Provide on-site, customer-facing support with a primary focus on troubleshooting technical issues. Set up and break down equipment at events including computer systems, cables, trusses, barriers, etc. Prepare registration materials for events with up to 10,000 participants.

Cased, sorted, and prepared all classes of mail and parcels in sequence of delivery along an established route. Handled undeliverable mail in accordance with established procedures. Delivered mail along a prescribed route, on foot or by vehicle, under varying road and weather conditions. Maintained professional and effective public relations with customers and others, requiring familiarity with postal laws, regulations, products and geography of the area.

Led 2 concurrent teams of 30+ part-time customer service representatives with emphasis on enhancing the customer experience and providing support through email, phone, in-person, and social media interactions. Continued to lead customer support efforts throughout the pandemic as the organization pivoted from in-person to virtual events and offered resolutions to customers for canceled events with reduced staffing.Worked with stakeholders throughout development and implementation of events with a focus on the customer experience. Oversaw registration and production of participant race numbers for 50+ events throughout the year including the New York City Marathon consisting of 60,000+ registrants alone.Coordinated with the Finance Department in processing of biweekly staff payroll, preparation of quarterly department budgets, and review of procurement contracts, including the creation of purchase orders and submission of vendor payments.Collaborated with IT in testing, troubleshooting, and rollout of digital initiatives including a new e-commerce platform, full migration to a new CRM system, and implementation of new virtual products.Prepared training materials and provided end-user training. Built reporting in Salesforce and provided metrics on customer issues and sentiment to the CEO and senior leadership team on a weekly basis.

Concurrently managed two customer service teams of 25+ part-time representatives providing support via email, phone, in-person, web chat, and social media channels to participants in 50+ events throughout the year including the TCS New York City Marathon. Streamlined scheduling procedures to ensure minimal service response times and success of high-profile events. Produced monthly reports for CEO and senior leadership team, working to identify opportunities to improve marketing performance and customer experience. Maintained and updated content in online help center and articles.

Provided front-of-house customer service handling customer inquiries regarding membership, weekly races, special events, and more. Streamlined and oversaw premium request and collection process, minimizing wait time between events and delivery to the customer. Created a fun, positive, and informative experience for patrons.

Coordinated with allocation planners on merchandise pricing and timing of promotions and markdowns. Reviewed, prepared, and keyed weekly and seasonal discounts to take effect on JCrew.com and retail stores in the US and foreign markets. Received and resolved pricing issues reported by store associates globally.

Provided guidance and management for Customer Support staff to anticipate conflicts and facilitate resolution in accordance with applicable policies and procedures. Supported team in their efforts to achieve success and obtain personal and business goals.Assisted, advised, and supported clients. Took preventative and proactive measures to offset concerns to maintain a high level of customer service.

Acted as project manager for all technology initiatives from conception to implementation with emphasis on mapping workflows, drafting requirements and specifications, quality assurance testing, and data validation. Coordinated with corporate software development and technical services teams as well as external third-party vendors to prioritize projects adhering to compressed timelines.Developed understanding of underlying technology in in-house systems and applications and their implications in business operations. Collaborated with management teams and end users to collect technical requirements and make recommendations to drive overall improvements in business processes.Communicated development efforts and status to internal and external end users. Provided and conducted training on system processes, workflows, and procedures.Utilized data repositories to provide ad hoc statistical and management reporting. Identified and provided solutions in correcting gaps in data integrity.Acted as the primary resource for support of the case management platform. Researched, analyzed, and troubleshooted software and hardware issues reported by both internal and external users.

Collaborated with team leaders to ensure daily operations and responsibilities were fulfilled with the ultimate goal of providing uninterrupted service to customers.Reviewed and analyzed new case filings to identify the issues in dispute and possible opportunities for resolution.Built successful professional relationships and rapport with clients, insurance adjusters, doctors and attorneys to foster a speedy resolution and appropriate management of cases.Negotiated settlements between attorneys, medical providers, and insurance carriers to resolve legal conflict and reach a fair and amicable resolution in accordance with rules and regulations.

Managed, researched, and analyzed a rolling inventory of over one thousand pending, active no-fault cases. Reviewed, verified, and processed applications for no-fault medical benefits.Provided customer service by telephone, written and electronic communications. Addressed questions and concerns from claimants and medical providers regarding claim status and the no-fault filing process.Trained new employees on adjusting and processing no-fault claims according to state regulations.

Participated in early developmental stages of a new robotics program. Mapped and modeled system flows and implemented design into working code in Visual Basic.Enhanced module of an existing in-house application used for registering chemical samples.

Redesigned internal company website, providing a more user-friendly layout and simplified navigation.Composed and maintained FAQs for company's product in the form of user manuals and interactive online decision trees.

Provided general desktop support for bank’s users. Installed and configured computer hardware and software based on users’ profiles.