Experience

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  Lacerte services

  Jan 2011 - Jan 2013

  Executive assistant

  -Provided direct support to CEO -Scheduled maintenance for properties as needed-Acted as main point of contact for renters

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  Link entertainment group

  Jan 2011 - Jun 2011

  Intern
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  Bmp insurance services

  Mar 2013 - Dec 2014

  Account manager / agent

  -Pipeline management-Prospecting-Underwriting -Client support / account management-NegotiatingApplications used: Oracle, Microsoft Office Suite

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  One giant media

  Jan 2015 - Jan 2017

  Support specialist / marketing associate

  -Provided online support for customers using the MyStyle platform.-I developed Support workflows, processes, and policies-Handled all incoming tickets, emails, calls regarding issues or inquiries across company sites, general customer support.-Tested and reported site bugs-Submitted orders for processing-Communicated with manufacturers, management, customers to find solutions for all customer service related incidents-Tracked and reported trends in issues to provide solutions/recommend changes for all company websites-Produced marketing content for all company blogs-SEO, linking, etcApplications used: Freshdesk, OpenCart, WordPress, Microsoft Office Suite Show less

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  Brightscope | iss market intelligence

  May 2015 - Aug 2015

  Account executive

  Primary duties involved:-Pipeline management-Prospecting-Online demonstration on our solutions-Negotiation-Client support / account managementApplications used: Salesforce, Microsoft Office Suite

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  Creative market

  Feb 2016 - Nov 2022

  • Drove the improvement initiative to re-platform our seller payment offerings, resulting in an annual savings of over $150,000• Headed the project to upgrade our offerings for the delivery of yearly tax statements improving operational efficiency and user experience, resulting in over $20,000 annual cost savings• Lead the annual program operations for mandatory tax reporting, managing all milestones, deliverables, and project communication across executive & finance teams as well as outside vendors and external partners• Executed the project management for critical user programs such as the implementation of our payment platform and the global seller onboarding program• Managed all parts of tax and payment transaction lifecycle; from payment partners, internal systems, automated and manual processes, reporting, and ongoing tax filings and remittances.• Developed and implemented the monthly payments project to ensure timely processing of payments across 30,000+ sellers/affiliates, including the creation of all policies, procedures, and processes• Orchestrated projects to create and maintain critical internal and external documentation for on-boarding, training, standard operating procedures, knowledge base articles and reporting metrics.• Collaborated cross-functionally with Product, Engineering, Marketing and Support to identify solutions for issues and projects to improve our operations and provide support with product launches.Tools used: Zendesk, JIRA, Asana, Looker, SendGrid, Excel Show less • Trained and mentored new hires and junior specialists• Lead the resolution of technical, account, and billing issues by investigating and identifying issues across our user base. • Identified, triaged, and assisted with solutioning of payment related incidents with cross functional and external partners.• Operated cross-functionally with Product, Engineering, and Marketing teams to identify trends and support site improvements and new feature releases.• Reduced chargebacks and fraudulent charges on our platform by identifying risk and enacting fraud protocols• Supported engineering & product efforts by executing critical QA projects• Facilitated intellectual property related matters and license concerns• Created general company and community guidelines and policies, including the publishing of documentation within our Help Center. Show less

  • Operations Manager, Tax & Payments

    Apr 2018 - Nov 2022

  • Support Specialist

    Feb 2016 - Apr 2018
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  Dribbble

  Jan 2022 - Nov 2022

  Payment operations manager
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  Gusto

  Nov 2022 - now

  Payment operations manager