Experience

• 

  Smith elementary

  Jun 2011 - Aug 2012

  Front desk and workroom assistant
• 

  St. edward's university

  Sept 2014 - May 2015

  Assistant to interim chair of the department of marketing and entrepreneurship

  - Completed interim reports for marketing and entrepreneurship department at the university using Microsoft Office- Track student attendance, class work, and meetings with professor

• 

  Ufcu

  Aug 2015 - Dec 2016

  Recruiting (hr) and organizational development intern

  - Assisted corporate recruiter by writing job descriptions, sourcing candidates, taking special projects, and guiding potential candidates through the hiring process.- Assisted the Learning & Development team with organizing courses and hosting classes tosupport employees in furthering their industry training and knowledge.- Created Standard Operating Procedure (SOP’s) documents to capture a wide array of processeswithin the L&D team.- Collaborated with Subject Matter Experts (SME’s) to build out new course content.- Composed monthly dashboard reports in Excel, tracking class attendance in courses taught by Organizational Development department- Developed professional development library and a cloud check in/out system for employees to pursue personal and professional growth Show less

• 

  Helping adolescents lead others (halo) austin

  Jan 2017 - Aug 2017

  Peer mentor/mental health coach

  - Provided mentoring service for clients by following treatment plan and focusing on their talents and interests.- Attended monthly team meetings with family and therapist to assess progress and update treatment plan.- Maintained detailed case files that included activities, progress notes, receipts and recommendations for clients and family members.

• 

  Blue apron

  Aug 2017 - May 2018

  Customer experience associate

  - Efficiently solve customer’s issues with empathy, compassion, and strong communication skills.- Continue to maintain an average Quality Assurance score of 95%, and a 96% Customer Satisfaction score versus the 90% company average. - Work individually and self-manage productivity, while being empowered to make the best decisions for customers.

• 

  Uship

  May 2018 - Jul 2021

  - Resolved global client issues via email and phone while maintaining a 95% positive feedback score using Zendesk, Jira, Outlook, Salesforce, Google Suite and Slack.- Carefully processed and audited invoices to ensure their accuracy while following up with clients to settle outstanding balances.- Responded to negative Trust Pilot reviews and offered dissatisfied customers helpful resolutions, creating a more positive image for the brand. - Wrote internal/external help center articles to decrease customer inbound inquiries and empower employees to keep up with standard operating procedures.- Trained new Tier I & II agents while documenting the processes for future reference.- Assisted in founding the DEI and Core Values committee to ensure inclusivity and authenticity are at the forefront of the company’s culture. Show less

  • Operations Specialist I/II

    Jul 2019 - Jul 2021

  • Member Support Specialist

    May 2018 - Jul 2019
• 

  Freelance

  Aug 2021 - Oct 2023

  Digital operations specialist

  - Manage multiple clients, projects, competing priorities, and budgets while maintaining high client satisfaction and efficiency.- Effectively communicate with clients by asking intentional questions to gather necessary information about their needs and expectations.- Design and develop visual brand content in collaboration with the client to provide a consistent tone and image across all platforms using Google Suite, Canva, Adobe suite, Asana, and Planoly.- Maintain and organize digital assets in Google Drive including videos, photos, and copy.- Pull data reports, analyze findings, and present them to further develop the strategy.- Create marketing strategies, delegate tasks to other team members, and oversee campaigns from start to finish to accomplish shared goals.- Establish the monthly content calendar, develop original ideas, and schedule the content.- Research trends and implement findings into posts to reach a wider audience, resulting in a video with 500k views in 3 days. Show less

• 

  Jadeisms

  Nov 2021 - Dec 2022

  Digital marketing specialist

  - Planned, edited and posted unique video content for Instagram and Tik Tok (paid and organic) which led to a 2,100% increase in followers over 1 year.- Wrote copy for use in social media posts, marketing materials, emails, and general use.- Uploaded, organized, and managed a database of digital assets on Google Drive.

• 

  Testgorilla

  Oct 2023 - now

  - Closely manage a book of 300+ clients and drive product value via email and video calls.- Conduct client Onboardings and quarterly Business Reviews, guiding new customers through product setup, training, and best practices to ensure a smooth adoption and long-term success.- Create Playbooks in ChurnZero to streamline the process of identifying accounts with expansion potential, thus, driving revenue growth from existing clients- Advocate for client needs while capturing feedback and reporting requests to the Product team.- Increase product adoption by advising and providing clients with customized strategies for recruiting and deep product knowledge. Show less - Communicate efficiently with clients via live chat and email, consistently scoring as the top agent in regards to SLA’s and CSAT scores within the first 6 months of starting my position.- Played a pivotal role in building and writing prompts for our AI chatbot which reduced incoming tickets by 90%- Collaborate cross-functionally with the sales, engineering, and product team to advocate for customer needs and resolve website bugs, resulting in enhanced product usability.- Demonstrate leadership skills by training new team members through complex processes and procedures, instilling confidence and proficiency in their roles.- Play a pivotal role in enhancing the company’s Knowledge Base by writing Confluence articles, contributing to improved SOP documentation and knowledge sharing. Show less

  • Customer Success Advisor

    Jul 2024 - now

  • Customer Success Representative

    Oct 2023 - Jul 2024