University of Maryland College Park

Operations Manager at FlexIt

New York, New York, United States

FlexIt Fitness

Operations Manager

Magic Spoon

Customer Experience

- Completed hands-on, month-long training in Antwerp, Belgium in order to gain global perspective on enterprise clients
-  Conducted customer onboardings, driving product adoption and encouraging clients to familiarize themselves with Rydoo’s platform and services
-  Managed customer escalations and ticket prioritization to ensure all channels and issues were attentively addressed across various time zones
-  Collaborated effectively with Sales, IT, Product, and Marketing across different regions to communicate customer needs

Rydoo

Customer Success Manager

- Took ownership of the interaction platform for 8 WeWork locations as the primary point of contact for inbound member inquiries
-  Provided members with exceptional service by understanding their requests and offering thoughtful, timely, and effective solutions
-  Liaised with cross-functional departments such as billing, facilities, security, IT, and digital support when requests require cross-functional collaboration
-  Prepared and delivering reports to key stakeholders to better understand patterns, escalations, and areas of strength and improvement
-  Consistently communicated feedback and suggestions to key stakeholders to improve processes and member experience
-  Thought critically around the services and support and challenging the status quo to drive member satisfaction

WeWork

Member Support Associate

- Took complete ownership over member-facing digital support inquiries through Zendesk
-  Created distributional materials for members containing relevant WeWork and building specific information that improved the quality and efficiency of member experience
-  Assisted the Community Management team to ensure a smoothly operated building
-  Originated new key standards to improve building operations
-  Instilled the highest level of member experience by regularly monitoring member satisfaction

Community Associate

Sydney Dymond