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Work Background
KindWorkCustomer Experience Fellowship | CX Fellow
Feb. 2026 - Feb. 2026- Completed a 250-hour training in tech-enabled customer support, using AI co-pilot and GenAI tools to draft, refine, and personalize support responses across chat, email, phone, and knowledge base platforms
- Strengthened communication and de-escalation skills while adapting tone and messaging for both in-person and remote support environments
- Earned certifications in Zendesk, Intercom, and HIPAA compliance; collaborated with teammates using Slack, Notion, Jira, and Google Workspace to manage tickets and internal documentation
- Resolved 10+ simulated customer inquiries per hour while maintaining a 99% QA score, demonstrating strong multitasking and attention to detail across multiple support channels
Animal Care Centers of NYCAnimal Care Center of NYC | Adoption Counselor
Sep. 2022 - May. 2023- Assisted & Informed 30+ adopters through the adoption process. This included guiding adopters to find a good match for their families.
- Advised & gave resources about our adoptable pets to adopters/potential adopters during in-person, through Zoom, & over the phone during counseling sessions to set them up for success
- Processed adoption payment fees & paperwork, ensuring all documents were filled out, organized according to policy, & making sure to document and keep records updated in the Shelterbuddy database.
TENDER HOME CARE PROVIDERS LLCTender Care Professional Services | Home Health Aide Coordinator
Nov. 2021 - Aug. 2023- Prepared & organized 20+ Home Health Aide ( HHA ) scheduling and daily assignments by ensuring coordination of patient care.
- Communicated and assisted regularly as the primary point of contact between HHA, patients, and families to address concerns and adjust care plans as needed.
- Assisted with trainings and onboarding of new HHA and maintained accurate HHA, Patient records, documents, and schedules.
Walter's Pet StylesWalter’s Pet Styles | Receptionist/Pet Attendant
Nov. 2016 - Feb. 2018- Managed front desk by greeting 25+ clients & pets, checking in all customers, for daycare, boarding, and grooming services, while creating a welcoming and friendly environment.
- Answered phones, responded to emails, communicated daily with clients to give updates to ensure the care of their pets, as well as their behavior and play, and resolved client concerns professionally.
- Documented and processed accurate records for 30+ pets, such as vaccinations, client information, and payments.
- Assisted and worked closely with team members to ensure smooth daily operations, such as feedings, cleaning, and maintaining sanitary play and rest areas. Follow safety protocols and company policies for handling pets of all sizes and breeds.
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