Stephanie Burda Email & Phone Number

United States

Chicago, Il

• Managed a high volume of customer accounts with expert product knowledge and familiarity with market trends• Resolved all experience, product, and billing escalations while maintaining strong relationships with new and longtime customers• Provided best in class customer support for hundreds of users; closing 500 Zendesk contacts weekly with swift response time and a strong phone presence• Owned NPS and customer satisfaction metrics for Sittercity customers and develop plans for addressing dissatisfied customers• Mediated user-to-user disputes and sensitive incident reporting • Triaged and documented technical issues and feature requests for app and web-based platform• Provided 5 years of consistent, sitewide Trust and Safety support, specializing in tracking fraud, identifying high-risk users, and identity verification• Supported the Community team with sensitive escalations, user reviews and relationship-building • Collaborated cross-functionally with product, marketing, tech, business development, and UX teams• Led team of 5-10 Customer Success Advocates through training, legacy knowledge, and product demos; approving all timecards • Structured and executed all new-hire onboarding • Documented all processes and software demos **I have extensive experience with early-stage start-up environments and remote operations**

Chicago, Il

• Writing, editing, and iterating on UI text, feature names, and in-product tips to drive feature adoption• Communicated with UX designers, PMs, content managers, and engineers to maintain a consistent, authentic brand voice• Created evergreen content for weekly blog posts and email distribution• Produced short form video content to educate + introduce users to two newly released product features (Availability + Request to Interview)• Drafted creative CTAs for weekly membership email distributed to 190,000+ customers, successfully achieving a 2% weekly subscription conversion• Produced instructional onboarding videos from concept to post-production - distributed to 100 applicants/week

Chicago, Il

• Conceptualized and produced 2017 Giving Tuesday Campaign, highlighting CWHC programs and wishlist• Contributed copy to accompany year-end appeal to be later distributed through “e-blast” and social media channel• Assisted in the production of CWHC’s e-newsletter, website, social networking sites and other client-facing communication efforts• Completed data entry and analysis for client satisfaction and demographic surveys; observed qualitative pulse on confidential patient feedback

Chicago, Illinois, United States

• Produced over 25 student engagement programs and events and coordinated all community partnerships • Managed the operations of Plymouth Fitness Center and staff of 8 student workers

Chicago, Il

• Developed original multimedia promotional content for nonprofit specializing in leadership and fitness for girls• Directed, photographed and edited event videography for annual gala, highlighting Leo Burnett #likeagirl campaign, Israel Idonije of the Chicago Bears, and a successful fundraising effort worth over $270,000 • Produced promotional content for Summer Camp Appeal campaign, highlighting donor request to fund leadership opportunities for participants • Produced and edited staff training videos and multimedia resources for volunteers

Berwyn, Il

Chicago, Illinois, United States