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Work Background
SkylightDirector of Customer Service
Jul. 2023
SkylightSenior Manager of Customer Service
Sep. 2022 - Jul. 2023
STW Consulting, Specializing in CX and RecruitingConsultant
Sep. 2020 - Sep. 2022Clients include Amazon, Yardzen, Olive & June, Course Hero Amazon - HR Specialist for Disability and Leave Services
Yardzen - Client Success Specialist, Project Coordinator and QA for client onboarding and final product design
Olive & June - Customer Experience Specialist for email and social channels, Moderator and Masterclass teacher for customer-facing education classes, founding member of Winback Team tasked with reducing customer churn through proactive outreach
Course Hero - Recruiter Highly experienced admin-level user of Zendesk Support, Zendesk Sell, Kustomer, Shopify, Yotpo
Stitch FixStyling Team Supervisor (Senior Management Role), Regional Training Coordinator
Feb. 2017 - Sep. 2020Greater Pittsburgh AreaManaged team of approximately 200 remote stylists and four-six Styling Team Leaders Assessed quality and efficiency performance of stylists and Styling Team Leaders Hired and onboarded new stylists and leaders Developed and implemented trainings, process guides and performance expectations Scaled the region’s team from 40 to 1000 remote employees Launched a fully virtual training program for new hires during COVID-19 Identified and developed stylists and leaders for future roles through proactive talent assessment Conducted regular touch base meetings to inspire, coach and lead team members to meet and exceed key `performance metrics Managed all team operational functions including payroll and coverage. Worked on large cross-functional project teams that impacted the broader Styling organization Retained a strong client service focus and styling skills by styling 10-15 hours per week alongside my team
Stitch FixStyling Team Lead (Mid-level Management), Community Giveback and Events Coordinator
May. 2015 - Feb. 2017Pittsburgh, PADirectly managed a team of 65 remote employees, ensuring the team was staffed to meet business objectives Increased purchase behavior by 25% from 2015-2019 for self and team Lead stylist team through an efficiency rate increase before end of company instituted grace period Drove team KPI to achieve roughly $450k in annual sales Managed 1000+ hours of payroll per week Recruited, interviewed and hired 20-80 employees per month Assessed future talent through consistent performance focused touchbase meetings Worked on large cross-functional project teams that impacted the broader Styling organization Actively manage team performance to meet client and efficiency metrics Develop and execute personalized individual performance management plans Retained a strong customer service focus and the skills of being an expert stylist by continuing to style clients.
Stitch FixSenior Stylist
Dec. 2014 - May. 2015Experienced clothing, footwear and non-apparel stylist for women’s, men’s and kid’s clients.
Vision Source Saxonburg Family Eye CareManaging Optician, Stylist and Frame Buyer
Apr. 2010 - Apr. 2015Saxonburgh, PA
EyetiqueManager
Feb. 2008 - Apr. 2010Shadyside and South Side WorksManaging optician at boutique locations
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