Customer Service Specialist II

-Provides excellent customer service through the call center via phone and live chat; Responds to consumer inquiries, provides case status information, interprets child support policies and procedures, conducts reports, and resolves all case issues

-Develops proficiency using manual and automated systems, and the application of various laws, regulations, policies, and procedures related to all aspects of case management

-Lead team weekly meetings on new policies and procedures

-Conducts special projects, coordinates with team members, and delegates tasks to appropriate employees; Creates and implements strategies to improve client engagement

-Partners with attorneys, caseworkers, and probation or law enforcement officers on legal or procedural matters to ensure the client's needs are being met

-Analyze statistical data to identify trends, client segmentation, profiles, strategy effectiveness, customer feedback, and other insights

-Develops processes and procedures to ensure data accuracy

Ecommerce Digital Marketing/CRM Intern

-Planned and executed both, domestic and global initiatives with expansion for the Tokyo store launch, the Spring/Summer, Pre-Fall, and Autumn/Winter 2022 campaigns for Womenswear, Menswear, and Kidswear

-Drove e-commerce launch process by completing proposals, creative briefs, copywriting, and special marketing/CRM projects for campaign and refreshers to maintain launch cadence

-Launched email/SMS campaigns through templated design, segmentations, QA, testing, and deployment in addition to triggered and transactional flows to drive consumer engagement, online revenues, brand awareness, and user acquisition

-Leveraged data reports on a weekly, monthly, and quarterly basis including KPIs/metrics calculations for creative strategies, conversions, customer retention, etc.

-Conducted monthly competitive research on marketing/CRM initiatives and social trends

-Led communications with partners

-Assisted in the buying process for the site, and the Branding/PR teams with creative direction

Compliance Analyst

-Managed the OFAC Compliance program and projects

-Maintained the organization's important client files including all business contracts

-Prepared PowerPoint, Word, and Excel presentations for team executives

-Performed and managed highly sensitive client and transaction information

-Built relationships with investigation units, and effectively communicated and transferred information for case investigations

-Worked independently and efficiently with different teams across the organization including receiving the hand-off from the Florida and Illinois teams to later successfully report and brief the Australian team at the end of my shift