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Work Background
BlueTallyCustomer Success Manager
Apr. 2024New York City Metropolitan Area-Improves customer service experience, creates engaged customers, and facilitates organic growth -Takes ownership of customers issues and follows problems through to resolution -Keeps accurate records and document customer service actions and discussions -Analyzes statistics and compiles accurate reports
Shields Health SolutionsSpecialty Pharmacy Liaison
Oct. 2023 - Feb. 2024New York City Metropolitan Area-Provides "legendary" care to patients by providing a full suite of custom medication management services -A direct member of the clinic team that works seamlessly alongside clinicians to serve patients both face-to-face and over the phone -Educates prospective patients on how New York Presbyterian serves patients and improves their overall care -Ensures that patients remain on track with medication regimens- outbound therapy/medication adherence check-ups; secures refill prescriptions, etc; -Communicates effectively with the centralized Patient Service Center with respect to refill report, the zero-fill report, the monthly outstanding report and the appointment list; -Identifies medications requiring special storage and/or handling such as hazardous medications and/or refrigerated medication; -Identifies supplies necessary for select medications such sharps containers, needles/syringes, alcohol swabs, Band-Aids; -Answers, resolves and triages inbound patient, provider, and pharmacy inquiries; -Performs refill reminder calls under the supervision of a pharmacist; -Resolves insurance related issues, including prior authorizations (PAs), and assists New York Presbyterian patients with various forms of financial assistance; -Ensures appropriate documentation in all Epic and TelemetryRx.
Quick Jewelry RepairsE-commerce Customer Experience Manager
Aug. 2023 - Oct. 2023New York, New York, United States-Oversaw all B2C operations, maintaining a comprehensive record of all customer repairs and taking full responsibility for the customer experience. -Answered customer queries via help desk software, live-chat, email, and phone from order placement to order completion. -Coordinated with the CX team, jewelers, jewelry designers, and vendors to fulfill customer needs, including special requests and custom jewelry creations.
CapsulePharmacy Experience Team Lead (L3)
Oct. 2022 - Aug. 2023New York City Metropolitan Area-Mentored L1 and L2 agents on customer communications via helpline consultations -Used creative problem solving to handle customer escalations -Frequently collaborated with training team to ensure reference materials were kept current
CapsulePharmacy Experience Training Associate
May. 2021 - Oct. 2022New York City Metropolitan Area-Classroom educator/Zoom facilator: onboarded classes of new agents in remote environment, 5-20 new employees every 1-2 weeks -Constructed lesson plans, online learning modules, and knowledge base reference materials for agents to use in workflow -Provided hands-on coaching and feedback to solidify key training concepts to transition them into full-time schedules -Coordinated with HR and new hires' managers to ensure development, growth, and coaching continues beyond training -Continuously implemented new methods and procedures to existing training methods as needed
CapsuleSenior Pharmacy Experience Agent (L2)
Mar. 2021 - May. 2021New York City Metropolitan Area-Provided coaching and support to new agents with challenging comms and workflows -Handled communications with customers that required escalations -Submitted frequent and concise feedback forms indicating new agents’ areas for growth -Special outreach projects as assigned.
CapsulePharmacy Experience Agent (L1)
Apr. 2020 - Feb. 2021New York City Metropolitan Area-Take on all inbound communications across phone, text, chat, and email and personally craft the Capsule experience: answer questions, solve issues, and go above and beyond to assist with anything the patient needs. -Scheduled deliveries for and addressed medication needs of customers in a call center environment -Responsible for staying up-to-date with new procedures and workflows to maintain full operational knowledge and understanding of internal systems.
WeWorkExperience Manager
Aug. 2019 - Dec. 2019Greater New York City Area-Managed the training, performance, growth, and development of 8+ employees -Created easy-to-use knowledge base reference materials for employees to consult on the job. -Managed, systemized, and supervised operations for multiple workspaces in our network. -Oversaw in-space inventory and fostered relationships with landlords, vendors, and restaurants to ensure quality service for our members.
Spacious.comGeneral Manager
Jun. 2019 - Dec. 2019Greater New York City Area-Managed the training, performance, growth, and development of 8+ employees -Created easy-to-use knowledge base reference materials for employees to consult on the job. -Managed, systemized, and supervised operations for multiple workspaces in our network. -Oversaw in-space inventory and fostered relationships with landlords, vendors, and restaurants to ensure quality service for our members.
