• Train, mentor, and implement internal SMB Customer Support Center.
• Handle and resolve daily customer service calls and all escalations to ensure client satisfaction with product.
• Analyze and report department income, product issue trends, and employee metrics weekly.
• Responsible for long-term relationship with clients growing customer base, from active management of initial More ...
DIRECTOR OF CUSTOMER SUPPORT & ECOMMERCE OPERATIONS
AshleyChloe | San Francisco, CA, USA
November 2016 - January 2018
• Responsible for ongoing support and satisfaction of 50,000 customers leveraging our web fulfillment products.
• Developed and implemented techniques for improving the functions of the support & operations department.
• Monitored and implemented the eCommerce marketplace (eBay, Walmart, Shopify, Amazon, Newegg, Indiegogo) for channel expansion.
• Prioritized and filter customer feedback to More ...
SR. DATA ANALYST
American Institutes for Research | Washington, DC, USA
April 2014 - November 2016
• Provided timely, accurate and reliable management reporting and analysis of data
• Manage the planning and development of design and procedures for metrics reports
• Developed new reports and delegate tasks to team members
• Used statistical techniques for hypothesis testing to validate data and interpretations.
• Interacted with clients to understand the reporting needs, evaluated More ...
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Masters, Information Sys. | Frederick, MD, USA
2010 - 2012
Bachelors, English | Tuscaloosa, AL, USA
2005 - 2008
Student Government Association President
Rosa Parks Civil Rights Fellow