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Work Background
HUMANTechnical Account Manager
Jul. 2023New York City Metropolitan Area
Stack OverflowStrategic Customer Success Manager | Teams at Stack Overflow
Sep. 2021 - Jun. 2023New York, United States
TeampaySenior Customer Success Manager
Nov. 2019 - Aug. 2021Greater New York City Area
SquareLocal Marketing Career Experience
Apr. 2018 - Jun. 2018New York, New York, United StatesSelected to work a 3 month rotation with Square’s Local Marketing team. Lead the planning and execution of onsite support for the entirety of EDC 2018 & Kayne West’s ‘Made in Wyoming’ event in Miami, FL (June 2018)
Planned, set up, and implemented the successful processing of 500+ payment terminals
Provided primary on-site support for the following music festivals and trade shows: Coachella 2018, EDC 2018, International Beauty Show (Las Vegas), Makers to Merchants (w. Weebly), Hangouts Fest, Outside Lands, and BottleRock.
Singlehandedly hosted a 4-week training series for 120+ sellers in conjunction w/ SumAll at the Square Showroom about Square’s ecosystem.
SquareSenior Customer Success Manager (Resolution Desk)
Jun. 2015 - Jul. 2019Greater New York City Area- Helped lead a small specialized team of 11-12 senior representatives in handling internal & external escalations for Square’s 300+ support team with a key focus on customer retention. - Helped build out hiring, onboarding, and ongoing training programs used throughout Square offices.
- Provided onboarding and training for all new CSAs in the New York office. - Implemented & facilitated interactive CS shadow sessions for the entire Sales org and new hires to the NYC office
- Provided real-time support and feedback to new CSAs to help develop & maintain good working habits through shadowing sessions & 1:1s. - Responsible for merchant outreach to salvage damaged support relationships, collecting feedback and escalating those data points to the appropriate product groups responsible for maintaining those feature sets.
- Prioritizing and triaging technical issues to ensure quality reporting is escalated to our engineering teams via JIRA
- Maintaining a vast working knowledge of Square products/offerings, bugs, and workarounds
- Working closely with our product managers to surface & prioritize feature requests and product improvements surfaced by our merchants.
- Working with CS leadership to improve training, policy/procedure implementation, and communication amongst the different sub teams in our organization.
SquareCustomer Sucess Associate
May. 2014 - Jun. 2015New York, New York- Effectively resolving customer inquiries via phone, email, and Twitter using Desk.
- Advocate for customers by identifying bugs and suggesting improvements to processes, policies and products via JIRA - Collaborate with members of other teams to root out answers and be a resource to teammates
- Effectively collaborating with and relaying information from customers to product teams to ensure cross-functional communication accurately represented what the base was looking for. As the first organic hire to the NYC based Support team, I did help interview, hire and train all 15 subsequent members of the team.
Lot18Member Services Associate
Sep. 2013 - May. 2014Greater New York City AreaAs a part of the member services team, my job revolves around customer satisfaction. It is my job to answer customer emails in a prompt, friendly and knowledgeable manner. I am also the designated representative for all phone related issues, so if you happen to give us a call, I'll be the person on the other line! I collect and sort through customer data in order to paint accurate pictures of the issues customers are dealing with on a daily basis. I also serve as a liaison between the customer and the warehouse from which their orders get shipped. As a critical link in the chain of events, it is up to the member services team to quickly and succinctly communicate changes that lead to the successes this company is proud to boast.
LG ElectronicsSenior Product Specialist & Trainer
Aug. 2012 - Sep. 2013Brooklyn, New YorkAnalyzing and reporting sales trends/competitive information to LG MobileComm. Visiting national cell phone retailers (Verizon, AT&T, T-Mobile, Sprint, & MetroPCS) and educating sales staff and managers on existing and upcoming LG devices. Increasing brand recognition and establishing trust with vendors and customers by acting as a direct point of contact for sales, troubleshooting, and various other needs. Creating, managing and leading group trainings for up to 200 people on LG technologies.
T-MobileAssistant Retail Manager
Jul. 2011 - Aug. 2012Brooklyn, New YorkCreating and cultivating relationships with new and existing T-Mobile customers. Learning and teaching the newest cellular technology to different types of consumers. Working with and motivating my sales team to meet and exceed sales and budget goals. Acting as the first point of contact in resolving customer problems and issues. Creating and organizing work schedules for myself and the sales team. Providing on-the-floor coaching exercises and recommending improvements based on sales performances. Ensure proper cash handling procedures and deposit drops.
Creative Channel ServicesFujifilm Product Trainer (Part-Time)
Jan. 2011 - Sep. 2011Greater New York City AreaAnalyzing and reporting sales trends to Fujifilm. Visiting local Best Buys and Targets and educating the sales associates about Fujifilm products. Innovating new sales techniques & methods to improve sales and brand recognition. Recognized at National Training Meeting and asked to speak to fellow reps on proper training techniques. Holding training sessions for store management teams and sales associates for groups up to 75 people.
T-MobileRetail Sales Lead
Jul. 2010 - Jul. 2011Greater New York City AreaCreating and cultivating relationships with new and existing T-Mobile customers. Learning and teaching the newest cellular technology to different types of consumers. Working with and motivating my sales team to meet and exceed sales and budget goals. Acting as the first point of contact in resolving customer problems and issues. Providing on-the-floor coaching exercises and recommending improvements based on sales performances. Ensure proper cash handling procedures and deposit drops.
Uncommon GoodsCall Center Supervisor (Seasonal)
Oct. 2009 - Jan. 2012Greater New York City AreaSupervising a team of customer service representatives and serving as the first point of escalation. Helping customers place and complete orders over the phone & via LiveChat. Creating and updating Excel spreadsheets organizing company data. Holding trainings on Zendesk, LiveChat and various other web platforms for new and existing staff. Training and cataloguing new associates for on-the-job responsibilities. Answering emails and communicating with customers via Zendesk & archiving past tickets.
Best BuyPCHO Sales Associate
Sep. 2009 - Feb. 2010Greater New York City AreaGrand opened the Union Square (and first 24 hour) Best Buy location.
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