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Work Background
Marker LearningCustomer Experience Manager
Apr. 2024
GrammarlyBrand Ambassador (Grammarly Collective)
Mar. 2024
SlackMember of Slack Champions
Apr. 2022 - Apr. 2025Slack community to help inspire more Slack feature adoption and success at work. Participate in AMAs, webinars, and help champion Slack. Slack Champion April 2022 - April 2025. Slack Community member.
Trust & WillManager, Member Support
Dec. 2021 - Oct. 2023Managed a 5-person support team, achieving exceptional omnichannel support with a 12-hour email response time, 30-second chat response time, 94.5% CSAT, and an Excellent Trustpilot rating. Collaborated across departments with Product, Marketing, and Legal to prioritize the member experience. Achieved and maintained an exceptional Trustpilot score throughout my tenure, reflecting consistently high customer satisfaction and trust in our services. Exceeded service level agreements (SLA) with a consistent 96%+ email response rate and 30-second chat wait times by actively engaging and training my team in efficient support practices. Collaborated with key partners, such as AARP, to meet and exceed their support expectations, ensuring that our services aligned with their requirements. Received the Walk In Our Members Shoes First Annual Value Award in March 2023 (peer-selected).
HopSkipDriveHead of Client Support
Jul. 2021 - Nov. 2021Responsible for Client Operations, overseeing Client Support and Client Operations teams, ensuring SLAs are met, and collaborating with Sales and Marketing. Worked closely with cross-functional teams, including Product, Engineering, and Accounting. Previously served as Community Support Manager, providing support to all HopSkipDrive customers, including CareDrivers. Led the operational 1099 tax coordination with the accounting team for the platform's independent contractors, ensuring compliance and smooth processes. Identified and addressed payment issues and enhancements for both CareDrivers and Caregivers, improving financial operations for all stakeholders. Enhanced processes within the CX department, resulting in a positive impact on the user experience for all platform users. Managed escalations with the Trust & Safety team and other relevant departments, effectively resolving issues and maintaining trust. Successfully handled billing discrepancies, maintaining financial accuracy for the organization.
HopSkipDriveHead of Community Support
Feb. 2021 - Jun. 2021Los Angeles, California, United States
HopSkipDriveManager, Community Support
Jul. 2019 - Feb. 2021
Earny Inc.Manager, Customer Success & BPO Partner
Nov. 2018 - Jun. 2019Santa Monica, CAManaged a 13-member offshore customer service and operation team, providing training and real-time feedback. Collaborated with various departments to improve the user experience. Developed and execute strategies to increase customer retention and satisfaction. Identified areas of improvement in the customer service and operation team and implement strategies to enhance efficiency and productivity. Created and maintained a knowledge base of customer issues and solutions to provide quick and efficient support. Analyzed customer feedback and data to identify trends, patterns, and customer pain points, and provide actionable recommendations to improve the customer experience. Collaborated with the product team to identify opportunities for product improvement based on customer feedback and data analysis.
Paper SourceAssistant Manager
Aug. 2018 - Nov. 2018Greater Los Angeles AreaShift Supervisor/Assistant Manager at PaperSource, Calabasas, CA Supported the General Manager in ensuring smooth store operations and training efforts. Led the hiring process and oversaw training for various roles. Ensured core standards were met and supported PaperSource's vision.
Laurel & WolfHead of Client Operations
May. 2017 - May. 2018West Hollywood, CAOversaw Client Operations, including Client Support and Commerce. Increased coverage for customers from Monday through Friday 8am to 5pm to 7 days/15 hours a day to better support the customer base and independent contractors on the platform. Collaborated with multiple teams to enhance the client experience and streamline processes. Advocated for the client experience through feedback meetings, brainstorming sessions, and product suggestions. Implemented and managed a comprehensive training program for new client operations team members to ensure they are equipped with the knowledge and skills needed to provide excellent customer support and drive customer satisfaction. Implemented performance metrics and tracked key performance indicators (KPIs) to measure and improve the efficiency and effectiveness of client operations, resulting in increased productivity and profitability. Spearheaded culture improvement initiative and lead "Culture Club" (a play on the band Culture Club) and scheduled weekly events to engage the team and build camaraderie.
Laurel & WolfManager, Client Support
Aug. 2016 - May. 2017West Hollywood, CA
Laurel & WolfClient Associate
Aug. 2015 - Jul. 2016West Hollywood, CA
Crate and BarrelSales Team Lead
Apr. 2014 - Aug. 2015Woodland Hills, CaliforniaResponsible for sales and events, including leading the sales team and providing exceptional customer service. Develop and implement strategies to increase sales and meet revenue targets for both retail and events
The Help GroupSpecial Education Paraeducator
Aug. 2011 - Aug. 2013Sherman Oaks, CaliforniaWorked in four classrooms with children who have special needs varying on the Autism spectrum. With the guidance of head teachers, lead a small group for Language Arts and Math for four students who were cognitively in a lower level in both areas than the other students in our elementary group.
Crate and BarrelSales Associate
Sep. 2008 - Apr. 2014Woodland Hills, CA
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