businessWork History
Nutrafol Remote
Customer Technical Product Owner
March 2024–May 2026
- Designed, developed, and maintained React/TypeScript apps to support internal users and drive improvements in incremental revenue and team KPIs
- Planned and implemented integrations between business systems, including developing custom integrations as needed
- Acted as primary administrator for the organization's Zendesk instance, supporting over 150 internal users and 30–50,000 customer interactions per month
- Investigated bug reports from customers and CX agents and acted as a liason between CX and Development teams
- Collected requirements and wrote project briefs and scope documents for new technical initiatives
- Created and maintained technical and training documentation for software applications and business processes
Customer Experience Manager
March 2022–March 2024
- Acted as final escalation point for customer inquiries
- Performed quality assurance reviews of agent tickets and conducted 1:1 and team meetings
- Reviewed candidate resumes and conducted interviews for open positions on the CX team
- Acted as administrator for multiple SaaS platforms including Zendesk Suite
- Implemented returns flow with existing chatbot software and custom JavaScript to automate over 1,000 return requests per month
Senior Customer Experience Specialist
August 2021–March 2022
- Received and resolved customer inquiries via phone, email, live chat, and SMS
- Acted as first point of escalation for customer inquiries and approved policy exceptions as appropriate
- Performed quality assurance reviews of agent tickets and conducted biweekly 1:1 meetings with CX agents
Customer Experience Associate
October 2020–August 2021
- Received and resolved customer inquiries via phone, email, live chat, and SMS
- Maintained extensive product knowledge to assist customers with product questions
- Maintained a high level of patience, empathy, respect, and sound judgment for customers
Plated New York, NY
Customer Experience Associate
April 2019–February 2020
- Received and resolved customer inquiries via phone, email, and live chat
- Proactively identified and worked to solve and prevent customer issues while exceeding goals for performance metrics
- Maintained a high level of patience, empathy, respect, and sound judgment for customers
schoolEducation
New York University New York, NY
Tisch School of the Arts
September 2014–December 2018
- Concentrations in scenic and lighting design for theater
constructionSkills
Languages, Technologies, & Frameworks:
JavaScript, TypeScript, React, HTML, CSS, Zendesk App Framework, basic SQL, REST & GraphQL APIsSoftware:
Zendesk, Asana, Jira, Figma, Claude Code, Google Docs Suite, Microsoft Office SuiteAdditional:
Strong written & verbal communication, organization, critical & analytical thinking