Profile
I am a bilingual (English and Spanish) Customer Experience Professional with 6 years of experience in Client Accounting supporting Advertising Media Spend, Billing, Paying, and Reporting. I also have over 8 years of experience researching and implementing robust Information Technology solutions for many organizations spanning start-up organizations to Fortune 500 Companies in the Supply Chain and Retail industry.
Education
Berea College
Berea, KY
August 2013 – May 2017
Bachelor of Science in Business Administration, Productions and Operations Management
This degree focused on optimizing business processes, supply chains, and operations, ensuring efficiency and innovation in business practices.
- Minor: Computer Science
Specialized in Networking and Database Systems, with additional coursework in algorithms and software development.
- Emerging Scholar
- Entrepreneurship for the Public Good Fellow
Campbellsville University
Online Program
August 2020 – May 2021
Master of Business Administration in Information Technology
This online program provided advanced knowledge in IT management, strategic business operations, and leadership skills, preparing me to effectively integrate technology solutions into business strategies.
- GPA: 4.0
- Achievements: Successfully maintained a 4.0 GPA while working full-time, demonstrating strong time management, dedication, and ability to balance professional and academic responsibilities.
W3Schools
w3schools.com
January 2018 – April 2018
Certificates of Completion
Completed courses to build foundational and advanced web development skills, focusing on both front-end and back-end technologies.
- HTML & HTML5
Learned to structure web pages using semantic HTML tags, ensuring accessibility and cross-browser compatibility. Gained proficiency in the latest HTML5 features like multimedia integration, form validation, and APIs for dynamic web applications. - CSS
Mastered web styling with CSS, focusing on responsive design, layout techniques (Flexbox, Grid), and creating visually appealing, user-friendly interfaces. - PHP
Acquired skills in server-side scripting, developing dynamic web pages, form handling, and database interaction, enabling full-stack web development capabilities. - Python
Developed proficiency in Python for web development and data processing, with experience using frameworks like Flask for building web applications.
Meidaocean University
New York, NY
February 2019 – Present
Prisma Client Accounting Certification
October 2019
Certified in Prisma Client Accounting, demonstrating proficiency in all necessary features and functionalities within Prisma related to Client Accounting, ensuring accurate financial management and client support.
Spectra OX Client Accounting Certification
October 2020
Certified in Spectra OX Client Accounting, validating the ability to support clients with expertise in Spectra OX’s accounting features, optimizing financial operations and client reporting.
Experience
Mediaocean
Customer Engagement Finance Agent
New York, NY
Sept 2022 – Present
In my current role as Finance Agent, I handle a high volume of customer inquiries, focusing on delivering effective solutions and collaborating with cross-functional teams to enhance the product.
- Successfully resolved a substantial volume of customer inquiries and issues daily, leveraging strong problem-solving and communication skills to address client accounting queries.
- Collaborated closely with developers, QA engineers, and product managers to identify and prioritize enhancements and bug fixes, ensuring alignment with the product roadmap.
- Maintained and updated internal Support Agents-Only FAQs with information on new product releases, resulting in improved research efficiency and faster ticket resolution.
Customer Success Specialist
New York, NY
Feb 2022 – Sept 2022
As a Senior Customer Success Specialist, I managed a diverse client portfolio while driving product adoption and ensuring client satisfaction.
- Actively managed a portfolio of nine clients across various industries, overseeing a total Annual Recurring Revenue (ARR) of over $2.5 million.
- Contributed to strategic account planning by identifying and promoting opportunities for increased end-user adoption of Mediaocean products.
- Drove usage, adoption, and retention of Mediaocean Omnichannel software solutions through effective onboarding, comprehensive training, and regular status calls, ensuring clients achieved their desired outcomes.
Customer Success Specialist
New York, NY
Jun 2021 – Feb 2022
In my position as Customer Success Specialist, I provided crucial support to senior management while enhancing the customer experience through effective communication and knowledge sharing.
- Assisted senior customer success managers and directors by offering expertise on product features and functionalities in specific areas, contributing to effective client engagement.
- Identified and documented best practices to improve the overall customer experience, enhancing client understanding of Mediaocean’s software solutions.
- Leveraged in-depth product knowledge to address client knowledge gaps, guiding clients to self-help resources and reducing dependencies on support channels.
Customer Experience Agent
Client Accounting
New York, NY
Feb 2020 – June 2021
In this role, I provided expert application support while collaborating with teams to enhance product reliability and training new hires on customer service best practices.
- Delivered application support to agency partners and vendors by troubleshooting, researching, and resolving issues related to Mediaocean’s proprietary products.
- Collaborated with cross-functional teams to ensure product reliability and functionality during product enhancements and releases for Prisma, a core product.
- Conducted training sessions for new hires on customer experience policies, procedures, and soft skills, ensuring consistent service quality.
Support Specialist I
Client Accounting
New York, NY
Feb 2019 – Feb 2020
As a Client Accounting Support Specialist, I provided critical support to clients, managing multiple requests while delivering exceptional customer service.
- Handled numerous client support requests simultaneously, accurately assessing and resolving issues within tight deadlines.
- Collaborated with cross-functional teams to escalate and resolve client issues efficiently, ensuring seamless communication between departments.
- Consistently provided excellent customer service, contributing to the department’s 98% customer satisfaction rating.
- Maintained detailed records of client interactions and resolutions, ensuring thorough follow-up and customer retention.
BestBuy
Computer Sales Consultant
Columbus Circle/Central Park
New York, NY
Jun 2018 – Feb 2019
At the busiest Best Buy location in NYC, I consistently delivered top-tier performance in customer interactions and sales. My role was centered on providing comprehensive tech solutions while maintaining exceptional customer satisfaction.
