Member Services Technician at Gallagher (2024-09 – 2026-09)
- Managed daily technical support: Resolved 30–50 complex support tickets per week for internal and external users.
- Engineered PowerShell automations: Automated mail-merge data injection and streamlined financial/legal check generation, saving 16 hours of manual work per week.
- Served as Origami Risk technical liaison: Partnered directly with the dedicated Origami Risk development team in alignment meetings to track, troubleshoot, and submit tickets for platform bugs and necessary system changes.
- Optimized Origami Risk platforms: Configured system layouts, form sets, and batch processes to enhance operational workflows—supplemented by custom HTML and SQL modifications—while provisioning role-based user access to secure sensitive data.
VIP Merchant Advocate - Subject Matter Expert at Doordash (2020-11 – 2024-04)
- Managed key high-revenue partnerships: Served as the primary expert and point of contact for top-tier merchants, driving retention and delivering advocacy for escalated support needs.
- Resolved complex financial investigations: Conducted detailed reviews of payment discrepancies, partnering directly with Stripe to successfully audit and settle financial cases.
- Streamlined internal operations & tools: Analyzed current processes and championed product feedback, collaborating with cross-functional teams to ensure troubleshooting procedures and tools remained effective.
- Facilitated training and development: Coordinated and led training sessions for inter-departmental transitions while providing coaching to elevate the overall quality of merchant interactions.
Social Media Response Specialist at Reputation.com (2020-02 – 2020-11)
- Managed high-volume client engagement: Efficiently handled and responded to 500+ social media reviews daily across diverse industries, including automotive, dining, and healthcare.
- Collaborated via agile channels: Leveraged Slack for seamless task delegation, cross-functional communication, and team-wide coordination.
Photographer at Cox Automotive (2019-10 – 2020-02)
- Partnered on asset valuation: Conducted joint vehicle inspections alongside Hertz representatives, delivering expert reconditioning recommendations to maximize vehicle market value.
- Streamlined yard logistics: Facilitated cross-departmental communication to coordinate the efficient movement and timely reconditioning turnaround of vehicles.
- Maintained client accounts: Managed account relationships by fostering clear communication and consistently aligning with client expectations and safety protocols.
Delivery Specialist / Chat Associate at Freshly (2018-01 – 2019-08)
- Handled high-volume omni-channel support: Acted as the primary point of contact managing 200+ chats per day across email, text, iMessage, and Apple Business Chat while maintaining rapid response times.
- Executed root cause analysis: Investigated and resolved complex shipping complaints, damaged packages, and carrier issues to drive customer retention.
- Managed high-stakes escalations: Handled escalated calls and proactive outreach regarding delivery disruptions, providing rapid troubleshooting and effective resolutions.
Lead Teacher at Sunrise Preschools (2017-01 – 2017-12)
- Designed educational curriculum: Orchestrated structured daily lessons, creative play activities, and routine management to support child development in a nurturing environment.
- Cultivated family partnerships: Established strong, positive relationships with children and parents to ensure consistent communication and support.
Supervisor at Fired Pie (2016-03 – 2017-01)
- Oversaw daily shift operations: Supervised team members to drive efficient task execution, maintain strict cleanliness standards, and deliver exceptional guest satisfaction.
- Handled financial controls: Conducted daily cash drawer reconciliations, managed secure bank deposits, and oversaw inventory tracking.
