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Work Background
Culture AmpBoard Member, Camp Culture Employee Resource Group (ERG)
Jan. 2024 - Dec. 2024North AmericaMission: By celebrating our experiences and amplifying our voices, we aim to contribute to equitable outcomes across the business. Vision: Create a community of diverse backgrounds and ensure that Campers from historically marginalized racial and ethnic backgrounds can connect, grow, and thrive.
Culture AmpCustomer Success Manager, Mid Market
May. 2022New York City Metropolitan Area
Indeed.comManager, Client Optimization
Apr. 2021 - May. 2022Stamford, Connecticut, United States
Indeed.comManager, Client Success
Apr. 2017 - Mar. 2021Stamford, CT- Hire, lead and grow a team of Client Success Specialists dedicated to delivering quality to our clients and internal partners.
- Act as an escalation point for resolving difficult client, Sales, and/or technical and product issues.
- Conduct regular 1:1 meetings, account audits and Call Reviews with team members.
- Provide coaching, mentoring, and constructive feedback to team members to develop them professionally, fostering internal mobility.
- Responsible for the management and communication of expectations and any internal changes affecting the team.
- Work closely with internal management counterparts to foster team collaboration, drive professional growth, and inspire innovation amongst internal teams.
- Be a product expert internally and externally.
- Partner with Sales Directors to ensure team collaboration on client accounts. - Monitor workflow of the team to ensure SLA’s are met, while highlighting process inefficiencies and opportunities for improvement.
- Develop and implement new ideas that will achieve team and company-wide goals.
- Promote a fun and zealous environment while hitting the KPIs set out by the company.
Indeed.comAssociate Manager, Client Response
Jul. 2016 - Mar. 2017Stamford, CT- Directly manage a team of Client Response Account Specialists
- Handle escalated calls and demonstrate service excellence through all client and team member interactions
- Interview, hire and develop Account Specialists and Senior Account Specialists
- Identify opportunities to increase employee and client satisfaction and improve efficiency
- Monitor and measure key metrics including interaction SMB dashboard volume and outbound call metrics. - Partner closely with the Small Business Client Operations Manager to understand the volume trends and ensure the team is meeting and exceeding service-level agreements (SLAs)
- Identify opportunities to recognize strong performance and provide constructive feedback
- Keep the team informed on the necessary process and product changes, as well as any Marketing campaigns or Product test that may be impacting our clients
Indeed.comFloor Coach, Small Business
Feb. 2016 - Jul. 2016Stamford, CT• Conduct 1:1's with 20+ Account Specialists to provide feedback, further development, and touch base with each individual
• Discuss strategies during the individual 1:1's to help Account Specialists reach their goals and push to exceed expectations set for them
• Dedicated point of refund requests and reviews for 20+ Individuals on the Small Business Team • Dedicated point of contact for any questions or concerns on the floor for the Small Business Team. • Provide on the spot feedback, advice, and training for Small Business Team. • Dedicated point of escalations for any calls from clients where they request a Supervisor or where I could overhear an Account Specialist being put in a tough situation. • Have Senior Account Specialists, as well as newer Associate Managers shadow me on escalations I would receive to help further develop their phone skills, and learn what to say and do with various difficult client situations. • Monitor call volume and review daily call metrics, to ensure proper staffing is in place and to obtain a goal of having Abandonment rate of calls below 2%. • Coordinate with Associate Managers and fellow Floor Coaches on best approaches and different ideas to drive employee interest and development.
• Coordinate with Associate Managers on any development opportunities that are applicable for their employees individually. • Maintain an Escalation Doc to track each escalation call and resolution to use as a training tool for employees across SMB.
Indeed.comAccount Specialist, Client Care
Sep. 2014 - Jan. 2016Stamford, CT• Answer all inbound calls to Indeed’s 1-800 client service phone number via a rotational queue
• Analyze and respond to inquiries from our Small Business advertiser clients via phone and e-mail
• Consult directly with prospective clients as a product expert; assist in new account setup
• Interact with other members of the Small Business team, as well as our Sales group, to ensure that companies interested in Indeed, as well as existing clients, receive excellent service
• Mentor and assist in the onboarding of new hires
• Serve as an advocate for clients on Refund and Credit requests
• Entrusted with the ability to issue accounts with Free clicks for future Sponsored Jobs • Serve as an advocate for clients to ensure their postings and account information is in accordance with our company-wide Quality standards
• Constantly looking to ensure clients are receiving the best return on their investment, while at the same time making sure they are completely satisfied with their Indeed Experience, therefore driving client retention
CitiTeller
Feb. 2014 - Sep. 2014Greenwich, Connecticut• Perform efficient and accurate banking transactions while communicating clearly and making clients feel appreciated
• Deliver solutions by identifying referral opportunities for various products and services based on the customer's financial needs
• Maintain an accurate and organized cash drawer
• Proactively educate clients on utilizing available access channels such as ATM, Online and Mobile Banking
Enterprise Rent-A-CarCustomer Service Representative, Management Trainee Intern
May. 2012 - Mar. 2015Norwalk, CT; Hoboken, NJ; Bayonne, NJ; Greenwich, CT• Consistently delivering superior customer service, and as a result improving store ESQI (Enterprise Service Quality Index)
• Take customer reservations while always quoting the lowest applicable rate, in order to secure business
• Monitor ARMS (Automated Rental Management System) in order to immediately assist insurance customers as soon as the claim is filed
• Serve as a consultant for customers’ protection product and specific vehicle needs
• Perform courtesy calls to verify that everything is going well with the rental and/or notify customer of current charges
Stevens Institute of TechnologyJacobus Lounge Student Manager
May. 2011 - Dec. 2013Hoboken, NJ• Create bi-weekly work schedules for 45 student employees
• Plan and facilitate monthly special events such as Pool Tournaments
• Communicate with heads of various student offices to make sure office spaces are up to code
K-Express (Authorized UPS Shipping Outlet) (New York, NY)Packaging and Shipping Employee
Jan. 2011 - Feb. 2012New York, NY• Securely Package Boxed and Luggage items to be ready to be Shipped
• Weigh Outgoing Boxes and Luggage items to determine Shipping prices
• Stack and Organize outgoing Items date accordingly and in order for efficient Pick-up
Let's Get Ready, Greenwich, CT/Port Chester, NY ChapterVolunteer SAT Math Tutor
Jun. 2010 - Aug. 2011Greenwich, CT• Independently managed a class of 3-5 students throughout the duration of the summer
• Meet once a week for 3 hours in order to guide students through an SAT Math curriculum designed by Let’s Get Ready!
• Assist students in registering for the SAT, researching various colleges, and completing their Common Applications
Boys & Girls Club of GreenwichYouth Development Worker
Jun. 2007 - Aug. 2011Greenwich, CT• Help maintain an organized, fun, and safe environment for children ages 6-12
• Develop daily activities and sporting events, as well as Referee In-house Basketball Leagues
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