• Supervised and built a team from 3 to 14 Member Experience agents, which is now the biggest team in the company, for a 55,000-member wine club
• Collaborated with Head of Operations to implement new 3PL by compiling pain-points and user feedback to improve operational flow, reduce returns, and create a better member experience
• Designed the team’s schedule to ensure maximum coverage More ...
Member Experience Specialist
Penrose Hill, Ltd | New York, NY, USA
June 2017 - February 2018
• Answered phones, emails, and live chat, with a total of 120-140 tickets per day and 97% CSAT
• Created and implemented Zendesk training for the team with the knowledge I gained from Blue Apron
• Presented and executed new processes to streamline productivity within the team
• Completed and submitted payment disputes received through Stripe
• Processed all returns by reaching out to More ...
Blue Apron | New York, NY, USA
May 2016 - May 2017
• Answered phones, emails, and live chat, with the highest customer satisfaction score and largest
quantity of tickets among the new hires
• CX Culinary Team: fielded questions about food compliance, ingredient swaps, or culinary techniques
• Worked with Packaging Development Team to improve packaging of spices, liquids, and sauces
• Reached out to customers about shipping discrepancies or More ...
Show 2 more
The College of Saint Elizabeth
Bachelors, Fine Arts/Art History | Morristown, NJ, USA
Fine Arts/Art History minor in Psychology
engineeringFinanceSalesmarketingComputer HardwareCustomer serviceoperationsBrand managementmetricsQuality controlAccounts PayableData AnalyticsWarehousebusiness intelligenceAdministrative or ClericalBilling and CollectionsBusiness Operations and General BusinessGeneral Skills and ActivitiesManagement Activities or FunctionsEntry LevelASSOCIATEFedExGeneralNew HiresPackagingShippingWorkflowMessages and ContactCall Center or Help Desk or Customer ServiceCustomer FacingCUSTOMER SERVICE ORIENTEDStrategy and PlanningWorkflow and ProcessesRecordkeeping and SuppliesSATISFACTIONFinancial Planning & AnalysisWarehouse Manual LaborGeneral TasksData & AnalyticsProcessCUSTOMER INQUIRIES