New York University

Marymount Manhattan College

Operations at Headway

New York, New York

- Responsible for setting and reporting on operational KPIs across the company- Developed and launched a therapist account management program which directly impacted an NPS increase of over 50- Lead efficiency workflow customization in ZenDesk to bring SLA achievement from 42% to 96%- Point of contact for therapists and clients utilizing the platform

Headway

Operations

- Created CX Style Guide to inform customer interactions and ensure communications remained on-brand -	Trained all employees on CX best practices pre-launch-	Created FAQs, canned replies, and escalation process in partnership with the Operations Lead and CEO-	Advised on language for sensitive issues with CX manager 

Bodily

Customer Experience Consultant

- Lead the Member Services team to provide best in class service- hired, trained, and coached a team of empowered customer service associates- Headed up a company-wide CRM search and implementation- Headed up company-wide ZenDesk configuration- Established and reported on department KPIs. - Set and maintained standards and processes to ensure quality and scaleable non-negotiables

The Wing

Member Services Manager

- Coached and developed a team of well-rounded, passionate, ambitious CX agents and grew the team from 6 to 16 members. - Created and managed schedules for a CS team of 16 to ensure coverage multi-channel outreach, including West Coast and weekend hours- Developed long-term strategies for the expanding Customer Experience Team to ensure customer outreach was answered in a timely and consistent manner- Collected and reported on CX data including agent touches, first response time, and channel volume across teams to develop company communication and hiring strategies- Created and maintained new agent training platform and documents - Contact point for all customer escalations

Daily Harvest

Senior Manager of Customer Experience

- Omni-channel point of contact for all customer inquiries (phone, live chat, email) - Social Media Manager for CX Team responding to Facebook, Twitter, and Instagram DMs in the brand voice- Created and managed the schedule for all CX agents - Responded to all BBB inquires - Assisted in on-boarding and training for new hires 

Customer Experience Associate

- Managed a team of 3-6 stage managers and 30+ actors both English and Mandarin-speaking- Coordinated communication between all production teams - Prepared all show paperwork and trained Chinese team - Prepared production schedules, budgets, and training protocols 

Broadway Asia

Production Stage Manager

- Point of contact for customers reaching out to the company via email, live chat, phone, and social media- Liaison between customer, service team, warehouse, and merchant team- Developed with creative solutions for customer issues- Helped develop live-chat program for customers

Birchbox

Customer Operations Specialist

The Bad Years

Barnes & Noble

Temp Merchandising Coordinator

- Ran crew tracks essential to the production-        Interacted directly with performers and audience members to ensure safety during the performance-        Created, implemented, and maintained paperwork required for efficient running of the production-        Subbed for the Production Stage Manager in shows and rehearsals

Cati Pishal