Spacious.comAssistant Project Manager
May. 2019 - Jun. 2019Greater New York City Area-Coordinated team resources and provided on-site support to vendors and team members to successfully launch new dedicated workspaces on a deadline -Assisted in sourcing, outreach, and management of suppliers to help determine best business partners for the company.
Spacious.comBrand Associate
Aug. 2018 - Apr. 2019Greater New York City Area-Organized and served as point of contact for promotional and networking events -Distributed advertising collateral in 15+ operational spaces -Active in marketing operations, event management, social media influencer outreach, and content production.
Spacious.comHost
Nov. 2017 - Apr. 2019Greater New York City Area-Provided excellent hospitality and customer service to our members. -Opened and oversaw day-to-day operations in pop-up workspaces
StarbucksBarista/Coffee Master
Sep. 2016 - Apr. 2019Greater New York City Area-Prepared hand-crafted beverages and stocked store -Engaged customers on a friendly and personal level.
Matrix Residential a Pollack Shores CompanyLeasing Consultant
Apr. 2016 - Jul. 2016
Busch GardensPerformer
May. 2013 - Aug. 2013Williamsburg
Mystery Dinner PlayhouseActor/Server
Feb. 2013 - May. 2013Richmond, VA
Theatre IVTouring Actor
Jan. 2013 - Apr. 2016Richmond, Virginia AreaResponsible for performing as many as 3 shows a day in elementary schools and venues all over the country, loading set and sound equipment in and out of performance locations, operating a 15-passenger van, and interacting with children and venue/school sponsors.
Williamstown Theatre FestivalActing Apprentice
Jun. 2012 - Aug. 2012Williamstown, Massachusetts
Florida Studio TheatreActing Apprentice
Aug. 2011 - May. 2012
Live Arts Musical Theatre CampImprov Instructor
Jun. 2011 - Jul. 2011Teaching improv skills to children and teenagers age 8-17. Responsible for creating my own lesson plans and leading exercises that keep students engaged and further their skills as actors.
Pop Clash ProductionsActor
Sep. 2010 - Apr. 2011Performed as Old Man Gregorson in "Musical: The Online Musical" and Squirtle, Magikarp, and Diglett in "Pokemon: The Musical". Responsible for quickly learning spoken and sung material and choreography and efficiently executing for the fast-paced medium of film.
University Montessori SchoolTeaching Assistant/ Substitute Teacher
Jun. 2010 - Mar. 2011Responsible for supervising children ages 3-6 during normal school hours and teaching early developmental social skills using the skills emphasized by the Montessori teaching method.
ARAMARKCaterer/Suite Attendant
Sep. 2009 - Jun. 2011Charlottesville, Virginia AreaPerformed a multitude of tasks in preparation for sporting events, concerts, and receptions at Scott Stadium and John Paul Jones Arena. These tasks included preparing customers suites suites before and after each event, preparing and transporting food to suites/catering sites, food set-up and serving at the event site, and building solid relationships with those who attended events frequently.
First Year PlayersPublicity Co-Chair
Jun. 2009 - Nov. 2009Charlottesville, Virginia AreaResponsible for promoting First Year Players' production of Urinetown: The Musical. This involved designing ads and publicity T-shirts, organizing publicity events, frequent contact with the show's production and artistic staffs and a few local businesses, and working with a fixed budget. The show had a sold-out run.
University of Virginia Drama DepartmentUsher
Mar. 2009 - Mar. 2011University of VirginiaAssisted theatre-goers in finding their seats. Had to manage large groups of people at a time.
PopSense MediaStaff Writer
Jun. 2008 - May. 2009Wrote articles on a variety of pop culture elements, generally movies and television, intended for a young adult audience.
Cavalier Marching BandProject Team
Jan. 2008 - Apr. 2008Charlottesville, Virginia AreaWorked with a select group of members from the Cavalier Marching Band to create a promotional DVD for prospective UVA students. This involved arranging interviews with football coach Al Groh and UVA President John T. Casteen. Also served as an office assistant answering phones, making copies, general office work, etc..
Madison EagleSports Correspondent
Sep. 2004 - May. 2007Reported select high school sporting events on weekly basis. Recorded stats during games, met and interviewed coaches, and learned to write on a deadline.
House of DelegatesVirginia General Assembly
Jan. 2003 - Mar. 2003Trained to give tours of the Virginia State Capitol, coordinated meals for delegates, worked on the House of Delegates floor while they were in session, general office errand work, such as making copies and collating bills.
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