Work Experience

Snappy Jan 2022 – March 2025

Senior Customer Experience Specialist

(Remote)

Snappy May 2020-Jan 2022                            Customer Experience Specialist      

(Remote)

GlogauAIR                                             Aug 2019 – Mar 2020  

Assistant Curator                                                            

(Berlin, Germany)

Domio                                                       Jan 2019 – Aug 2019

Guest Specialist                                     

(New York City)

Outside Work Experience

Black Joy Collective June 2020 – October 2020

Social Media & Operations Manager

(NYC, Remote)

  • Optimized customer journeys, increasing satisfaction by 5% over 1 year by implementing process improvements based on data and feedback.

  • Led seasonal team scaling, training 5–20+ employees during peak periods, ensuring all teams met performance benchmarks.

  • Evaluated and integrated automation platforms, including AI chatbot creation, reducing first response time from 12.4 Hrs to 8.3 Hrs during our busiest 4-month season.

  • Spearheaded platform onboarding, ensuring smooth adoption across teams and maintaining operational efficiency.

  • Streamlined stakeholder communication, aligning internal teams, clients, and admins to drive efficiency by helping Product build an internal communication platform to replace emailing with order-specific communication.

  • Resolved high-stakes escalations, balancing customer satisfaction with business goals.

  • Created a process for post-escalation tracking to clarify issues for future agents. 

  • Brought resolution time from 1 week to 6.4 Hours over 1 year through implementing a training chatbot for new agents and a chatbot for our recipients.

  • Maintained a satisfaction score of 97% for our Partnership inquiries, resolution time of 23 Hrs, and 80% SLA--consistently exceeding our CX goals. 

  • Trained and managed new employees to maintain a satisfaction score of 95% during our busiest 4 month season.

  • Developed a scalable knowledge base, integrating AI chatbots to streamline onboarding and support processes. This cut down training from 1.5 months to 3 weeks saving the organization valuable onboarding time.

  • Organized 6+ Artist Talks, each attracting 50+ attendees, while managing social media, promotions, and event coordination.

  • Executed 2 Open Studio events featuring 13 artists and 600+ attendees, overseeing all aspects of event execution and attendee engagement.

  • Managed social media strategy, content updates, website coding, and scheduling to drive event participation and awareness.

  • Delivered high-touch customer interactions in a fast-paced startup environment, contributing to brand loyalty and customer retention.

  • Communicated critical customer insights to leadership, shaping policies and improving training programs.

  • Trained employees on new platform implementations, creating higher response time efficiency.

  • During the peak of the pandemic my friends and I operated a National mutual Aid Effort to spread Black Joy.

  • I created systems to coordinating Gift Delivery and manage requests including iterating on our initial process so that our second round took 1/2 the amount of time.

  • Handled, budgeted and distributed thousands of dollars through two cycles of fundraising.

  • Created a brand voice, logo, graphics and an Instagram account that amassed 1,301 followers.

  • Hosted a virtual fundraiser that featured international Black Queer artists and raised 3K.

Education & Certifications

American University - BA. Communications, Minor Psychology

(Washington D.C 2018)

Columbia University - UX/UI Engineering Bootcamp

(New York 2024)

Tools and Technology

Zendesk, Front, Kustomer, Automation Tools, AI Chatbot Development, Platform Onboarding

Soft Skills

Customer Satisfaction Management, Stakeholder Management, Leadership & Team Management, Cross-functional Collaboration, Internal & External Communication, Instructional Training, Crisis Management

Process Management

Customer Journey Optimization, Retention Program Development, CX Performance Tracking, Issue Escalation Oversight, Seasonal Workforce Scaling, Data-Driven Decision Making, AI & Automation Integration