Experience

• 

  Ms 104 - simon baruch middle school

  Aug 2012 - Oct 2012

  Student teacher - 8th grade english literature

  • Implemented lessons grounded in ELA focusing on reading strategies and basic writing skills• Taught a wide-range of students; included ELL, CTT, and Honors classes• Differentiated instruction according to individual student and class wide needs • Studied and applied various methods of discipline to each class• Attended ELA curriculum meetings and discussed the best methods

• 

  Urban assembly for media studies

  Oct 2012 - Dec 2012

  Student teacher - 11th grade english literature

  • Created and implemented units on Spoken Word Poetry and American novels• Developed lessons around diverse mediums of expression to engage students in the 21st Century• Surveyed student interests to develop lessons grounded in ELA that related to them• Assessed student work formally and informally to alter lessons according to student needs• Conferenced with students about their reading strengths and struggles, and developed action plans accordingly

• 

  Fanduel

  Dec 2012 - now

  • Cultivate supervisor and agent development through feedback, weekly meetings, and quarterly OKRs • Launch and manage the first Social Support team in conjunction with Social Media Marketing team • Create new processes to streamline interdepartmental and intradepartmental communication • Lead high cost, complicated site wide issues and communicate issue details to department executives to determine action plans for customer and site-wide resolutionsHiring:• Scale support team to meet high volume (+800k yearly) support requests • Implement CS specific seasonal hiring process to reduce off-season costs • Execute the hiring of 60+ Seasonal staff in a 4 month periodTraining:• Reduce Hiring & Training costs YoY • Develop and facilitate classroom-style/e-Learning on-boarding and training sessions to engage high quantity new hire groups• Launch LMS to monitor training progress and increase retention rates from classroom training to field work Show less • Resolved escalated customer questions, issues, and complaints • Managed a team of 5-8 direct reports who maintained above average KPIs in high volume support center environment• Created QA process to measure support agent performance and productivity • Improved navigation and categorization of issues within support management platform to better analyze customer feedback data and propose product, marketing, and operational solutions• Developed a CS Training Manual to document processes for all current and future hires• Interviewed and trained new hires Show less • Resolved customer issues and questions through email, live chat, and phone channels - Experience: ZenDesk, Oracle, Olark, and Live Chat - CSAT: 95% - FRT: 30 min - FCRR: +80% • Handled 100+ daily customer interactions • Developed team used Standard Text responses for common customer issues and questions • Managed knowledge base and FAQ updates• Diagnosed and triaged site issues while escalating to appropriate teams to ensure resolution • Managed fulfillment of marketing campaigns Show less

  • Senior Director, Operations Excellence

    Apr 2024 - now

  • Senior Director, Sports Operations

    Jan 2022 - Apr 2024

  • Director, Operational Excellence - Fantasy Sports

    Sept 2019 - Jan 2022

  • Director, Customer Experience

    Apr 2019 - Sept 2019

  • Senior Manager Customer Support

    Jun 2017 - Mar 2019

  • Customer Support Manager

    Jan 2015 - Jun 2017

  • Customer Support Supervisor

    Mar 2014 - Jan 2015

  • Customer Support Agent

    Feb 2013 - Mar 2014

  • Tax Collection Assistant

    Dec 2012 - Jan 2013