Resume

Customer Experience Associate
Gear Up Sports | April 2019 – March 2020

Chair of Gear Up Sports Warehouse/Supply Chain Safety Committee
- run training program for members, as well as monthly meetings
Assisted and triaged customer issues as necessary
- 1000 calls taken in 1 year, 3,000 email tickets solved, maintained 94% satisfaction score
Created and implemented high level strategy around customer and league-partner experience, starting with baseline key performance indicator expectations around first touch time, first resolution time, and customer service satisfaction scores.
Completed 36 hours of LEAN manufacturing training
Presented Customer Service team strategies and accomplishments to Executive Team
Utilized Zendesk, MS Sharepoint, Logistics Software (ShipStation) warehouse stock management softwares (Finale), and process management software (ShopVox).
Highly adept at finding information amongst tens of different spreadsheets from different teams to successfully assist in customer issue triage

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Hillsboro, Oregon | March 2020 – Current

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