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Work Background
SongtradrPlatforms Operations Lead
Apr. 2024 - Oct. 2024The Platform Operations Lead position oversees the consolidation of our support platform across various brands and products. I'll work closely with internal and external teams to ensure a smooth transition for both internal and external users. I also manage internal documentation and implement
automation using chatbots and AI technologies to enhance support efficiency. Platform Consolidation:
● Leading the consolidation onto ZenDesk across various brands and products within the
organization.
● Collaborating closely with internal and external engineering teams to ensure successful
implementation.
● Ensuring all external touchpoints are correctly mapped to the new support platform.
● Building initial reporting dashboards based on agreed categorization to monitor platform
performance. Internal Documentation:
● Reviewing and updating internal documentation as needed to align with platform changes.
● Writing or commissioning internal documentation for new features and product launches to
support internal users. Automation:
● Identifying areas for automation using chatbots, AI, and similar technologies within the support
platform.
● Focusing on areas with sufficiently low complexity to automate while maintaining a good user
experience.
● Decreasing the number of tickets handled by human support specialists and increasing the
efficiency of ticket resolution within agreed case types.
PretzelAux, Inc.Senior Manager, Customer Success
Apr. 2022 - May. 2024Brand of Songtradr.
TunefindSenior Manager, Customer Success
Apr. 2022 - May. 2024United StatesBrand of Songtradr.
SongtradrSenior Manager, Customer Success
Apr. 2019 - May. 2024United StatesThere are 4-brands beneath the Songtradr umbrella that fall within my purview as a Senior Manager of Customer Success. Those being Songtradr Marketplace, Songtradr Personal/Business, Pretzel and Tunefind.
PromoteCustomer Service Manager
Apr. 2016 - Apr. 2019Beverly HillsManaged a retention-heavy customer service department for this digital marketing group. Helped to create training manuals and scripts for inbound-calls and support tickets tailored to realtors. Managed all subscription requests, technical support, reporting for leadership, plans in reducing inbound communications, and more.
ELK Group International & Kaleen RugsSoCal Sales & Customer Service Representative (Wholesale)
Nov. 2014 - Apr. 2019Southern CaliforniaManaged 700 customers spanning from San Diego to Hearst Castle, Paso Robles to Bakersfield, Bishop to Pasadena- and everything in between. Worked the Las Vegas and High Point trade shows and have outlined, edited and approved seasonal catalogs. Extremely familiar with deadlines and how important communication is between the buyer and the business.
Lazy Susan USA, IncWholesale & E-Commerce Account Ambassador
Jul. 2012 - Nov. 2014Greater New York City AreaRegional Account Ambassador: Appointed to provide the most efficient experience for sales representatives in 15 states, nearly 1,500 customers, all Canadian and selected e-commerce accounts. Assist in creating and fulfilling all orders for my said territories. Proficient in handling daily claims, account inquires, in-house sales projects and courtesy collection calls. Selected to complete all invoicing procedures based on daily shipments (ground/freight).
Massage EnvyManager
Jan. 2011 - Jun. 2012This position required selling memberships and dealing with customer service issues, employee schedules, payroll, monthly reports, and provide training for new employees. Left as the leading clinic in the region for most increase in volume. Skilled in maintaining a new customer base and updating information.
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