Resume
Experience
2018 - 2024
Corporate Communications | Creative Lead
Wayfair
Boston, MA
Communication Execution: Supported Customer Service and company-wide communications through various mediums including email, newsletters, video, Slack, knowledge articles, social media, and training materials.
Communication Strategy: Co-led a comprehensive team communications strategy overhaul, conducting focus groups, data analysis, and proposing phased roll-outs.
Crisis Management and Adaptation: Played a pivotal role in managing COVID messaging, successfully transitioning over 1000 service agents to virtual work environments, and developed return-to-work initiatives post-COVID.
Knowledge Management: Consolidated, redesigned, and copy edited over 700 knowledge articles, ensuring accuracy and accessibility before migrating them to a new platform.
Training and Onboarding: Created comprehensive training materials and conducted training sessions for communication and stakeholder teams on various tools such as Poppulo, Canva, Staffbase, Vyond, Biteable, and others.
Creative Production and Asset Management: Established brand new workflows and curated a 'Creative Library' to centralize crafted branding assets, facilitating easy access and support for stakeholders through a road show and educational initiatives.
2017 - 2018
Senior Customer Service Associate
Wayfair
Orem, UT
Frontline Point of Contact: Answered phone calls, responded to emails, and assisted customers via live chat.
Successful FCR Initiative: Piloted a First Call Resolution (FCR) initiative resulting in a FCR percentage increase of 5% for my team and 2% site-wide.
2016 - 2017
Guest Services |
Housekeeping Supervisor
Chateau Beachside
Surfers Paradise
Guest Relations: Managed guest inquiries, requests, and concerns promptly and courteously to ensure exceptional guest satisfaction.
Accommodation Services: Oversaw and coordinated housekeeping staff activities, ensuring cleanliness and presentation standards were met or exceeded.
Team Supervision: Trained and mentored housekeeping team members on cleaning techniques, safety procedures, and customer service best practices.
Additional Experience
Customer Service |
Compensation Specialist
doTERRA
Addressed customer service contacts and effectively communicated and clarified compensation plans to independent business owners.
Secretary
Brigham Young University, Department of Exercise Sciences
Managed department inquiries and provided support to contacts while also assisting with administrative tasks such as grading tests and supporting staff members.
Event Manager
BattleHaven LLC
Oversaw website management, coordinated communications efforts, and meticulously planned event itineraries to ensure seamless and memorable experiences for attendees.
Event Management Intern
Utah Valley Chamber of Commerce
Orchestrated and executed a diverse range of engaging and successful events to foster community engagement and promote local businesses.
Education
2010 - 2012
Utah Valley University
Associates of Science
Orem, UT
2012 - 2016
Brigham Young University
Additional Courses
Provo, UT
Courses in Communications, Mathmatics, Public Relations, and Business Management.
Participated as a member of the PR committee for the student-run publication "The Student Review".
Additional courses in Communications, Journalism, Event Management, Digital Design, Marketing and Public Relations.
As an engaged member of the university's student association (BYUSA), I completed leadership courses and spearheaded the planning and execution of dances and activities, prioritizing student safety and fostering a vibrant and enjoyable campus life experience.
Professional skillset
Corporate Communications
Employee Engagement / Experience
Social Media Communications
Adobe Illustrator, Premiere Pro, InDesign
Event Management
Project Management
Google Analytics
Microsoft Suite / Google Drive