Researcher / Archivist

Worked in multiple media (email, web submissions, live chats, etc.) over various customer service platforms to handle inquiries and complaints for major consumer products client. Diagnosed and resolved product/service issues and concerns promptly, accurately, and efficiently, increasing customer retention.
Utilized social media platforms (Facebook, Instagram, X, TikTok) to acknowledge consumers and answer inquiries/solve problems quickly and comprehensively. Documented and updated customer records based on interactions, maintaining a knowledge base of products and services for 25 brands. Exclusively covered four to five brands daily, while assisting other agents with brand coverage.
Served as head liaison and key contact for sales leads/delivery requests/credit requests regarding ice cream brands between single-serve merchants and distributors for the United States. Implemented and maintained multiple procedural documents to enhance training for new liaisons, shortening onboarding time.
Provided direct-to-consumer transactions such as orders, exchanges, replacements, and refunds for select brands.

Utilized NBC’s Digital Asset Management System to facilitate acquisition of 25% of compelling and relevant video materials for prime-time and breaking news for MSNBC, Today Show, Nightly News, and Dateline producers.
Executed all archival video research for Today Show’s 60th anniversary programming. Organized records using various archival applications, creating a more complete assemblage for the producer.
Presented accessible footage in event of celebrity or political figure’s death by creating obituary spreadsheets with rapidly available video. Ordered selected asset tapes to transfer and import material into DAMS. Monitored database, ensuring each spreadsheet was updated with latest available assets.
Launched presidential presser database entries from Truman to Trump 45, denoting available format and location of each video on a shared drive spreadsheet.

Located effective footage as requested quickly and efficiently, earning respect from producers of daytime, prime time, and specials. Managed archival processes by cataloging tapes, maintaining and updating ingested asset records and databases. Improved accuracy and detail of video assets, increasing integrity of on-site library indices.
Expedited packages to other NBC News bureaus or warehouses, providing tapes as needed/requested on timely basis.
Served as sole provider of all research and video for MSNBC documentary on Iraq and Afghanistan veterans called ‘Coming Home’ and MSNBC Reports’ BTK Killer, both aired in 2005.