Head of Customer Success, Commerce
2017 - 2018 (9 months)
Manage the end to end customer experience for BuzzFeed Commerce (B2C) across multiple brands including Tasty, Nifty, Shop BuzzFeed, Homesick Candles and more. Responsible...more for day-to-day strategy, policy and oversight of 3rd party team of 15+ customer success associates and 2 managers ensuring optimal customer experience is delivered. Own the design and build of cross-channel CX strategies for launching of new brands, licenses and products
Provide leadership, design and strategic guidance on CE operational goals including self-service initiative for a globally supported product. Craft policies and procedural...more guidelines for agents and communicate down weekly to Service Delivery Manager and staff. Champion and proactively identified customer experience optimizations and pain-points with product and design teams. Provide daily input and guidance to product and design teams when building features and functionality.
Product Support Manager
2016 - 2017 (10 months)
Operate as the primary technical point of contact between customers, remote support teams and engineering. Liaise daily with Product, Design and Engineering to establish support...more workflows as voice for customer. Standardized escalation procedures with hardware, dev-ops and cloud teams, owned improvements and standardization to the downtime process, directly handle outage communications to senior leadership, remote support team and customers. Product owner on customer self-service initiative.
Spearheaded evaluation and implementation of new technologies such as LastPass across the MIT application portfolio, product coordinator responsibilities include piloting,...more testing, and defining cross-campus roll-out plans with multiple stakeholders which enable IS&T to better serve MIT users by providing new technology in a secure and supported environment.
Customer Support Manager, Service Desk
2014 - 2015 (about 1 year)
LMS software specialist and support analyst for over 1,000 courses, 1,300 faculty members, and 9,000 students across the campus for MIT’s Learning Management System while...more also providing support for Google Apps for Education.
Directed the activities of 2 Systems Support employees, including workflow management, managerial oversight, feedback and career development guidance.
Supported Department/Labs/Centers (DLC's) that included MIT Skoltech Initiative (Russia), Office of Sponsored Programs (OSP), Institute for Medial Engineering and Sciences....more Provided on-site and telephone technical cross-platform (MAC/PC) support for hardware, software, printers, and utilized Bomgar Remote Management software resulting in exceeding client service targets
IT Specialist II, Distributed Resources
2004 - 2010 (almost 6 years)
Spearheaded evaluation and implementation of new technologies such as LastPass, Qualtrics and DocuSign across the MIT application portfolio, product coordinator responsibilities include piloting, testing, and defining cross-campus roll-out plans with multiple stakeholders which enable IS&T to better serve MIT users by providing new technology in a secure and supported environment while additionally provided problem resolution on Tier 3 (escalated high end) support.
Contribute talents actively to charity, assisted with development and design of Education for Women in Turkey Fund (EWTF) website using WordPress and later Squarespace, integrated full suite of marketing applications including MailChimp, Stripe, and Twitter. Continue to contribute actively to charity’s efforts and provide technical support and website maintenance.