Tier 1 & 2 Support Specialist (Contract) at Handshake (2025-05 – Present)
- Serve as a frontline and escalation point for complex customer inquiries, supporting a high-volume SaaS platform used by enterprise institutions and thousands of end users.
- Deliver empathetic, accurate, and timely support via chat and email while consistently maintaining high CSAT scores.
- Troubleshoot advanced platform issues, including data inconsistencies, system behavior, and integrations, escalating to engineering with detailed reproduction steps and context.
- Explain technical concepts and platform behavior clearly to both technical and non-technical customers.
- Collaborate cross-functionally with engineering, product, documentation, and success teams to resolve high-impact issues and improve user experience.
- Document customer interactions, recurring issues, and solutions to strengthen internal knowledge bases and Tier 2 runbooks.
- Compile user feedback and trend analysis to inform product enhancements and operational improvements.
- Recognized for strong ownership, calm problem-solving under pressure, and proactive issue identification.
Administrative Assistant / Operations Support at Sundari Transitional Homes (2023-12 – Present)
- Provide operational and administrative support in a highly sensitive, client-facing environment requiring discretion, empathy, and accuracy.
- Act as a primary point of contact for intake coordination, scheduling, and documentation support.
- Manage and maintain accurate digital and physical records to support audits, compliance, and reporting.
- Develop and refine standard operating procedures, reducing documentation turnaround time by 80%.
- Support the owner with calendar management and meeting preparation, and act as the primary communication link between the facility and external treatment providers, insurance companies, and regulatory boards.
- Conducted resident orientation, room assignments, and processed personal belongings upon entry.
- Ensured residents adhered to curfews, chore charts, and the house code of conduct.
3rd Key Manager at MAC Cosmetics (2023-10 – 2024-02)
- Supervised daily retail operations, including scheduling, merchandising, cash handling, and customer service.
- Trained and coached associates on CRM and POS systems, leading to a 20% improvement in team productivity metrics.
- Led weekly inventory audits and implemented a new tracking method that reduced discrepancies to 0%.
- Resolved escalated customer issues with empathy and efficiency, contributing to a 15% increase in customer retention.
- Coordinated with corporate field leaders to execute marketing rollouts and maintain brand compliance across displays.
Beauty Advisor (Part-Time) at Sephora at Kohl's (2023-06 – 2023-10)
- Delivered consultative sales and maintained operational standards across beauty, skincare, and fragrance departments.
- Supported omni-channel order fulfillment and maintained high merchandising standards during promotional events.
- Created customer education guides to support post-purchase care, improving satisfaction and repeat business.
- Assisted in cycle counts and product placement adjustments, supporting efficient inventory flow.
- Assisted customers with personal product recommendations.
Beauty Advisor at Ulta at Target (2022-11 – 2023-06)
- Provided one-on-one consultations, educating customers on products while driving loyalty and retention.
- Led promotional events and collaborated with store leadership to execute launch strategies.
- Tracked sales trends, generated insight reports, and provided recommendations to optimize product placement.
- Supported visual merchandising and coordinated with Target team members to maintain seamless store operations.
Sales Consultant at Victra – Verizon Authorized Retailer (2021-11 – 2022-09)
- Delivered high-touch consultative sales and consistently exceeded performance targets by 120%+.
- Handled customer service escalations related to billing, device setup, and plan optimization.
- Processed transactions, upgrades, and service repairs while ensuring data accuracy within Salesforce CRM.
- Provided training and peer mentoring for new team members on customer engagement and operational workflows.
Medical Receptionist at Carr Medical Specialties (2015-03 – 2020-03)
- Managed a high-volume front desk, scheduling patient appointments and coordinating provider calendars.
- Processed medical records, referrals, and prior authorizations while maintaining HIPAA compliance.
- Handled insurance verifications, co-payments, and billing inquiries with professionalism and accuracy.
- Supported physicians and medical staff with daily operational needs, improving patient flow and satisfaction.
