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Work Background
MPBCustomer Experience Team Leader
Jan. 2023Brooklyn, New York, United States- Lead a team of 14, including Trainers and Senior Advisors, to deliver exceptional service across multiple channels.
- Optimized team processes using analytics, improving efficiency and increasing Trustpilot scores to 4.8.
- Collaborated with product and engineering teams to enhance platform features, participating in user testing and feedback loops.
- Supported the implementation of performance reviews and KPIs by creating strategies and resources that positioned the team for success in meeting and maintaining established benchmarks for service excellence and professional development.
MPBCustomer Experience Training and Development Specialist
Feb. 2022 - Jan. 2023Brooklyn, New York, United States- Designed and facilitated onboarding programs, enabling seamless integration for new team members.
- Enhanced internal knowledge base, improving team efficiency and customer resolution times.
- Designed and facilitated training initiatives that enhanced team engagement, improved performance, and contributed to elevated customer satisfaction levels.
MPBCustomer Experience Advisor
Nov. 2019 - Feb. 2022Brooklyn, New York, United States
Various Production Companies Freelance Video Producer
Jun. 2019Depending on the job, client, and scope of work I have filled many roles on set from Director to Production Assistant. I've worked extensively with the grip and lighting departments. I'm also familiar with Sony, Canon, and Panasonic cinema and mirrorless camera systems and have worked as a camera operator and camera assistant. I also have experience editing.
Journey Home PicturesCommunication Specialist
Apr. 2019 - Dec. 2021Greater New York City AreaI helped to keep everyone organized and on the same page while assisting in drafting business pitches, generating press coverage and developing marketing campaigns. I ran the company blog and social channels, developed custom content for each platform.
The Boston GlobeSports Correspondent
Sep. 2013 - Jun. 2019Boston, Massachusetts, United States
The MetroWest DailyEditorial Intern
May. 2013 - Aug. 2013Framingham Massachusetts
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