Brian Firestone

Experience

• 

  Public Radio International (PRI)

  Oct 2014 - Dec 2014

  Production Assistant

  • Helped produce several in-studio concerts, creating multi-camera videos with iMovie. • Researched interview subjects and assisted in social media management.

• 

  CID Entertainment

  Feb 2016 - Sept 2016

  • Compiled, analyzed, and presented research on current artist/festival roster and helped develop strategy.• Managed social media follows (Facebook, Twitter, Instagram) and engaged in brainstorms with the communications team.• Assisted in building a company-wide media contact list and organized partner data. • Compiled, analyzed, and presented vendor research for major music festivals such as Coachella, Bonnaroo, and Lollapalooza.• Assisted in building a company-wide inventory database. • Supported the operations team on-site at several live events (Firefly Music Festival, Weird Al Yankovich, Dead & Co.) by assisting with VIP program set-up/breakdown and admitting ticket holders.

  • Marketing & Activations Intern

    May 2016 - Sept 2016

  • Operations Intern

    Feb 2016 - May 2016
• 

  Universal Music Group

  Dec 2016 - Nov 2020

  • Oversaw day to day operations of a 20-30 person customer service team and outsourced support teams around the world supporting over 400 online stores, including the official stores of artists such as Kanye West, Ariana Grande, The Rolling Stones, and The Weeknd. • Worked with artist and label management to swiftly rectify customer issues received via email and social media.• Designed, populated, and managed Zendesk help centers with an average of 15k views per month. Leveraged HTML to improve UI/UX and match company branding. Implemented custom contact forms to validate incoming customer data.• Administrated several Zendesk instances with 100+ users and implemented various custom fields, triggers, views, and reporting dashboards to improve customer experience, agent experience, and supervisor visibility.• Implemented a department-wide knowledge base to increase agent efficiency + communication, and worked with partners to develop an AI answer-bot to solve or route common inquiries instantly and increase overall customer satisfaction.• Drafted, formatted, and executed often large-scale email campaigns with Mailchimp to update customers on their order status, segmenting customer and order data using Excel. Show less

  • Manager, Customer Service

    Mar 2018 - Nov 2020

  • Assistant Manager, Customer Service

    May 2017 - Mar 2018

  • Customer Service Assistant

    Dec 2016 - May 2017
• 

  Flatiron School

  Nov 2020 - May 2021

  Software Engineering Student

  • Studied computer science concepts such as data structures & algorithms, software design, and object oriented programming.• Designed and built multiple full-stack web applications with Ruby, Rails, HTML, JavaScript, and React/Redux while incorporating third party solutions, JSON APIs, and relational databases.

• 

  RE/MAX

  Aug 2021 - now

  • Data Engineer II

    Jul 2024 - now

  • Data Engineer I

    Aug 2021 - Jul 2024