Renee Sanders

Experience

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  Elmer's Family Restaurant

  Jun 2006 - Apr 2010

  Restaurant Hostess

  * Provided exceptional customer service in a fast-paced environment.* Greeted and guided customers from their arrival.* Answered menu-related questions to aid customers.* Upsold food and beverage options effectively.* Maintained restaurant cleanliness standards.* Managed cashier responsibilities proficiently.* Handled difficult situations with optimism and a customer-focused approach.

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  Woodland Statuary

  Dec 2011 - Oct 2012

  Painter and Finisher

  * Hand painted and finished a high weekly volume and wide variety of decorative concrete statues.

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  Chroma Force

  Jan 2012 - Apr 2023

  Freelance Artist, Designer, & Illustrator

  * Addressed clients' individual needs promptly with high-quality service.* Applied meticulous attention to detail in creating and evaluating artwork to enhance client satisfaction.* Designed original artwork spanning various areas such as digital, traditional, graphic design for print & web, character design, logo creation, and advertisement development.

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  Kgs artwear

  Aug 2014 - Feb 2015

  Art Director

  * Created design assets and formatted files for dye sublimation printing.* Produced photo-realistic raster designs and vector garment patterns.* Established color management system, including monitor calibration across all systems.* Supervised print preparation process and ensured quality control from proofs to final prints.* Implemented file management system and secure backup storage for assets.* Streamlined art pipeline to enhance efficiency and speed.* Designed assets for web and print, such as press kits, line sheets, marketing materials, logos, and tags. Show less

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  Columbia Canine Cottage

  Apr 2016 - Dec 2016

  Canine Handler & Caretaker

  * Expertly managed high-stress environments by adapting to client needs, animal behaviors, and facility volume with extensive canine behavioral knowledge.* Provided clients peace of mind through knowledgeable responses to complex inquiries, behavioral advice, and personalized consultations.* Conducted daily care activities including exercise, medication administration, grooming, and transportation services for canines.

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  Columbia Canine Cottage Pet Grooming

  Apr 2016 - Dec 2016

  Canine Grooming Services

  * Delivered comprehensive grooming services including bathing, brushing, nail trimming, and flea prevention for dogs of all breeds, coat types, and temperaments.* Displayed expertise in dog behavior, maintained high ethical care standards, and ensured proficient service delivery.

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  3Doodler

  Aug 2016 - Aug 2017

  Customer Service Representative

  * Delivered unparalleled technical troubleshooting through chat & video calls.* Collaborated with a global team using email, Slack, and Skype.* Performed diverse customer service duties such as order processing, resolving shipment delays, managing returns, and data entry.* Moderated social media platforms while maintaining brand voice in interactions with customers.* Supervised international customer support team and optimized support ticket management for quicker responses.* Facilitated training sessions for new team members. Show less

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  Rover.com

  Dec 2018 - Jul 2019

  Animal Caretaker

  * Promptly identified and addressed individual client needs.* Developed personalized care plans to meet unique client requirements.* Maintained a 100% satisfaction rating with an average response time of under 15 minutes.* Secured repeat business from all clients.

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  DISQO

  Jan 2022 - Nov 2024

  * Unified brand voice and style across channels, including product, email, push notifications, support, chatbot, and social media.* Crafted high-impact written content and edited pre-existing publications and drafts to ensure brand voice alignment. * Developed AI solutions for content drafts, enabling agile iteration and reducing production time.* Collaborated on targeted cross-channel marketing campaigns to drive engagement, growth, retention, and reactivation of dormant users.* Created a sentiment analysis framework leveraging custom NPS surveys and AI-driven analysis, leading to more accurate and efficient insights.* Collaborated closely with stakeholders to pinpoint product enhancements driven by customer feedback, develop solutions, and validate results.* Conducted thorough user research through surveys, interviews, split campaigns, and preference tests to shape content strategy and inform decision-making.* Sourced compelling user stories and testimonials to support brand loyalty and drive positive sentiment.* Established community management processes and standards. Trained and coached support agents and curated internal documentation and knowledge bases.* Developed a framework for analytics on support tickets to inform data-driven decisions. Established a clear escalation process for technical issues, leading to quicker resolution times and higher customer satisfaction.* Managed the organic social media domain, overseeing strategy, analytics, and team performance, while developing all aspects of content.* Created graphics for social media, email, and in-product messages adhering to brand guidelines.* Fostered cross-team alignment through relationship-building and collaboration. Show less * Monitored the Quality of customer support and ensured a high standard of quality for an international team of 20+ agents serving over 1+ million users.* Provided training & coaching to new hires and existing agents.* Participated in technical bug investigations and coordinated with stakeholders for resolution.* Developed process improvements to increase quality & efficiency of work, and improve customer and agent satisfaction.* Resolved highly escalated, sensitive cases with a high degree of discretion and care.* Developed process documentation and collaborated to curate & maintain an internal knowledge base.* Stayed ahead of product changes to update documentation & training materials prior to new feature releases.* Developed customer support response macros for an international audience and ensured brand alignment. Show less * Monitored the Quality of customer support to ensure a high standard of quality for an international team of 20+ agents serving over 1+ million users.* Provided training & coaching to new hires and existing agents.* Participated in bug investigation & tracking and coordinated with stakeholders for resolution.* Developed process improvement to increase efficiency and improve customer and agent satisfaction.* Resolved highly escalated and sensitive cases with exceptional discretion & care.* Developed documentation and collaborated in implementing & maintaining an internal knowledge base.* Stayed ahead of product changes to update documentation & training materials prior to feature releases.* Developed customer support response macros for an international audience and ensured brand alignment. Show less

  • Sr. Product Content Strategist

    Sept 2023 - Nov 2024

  • Sr. Quality Assurance & Knowledge Management Specialist

    Mar 2023 - Sept 2023

  • Quality Assurance & Knowledge Management Specialist for customer support

    Aug 2022 - Mar 2023

  • Customer Support Specialist

    Jan 2022 - Aug 2022