Veronica C. Email & Phone Number

After demonstrating both empathy-driven support and management, I became Podia's Director of Creator Support. In this role, I took on finding ways to mitigate volume through self-service resources, improving macros, and taking on a more active role in Leadership with our CEO, CTO, and CMO. I also took over hiring for our department. Due to a growth boom for our product because of the Pandemic, I scaled our team from a three person operation to a 9 person operation by the end of 2020. Over the last few years, I've set up internal quality assurance systems to facilitate coaching and accountability, helped our team maintain a median 1 minute, 48 second response time, and also helped team members set goals toward Lead and Senior level promotions on the team. To date, Podia's Support remains World Class tier and I've been proud to foster a team that cultivates raving fans of product and support alike.

After adding a couple of new faces to the team, I became our Lead agent. In addition to remaining in our live chat queue and maintaining a response time under two minutes, I also coached and managed three reports beginning in 2019.

At Podia, I was the very first Support hire and built the team from the ground up. I set the tone for live chat support via Intercom, as well as set up all customer-facing help docs, internal knowledge documentation and best practices, and provided migration support for customers moving from competing platforms to Podia.

Chapel Hill, Nc

Worked primarily with the Center for AIDS Research and Lineberger Comprehensive Cancer Center.-Assist PD/PI with grant and progress report routing and application forms via Cayuse, ERA Commons, UNC RAMSES system-Prepare budget outline for grant and progress report submissions-Create and maintain Qualtrics user survey for entire CFAR program at large and individual CFAR Cores-Coordinate CFAR Core Director and Admin meetings on a monthly basis-Assist in special CFAR event coordination (Virology Colloquium, Nobel Lecture, Advisory Board meetings, NIH Site Visits, National CFAR meeting to be held in Autumn 2018)-Coordinate travel bookings and reimbursements for CFAR Director, members, and director’s lab

Greater Denver Area

-Answered incoming member inquiries via ZenDesk within a 24 hour response time-Helped identify any site bugs for UX team-Sent proactive outreach e-mail to members regarding eCommerce and class releases tailored to individual customer interests-Special project: Tracked average purchase percentages/trends to better curate loyalty and marketing sends-Met with Marketing team to further develop customer loyalty program-Created searchable, shareable team resource portal for best practices

Rock Hill, Sc

Uploaded photos, tags, information, and pricing of items going in the gallery's online marketplace.Greeted customers of gallery shop and gallery space and gave them info on the pieces.Maintained cleanliness and organization of gallery's shop.Did hangings and installations of upcoming exhibitions.Curated show of works featuring five up and coming female artists.

The Peace Center For Performing Arts: Greenville, Sc

Contacted The Peace Center's subscribers and donors about the annual Broadway Series. Explained pricing discounts, ticketing options and what the five upcoming shows would be.Worked on donor campaign for upcoming year.Met weekly donor and sales goals.Maintained clerical duties and organized leads.

Rock Hill, Sc

From Oct 2008-Nov 2008: Called anonymous citizens for SCETV’s annual election poll on political leaningsCalled CLTC/Medicare patients in South Carolina about conditions and possible improvements within the programTook sensitive, confidential answers and ensured that anonymyity was maintainedCompiled results and claims using CATI interviewing software

Rock Hill, Sc

Assisted Professor Paulino in research tasks for her dissertation toward Ph.DTranscribed handwritten letters and printed texts in Portuguese, German, Spanish, and Italian for legibilityOrganized and scanned her research files via computer and physical fileFound supplemental research via online databases such as JSTOR, Google books, and library sources