Operations & Customer Experience Leader | Process Optimization

Managed a fully remote team of 14 pharmacy technicians supporting high-volume pharmacy operations. Owned payroll and timecard administration, ensuring accuracy and compliance. Evaluated individual and team performance using quality management metrics. Conducted onboarding, performance coaching, and terminations. Acted as a liaison between frontline staff and cross-functional stakeholders to maintain service quality and operational continuity.

Licensed pharmacy technician (NJ & ID) supporting patient-facing pharmacy workflows. Maintained compliance with HIPAA, state regulations, and internal quality standards. Supported complex prescription fulfillment and escalation handling in a high-volume environment.

Served as a senior point of contact for complex delivery and customer experience issues, handling high-impact cases that required judgment, discretion, and cross-team coordination. Supported newer associates through guidance and escalation support while maintaining a strong individual workload. Known for calm problem-solving, clear communication, and protecting customer trust in time-sensitive situations.

Provided front-line customer support for prescription delivery, resolving issues related to orders, timing, and service expectations. Balanced speed, accuracy, and empathy in a high-volume environment while maintaining compliance and a positive customer experience. Consistently recognized for reliability and strong communication.

Supported daily logistics operations to ensure accurate, timely prescription delivery across a fast-moving urban environment. Worked closely with couriers and internal teams to troubleshoot delays, maintain operational flow, and uphold safety and quality standards.

Delivered prescriptions directly to customers across New York City exclusively during the COVID pandemic, prioritizing accuracy, discretion, and timeliness. Developed strong situational awareness, customer interaction skills, and firsthand understanding of last-mile delivery challenges in a healthcare context.

Provided time-critical delivery services across Manhattan and Brooklyn in high-density, high-risk urban environments. Maintained exceptional reliability and situational judgment while navigating traffic, weather, and operational constraints. Served healthcare, legal, food service, and logistics clients requiring discretion, speed, and accuracy. Built long-term client trust through consistency, professionalism, and independent problem-solving. Operated as an independent contractor responsible for scheduling, routing, equipment maintenance, and income management.

Delivered high-volume customer service in a fast-paced retail environment with shifting priorities and staffing needs. Specialized in men’s apparel while providing cross-departmental support in footwear, women’s, and children’s departments. Assisted customers with fit, styling, and product selection to drive repeat business and positive customer experience. Balanced sales goals with service quality, inventory awareness, and floor recovery. Recognized for adaptability, teamwork, and calm under pressure during peak retail hours.

Delivered farm-to-table meals across Lower Manhattan under strict time and quality requirements. Represented a mission-driven food brand through reliable, customer-facing delivery service. Ensured accuracy, food safety, and professionalism during high-volume delivery windows. Coordinated independently with dispatch and kitchen operations to resolve delays or route issues.

Delivered food for a 24/7 vegan restaurant in a high-demand urban environment. Managed late-night and overnight deliveries requiring heightened situational awareness and personal safety judgment. Maintained speed, accuracy, and customer service standards during peak and off-hours.

Co-founded a small-batch grooming brand focused on product quality, branding, and direct-to-consumer sales. Oversaw product development, sourcing, and early-stage operations for beard care products. Managed branding, copy, and customer-facing messaging for a niche lifestyle audience. Coordinated fulfillment, order management, and customer communication. Gained hands-on experience with entrepreneurship, inventory risk, and early-stage business execution.

Supported community management efforts for the SunTrust account within a large agency environment. Assisted with moderation, engagement, and response strategy across social and online channels. Collaborated with internal teams to ensure brand-aligned communication and timely issue resolution. Helped manage customer interactions in regulated financial services contexts.

Helped manage and maintain Decide’s presence across multiple social media platforms. Supported content publishing, engagement, and community interaction. Assisted with monitoring user feedback and responding appropriately on brand channels. Contributed to early-stage social media operations for a consumer-facing tech company.

Provided customer support via email, phone, and online channels for the Starbucks Card Mobile iPhone application. Assisted users with account issues, mobile payments, and troubleshooting during early mobile commerce adoption. Created internal process guides used by customer contact representatives for consistent support delivery. Provided technical and administrative support to Starbucks Gold Lab and customer research panels.

Moderated customer submissions and discussions on Starbucks’ public innovation platform. Followed up on customer feedback, both positive and critical, with thoughtful, brand-aligned responses. Authored blog posts addressing product updates, promotions, and customer questions. Served as a featured moderator during multiple months based on contribution and engagement quality. Helped translate customer sentiment into actionable insights for internal teams.

Handled high-volume customer contacts across phone, email, and written correspondence. Processed customer feedback, comment cards, and escalations. Responded to inquiries sent to multiple Starbucks.com email addresses. Maintained service quality and brand standards across diverse customer issues. Built deep experience in customer experience, de-escalation, and written communication.

Selected for a six-month rotational role that was extended to one year based on performance. Analyzed and reported Starbucks Card–related data across multiple sales channels. Provided ad hoc analytical support to marketing, product, and category management teams. Managed internal Starbucks Card ordering processes. Assisted in managing accounts for key B2B and reseller clients. Maintained customer databases for Starbucks Passion Panel and VIA Insider research panels. Provided technical and administrative support for Starbucks Gold Lab initiatives.

Provided sales and customer service support to new, existing, and prospective B2B clients. Managed inbound sales inquiries, processed orders, and followed up with clients. Reviewed creative and marketing materials to ensure accuracy and alignment with client needs. Resolved logistical and customer service issues across multiple accounts. Responsible for $1.3M in sales between February and July 2008.

Duties included updating and maintaining three e-commerce websites. Attended the 2004 International CES.