•Decreased support ticket volume from 30 tickets per agent to 15 or less per agent in one quarter•Established and currently oversee CX dept. KPIs and metrics for customer health; >70% healthy customers•Actively manage Technical Support Analyst (direct report) in role as CX-ENG dept. liaison•Created and maintain CX Team playbook for customer benchmarks and troubleshooting scenarios•Oversee inter-departmental procedures, i.e. late payment policy (Acct.), Product Improvement Week (ENG)

•Actively provided ongoing product and marketing training and insights to >300 brand and agency customers•Increased customer response rate from 10% to 50% in 4 months, then to 60% - 65% in one year’s time•Created and oversaw full customer life cycle process from Post-Sales to Renewal•Reported weekly CS metrics to company’s General Manager; monthly to company C-suite

•Oversaw full cycle workflow of all client general merchandise ads from planning through release•Created and implemented process for multi-team project management tool; maintained use and training•Facilitated problem-solving for clients and internal teams through creative ad reviews for print and online ads•Led production of in-house apparel line, incl. information compilation, scheduling, client reviews, and overseeing work by studio and merchandising teamsPureRED has the unique ability to help clients move forward.We are the leading Marketing Service and Technology Partner creating and delivering digital content and customer experiences at the scale, speed and precision required by large enterprise retailers and top consumer marketers.Today, our 500+ tireless experts in Technology, Strategy, Creative and Digital Production are working at a ferocious pace for 14 of the largest 25 retailers and many iconic consumer brands.

•Managed and organized eRecruit database for 1000+ candidates in the customer service, medical, administrative, and legal fields•Interviewed 15 – 25 candidates per week for active job postings and provided resume and client interview preparation coaching

*Laid off due to COVID-19*•Supported approx. 35 clients, incl. hiring needs and employee quality assurance•Managed and organized Salesforce database for 300 candidates in the legal field•Interviewed 15 – 25 candidates per week for active job postings and provided resume and client interview preparation coaching•Ran LinkedIn marketing campaigns for open jobs and industry knowledge sharing

•Conducted data analyses for SAT, ACT, SSAT, and ISEE score diagnostics to build effective tutoring programs for families•Led tutoring program support to approx. 90 families in their one-on-one tutoring programs•Directed outreach for 200+ prospective families per month to register them for diagnostic tests using company database; held highest sales record for two consecutive months

•Managed customer budgets responsible for > 50% of company profit to maximize the highest return on investments•Built reports with weekly data analytics to provide key insights to customers’ store activity using company platform and Tableau•Led weekly and monthly action plans to support customers in analyzing retail trends, consumer habits, and industry competition•Led ongoing training and payroll assistance to remote teams of 10 – 350 brand ambassadors

*Laid off during company downsizing*•Directed outreach for 20+ new clients per month; maintained outreach for 100 current clients•Managed company president’s schedule with up to 20 tasks per day through Salesforce•Drove new client outreach and ongoing client support for quarterly profits of $600,000

•Organized over 30 program events for 80 interns; coordinated transportation and catering•Tracked weekly attendance and analyzed intern survey feedback to improve future events•Designed presentations for networking events with over 70 employers, program donors, and alumni•Conducted 8 public relations visits with the Director to ensure employer and intern success

•Engaged in interdisciplinary topic, "The Question of Privacy" •Conducted independent research on whistle blowers and their impact on privacy policies•Attended weekly workshops and presentations given by faculty and students•Presented short play as a final research project called "Ed's Legacy"

•Mentored approx. 96 students per semester in how to improve their academic essays•Learned techniques for tutoring non-native English speakers in weekly staff workshops•College Reading and Learning Association Level 2 certified

•Reviewed and made recommendations for 35 grant proposals with $100,000 operating budget•Researched financial safety nets for 35 grant applicants to refine recommendations•Composed grant cycle summary for Board of Directors review•Designed new score sheet to streamline the grant cycle recommendation process

•Onboarded healthcare experts and increased campaign involvement•Led correspondence with newspaper editors for press release coverage•Edited and reviewed Op-Eds for local newspapers

•Set daily goals and organized canvassing routes for up to 5 crews•Trained 25 new recruits in canvassing techniques•Collected an average of $200 daily through door-to-door canvassing