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Professional Experience

Wix.com

Sept. 2020 - Present

Mentor

As a Mentor, I provide support, guidance, and direction to Customer Care Experts. I do this by acknowledging that each relationship is unique, so I tailor meetings appropriately to help each mentee reach the department KPIs.  Additionally, I help mentees understand how building rapport can help customers move through their respective journey, which also builds a long-lasting relationship.  

 

Also responsible for:

  • Working with leadership to coordinate scheduling, and maintain proper staffing to meet SLA’s.

  • Creating a calendar of weekly meeting schedules for 4 hours per expert, based on the location and expert’s schedule. 

  • Live coaching during the session to discuss wins and areas of opportunity. 

  • Providing SBI based feedback (both real-time and end-of-session) to go over findings from live coaching, and to provide next-session goals. 

  • Encouraging the use of available support tools to ensure a consistent, fulfilling, and well-rounded experience for both the mentee and the customer. 

  • Providing email recap of session to expert and leadership. 

  • Using data from Tableau to monitor progress and improvement of each mentee.

TATA Consultancy Services

July 2019 - Sept. 2020

​Intermediate Trainer | Learning and Development

  • Designed, developed and modified course curricula to deliver in-person and virtual training to new hires and current employees.

  • Evaluated the effectiveness of the learning programs and transfer of knowledge.

  • Worked closely with the business unit to ensure alignment of the learning program and strategic goals.

  • Delivered and assessed the processes and training for the contact center.

  • Monitored and maintained the development history of the learners’ progress, and the effectiveness of the training program with various spreadsheets.

  • Developed  and delivered presentations for curricula utilizing different mediums such as:

    • virtual 

    • self-led 

    • instructor-led

GoDaddy

July 2010 - June 2019

Hosting Customer Consultant and Care Advisor (Aug2017 - June 2019)

  • Provided technical support and business consulting services to GoDaddy customers.

  • Helped transform customer ideas and personal initiative(s) into success.

  • Built rapport while consulting toward solutions that enhanced the customers’ online presence.

  • Sold solutions via inbound phone calls to meet daily and monthly performance goals.  This involved negotiated product terms and pricing by balancing customer needs with company goals.

  • Resolved technical issues related to customer accounts, billing, and products, while navigating through multiple systems.

  • Maintained and improved a strong understanding of DNS, Email, SSL’s hosting and websites.

Integrated Marketing Manager - (Feb 2017 - Aug 2017)

  • Handled the launch and execution of initiatives across domestic and international markets by coordinating internal resources and agencies.

  • Organized and managed channel participation, timelines and deliverables.

  • Managed and updated project plans, created and maintained working relationships with clients (region marketing leaders) on a project-by-project basis.

  • Monitored the effectiveness of campaigns by providing results and recommendations to stakeholders.

    • Successfully managed and launched the highly visible 2017 Annual Report for the CEO. This included coordinating departments and people such as photography, copy, illustration, and accounting.

Learning Professional II - Nov 2011 - Aug 2016

  • Managed the day-to-day Customer Care Center (C3) New Hire Training Program.

  • Taught challenging technical curriculum (Office 365, hosting solution software, website building software, etc.), customer service strategies, policy and procedures, company culture, and practical sales techniques to new C3 employees in the classroom and on the sales floor.

  • Provided on-the-spot training, coaching, mentoring and developmental feedback.

  • Managed and oversaw team performance including sales goals, schedule adherence, and conflict resolution.

 

Results:

  • Number on trainer for entire organization, generating an average RPR (Revenue Per Rep) of ~$390 per day during 2014 / 2015.

  • During 2016, averaged a RPR of ~$440 per day.

  • Luminary Award winner, July 2015.

    • The Luminary Award is presented to Customer Care Center agents and Leadership individuals, who exemplify the GoDaddy Way and vision over a 12 month period.

Customer Consultant and Care Supervisor

  • Lead and motivated a culturally diverse workforce of 18 – 25 customer consultants. 

  • Coordinated programs to encourage sales productivity, including games and contests. 

  • Analyzed sales performance and customized improvement plans accordingly. 

  • Coached and mentored employees with daily, and weekly one-on-one meetings. 

  • Consistently obtained high productivity (~$500 RPR per day) and morale from employees by creating a fun, healthy and safe environment.

    • Promoted from Customer Consultant after 6 months . 

Roles & Responsibilities

Leadership Experience

October 2012 - Present

Consultant

Percussion Consultant

Provide consulting services on an as-needed basis for marching percussion sections throughout the country.

Dec 2009 - Sept. 2012

Kilties Drum & Bugle Corps

Co-Supervisor of Percussion

​Co-developed and helped facilitate the percussion program for the internationally known Kilties Drum & Bugle Corps. Helped develop and refine the marching percussion unit’s playing style, and was instrumental in increasing the overall awareness and stamina of the marching drumline.

Dec. 2006 - Aug. 2008

Captial Sound Drum & Bugle Corps

Co-Director of Percussion

Helped build and maintain a healthy and safe learning environment for individuals aged 15 to 21, for the Capital Sound Drum & Bugle Corps. Collaborated with colleagues for program development in order to enable junior instructors to better understand playing level in students. Co-arranged the marching percussion unit’s musical score, and developed and refined the marching unit’s playing style. During the season, I was instrumental in the perfecting of the percussion section’s musical element, which included emotion, style, and technique.

Go confidently in the direction of your dreams.  Live the life you imagined.

Henry David Thoreau

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