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Work Background
She ServesCustomer Care Expert
Apr. 2018 - Nov. 2024Sydney, New South Wales, Australia• Improved retention as company grew from 2k to 230k+ clients by proactively internalizing offerings catalog, creating a welcoming space in which to communicate, and delivering exceptional service to each individual via email, social media, and membership platforms.
• Curated positive client relationships by quickly and effectively resolving inquiries, concerns, and complaints related to online purchases, membership delivery, and billing discrepancies.
• Maintained a 94% client satisfaction rating, exceeding company goals.
• Coached and guided advanced members in creating digital products, expanding their client base, and increasing revenue, leading to measurable business growth.
• Led customer experience and operational support during the company’s rebrand, facilitating a smooth transition for existing clients and creating an aligned, inviting space for new ones.
• Set departmental training standards by facilitating the development and implementation of Standard Operating Procedures and a departmental onboarding plan as well as onboarding incoming personnel.
• Minimized troubleshooting and influx of support tickets by liaising with marketing team to stay current on new promotions/offerings and performing system testing.
• Ensured company goals regarding productivity were exceeded with regards to client support and satisfaction metrics by generating weekly reports across multiple platforms.
• Oversaw the proofreading, editing, and evaluated the final copy of multiple eBooks and recurring membership retention communication in collaboration with the C-suite.
• Improved sales funnels through targeted copywriting and editing.
• Strengthened team cohesion through the facilitation of inter- and intra-departmental communication and exchange of feedback/updates.
• Managed the growth and engagement of multiple membership groups which catered to varying client segments.
• Built online course products using Kajabi in conjunction with COO and marketing department.
iShine Yoga & WellnessFront Desk Manager
Nov. 2017 - Jul. 2019Charlotte, North Carolina Area• Ensured clients had a positive and consistent ‘first impression’ experience, directly and indirectly.
• Fostered a positive work environment through the prioritization of SOPs and process implementation, conducting regular check-ins, and creating a safe and open channel of communication.
• Aided in the generation of sales by collaborating with the owner and management team on multiple sales/promotions and new product/service offerings.
• Increased service offering awareness by managing the advertising of workshops and events on the studio’s Facebook page and local community groups, and facilitating membership benefit communication.
• Guaranteed an efficient workflow day-to-day through staff scheduling and ad hoc administrative support for the owner.
Liberty SportCustomer Service Supervisor
Jun. 2015 - May. 2017Charlotte, North Carolina Area• Improved team’s operational efficiency and implemented new goals through contributions to quarterly strategy meetings with C-suite.
• Ensured team was meeting or exceeding outlined goals by analyzing and interpreting performance metrics via CRM (Salesforce) and communications platform (Avaya Contact Center). • Standardized day-to-day operations and team’s knowledge of procedures, product, pricing, and sales/service techniques by onboarding new hires and facilitating recurring trainings. • Strengthened team morale by leading with empathy, maintaining an open line of communication, and being open and responsive to constructive feedback. • Fostered positive relationships with customers and improved retention by mitigating escalated complaints, effective troubleshooting, and proactive follow-up.
• Maintained team cohesion by performing applicant interviews and having direct involvement in the hiring process in conjunction with the VP of Sales.
Liberty SportRx Sales Support Team Lead & Specialty Agent
Mar. 2015 - May. 2017New Jersey• Strengthened customer retention and cultivated a positive business-to-business (B2B) relationship in both US Retail and Canadian Sales Divisions in direct collaboration with the C-Suite by acting as point-of-contact for clients and resolving escalations quickly and efficiently.
• Maintained day-to-day operations by absorbing supervisory functions and assisting with troubleshooting in the absence of the Lab Manager. • Improved daily workflow by creating and implementing internally and externally facing communications and trainings as well as maintaining staff understanding of policies and procedures.
• Ensured departmental metrics were met or exceeded via reporting on multiple CRM systems (Salesforce, AS400) and process improvement in cooperation with the Lab Manager.
Liberty SportOptical Lab Technician/Expediter
Aug. 2014 - Mar. 2015New Jersey• Facilitated and maintained inter- and intra-departmental communication by operating as the liaison between the Prescription Eyewear and Optical Laboratory Departments.
• Enhanced customer experience by utilizing applied optical knowledge to assist Customer Service agents with prescription eyewear questions and assist with resolving escalations.
• Minimized customer complaints by managing order prioritization and delivery, exceeding metrics (i.e. lead time, cycle time).
Liberty SportIndependent Contractor (Remote)
Aug. 2012 - Aug. 2014• Ensured prescription eyewear orders would be accurately processed through data entry into a CRM system (AS400).
EMCOOffice Manager
Aug. 2012 - Jun. 2014Carnegie, PA• Maintained office services by acting as first point of contact, organizing office procedures, overseeing supply requisition, and performing ad hoc administrative support for firm’s multiple partners. • Fostered positive working relationships with high-profile clientele by facilitating claim resolution and acting as customer liaison. • Ensured contract compliance by managing accounts receivables via QuickBooks and MS Excel.
Applebee'sServer
Jan. 2011 - Jul. 2012Flanders, NJ
Edison Wetlands AssociationConservation Intern & Assistant Program Coordinator
Sep. 2010 - Dec. 2011Edison, NJ
Active Care Physical TherapyInternal Marketing Representative and Physical Therapy Aide
Nov. 2009 - Dec. 2010Rockaway, NJ
NJ Fish and Wildlife, Endangered and Non-Game Species ProgramSeasonal Wildlife Biologist
Jun. 2009 - Nov. 2009Clinton, NJ
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