provide clients with the best possible care