- Exceeded individual and team sales targets each quarter, ensuring high revenue growth.
- Achieved a 100% customer satisfaction score by fostering strong rapport and delivering personalized tech recommendations.
- Increased overall customer retention through building appropriate baskets, ensuring customers purchased all necessary accessories for a comprehensive tech solution.
- Successfully integrated cross-sell and upsell strategies, driving attachment rates of complementary products increasing sales costs by 25%.
- Played a key role in launching new tech products, providing hands-on training to colleagues and educating customers on innovative features.
Dollar General
Assistant Store Manager
Brooklyn, NY
Sept 2017 – Dec 2017
As Store Manager, I focused on optimizing day-to-day operations, managing a lean staff, and improving overall store efficiency. My efforts were centered on streamlining processes, enhancing customer satisfaction, and maintaining a well-organized store.
- Implemented efficient scheduling practices, reducing labor costs by ensuring optimal coverage without overstaffing.
- Improved stock organization and replenishment processes, cutting down restock time by 20%, allowing for smoother store operations and better product availability.
- Reduced shrinkage by implementing stronger loss prevention measures, such as daily inventory checks and tighter cash control procedures.
- Created a more fluid shopping experience by reorganizing product displays and prioritizing high-demand items, leading to increased customer satisfaction and faster checkout times.
- Trained and developed a team of 15 employees to handle key responsibilities, ensuring smooth store management even with limited supervision.
- Led seasonal inventory changes and merchandising setups, consistently meeting corporate compliance deadlines.
Lead Customer Associate
Bowling Green, KY
Jun 2017 – Sept 2017
In my role as Lead Sales Associate, I took on leadership responsibilities to ensure the store operated efficiently and provided excellent customer service. Acting as a key support to the Store Manager, I focused on creating a clean, organized shopping environment while maximizing customer satisfaction.
- Led customer service initiatives by greeting and assisting customers, ensuring a positive shopping experience.
- Operated the cash register and handled customer transactions, ensuring accuracy in payments and balancing at the end of shifts.
- Assisted in maintaining store organization by stocking, rotating merchandise, and building attractive displays to drive sales.
- Maintained cleanliness throughout the store, including restocking shelves, cleaning floors, and organizing the stockroom for optimal efficiency.
- Supported inventory management by following company processes to unpack and restock incoming merchandise, ensuring shelves were consistently stocked.
- Opened and closed the store in the absence of management, taking full responsibility for operations and securing the store.
- Collaborated with the Store Manager to implement planograms and set up promotional displays, contributing to store profitability.
Berea College
- Managed a budget of over $80,000, ensuring the successful execution of 26+ campus activities throughout the academic year.
- Supervised and mentored 4 student workers, providing leadership and delegation to ensure event planning and operations ran smoothly.
- Coordinated with outside vendors, comedians, musicians, and other performers, serving as the primary liaison between them and the college.
- Directed volunteer efforts, assigning roles and tasks to a team of 20 students, ensuring seamless event operations and strong team collaboration.
- Facilitated large-scale events, including concerts, comedy shows, and festivals, drawing significant student engagement and participation.
- Monitored and evaluated event success, adjusting programming strategies to maximize student satisfaction and turnout.
Assistant Student Director – Campus Activities Board
Berea, KY
Aug 2016 – May 2017
In my role as Assistant Student Director, I played a key part in the planning and execution of campus events, supporting the Student Director and leading various projects. I helped manage logistics, coordinate with vendors, and ensure successful event outcomes.
- Coordinated logistics for events, working closely with vendors, performers, and student volunteers to ensure seamless execution.
- Supervised student volunteers during events, delegating tasks and ensuring all event operations were handled efficiently.
- Played a key role in booking and negotiating with external vendors and performers, including musicians, comedians, and catering services.
- Helped evaluate and improve event strategies to maximize student engagement and attendance.
- Served as an interim leader in the absence of the Student Director, ensuring continuity of operations and smooth event coordination.
Help Desk Technician
Technology Resource Center
Berea, KY
Aug 2016 – May 2017
In this role, I provided technical support and troubleshooting assistance to the Berea College community, ensuring smooth technology operations across campus.
- Delivered responsive technical support to 1600 students, 175 faculty, and staff, ensuring minimal downtime and resolving technical issues swiftly.
- Addressed customer concerns with empathy, providing on-the-spot solutions to maintain a superior customer experience.
- Supported classroom media equipment, troubleshooting hardware and software issues to ensure uninterrupted teaching and presentations.
- Worked collaboratively with the IT department to diagnose and resolve campus-wide technology problems, contributing to efficient academic operations.
Internships
Unilever
Digital Marketing Services Intern
Englewood Cliffs, NJ
Jun 2016 – Aug 2016
In this internship, I played a pivotal role in enhancing web accessibility and driving digital transformation within the organization.
- Spearheaded the development of an electronic/web-based process for Web Content Accessibility Guidelines 2.0 (WCAG 2.0) and Americans with Disabilities Act compliance, promoting inclusivity in digital content.
- Conducted a comprehensive company-wide website audit for two major brands to ensure compliance with WCAG 2.0 requirements, mitigating potential legal risks.
- Collaborated with cross-functional global teams and stakeholders to implement new processes utilizing the organization’s Content Management System and productivity tools, enhancing operational efficiency.
- Advocated for the transition to Office 365, leading to a 76% increase in usage across Unilever’s Englewood Cliffs and Trumbull offices, driving greater collaboration and productivity.
The Helm
Business Operations Intern
Rye, NY
May 2015 – Aug 2015
Entrepreneurship for the Public Good
Cohort Member
Berea, KY
Sept 2013 – Sept 2015