Resume
Experience
Mar 23' - Current
Calendly
Support Operations Specialist
- Developed and maintained reporting for a 24/7 multi-channel support team of 100+ agents, covering 15 data sets.
- Refined agent processes and workflows to minimize customer friction.
- Designed an internal escalation process for real-time call requests.
- Analyzed datasets to identify and address potential business blockers.
- Collaborated cross-functionally to optimize onboarding and offboarding for support team members.
Nov 20' - Mar 23'
CalendlyProduct Specialist
- Awarded “Strives for Excellence” in January 2023.
- Created custom tools to streamline operations and reduce labor needs.
- Managed customer escalations, bug tracking, and process improvements.
- Developed a Jira-based escalation board and incident management system.
- Fostered a positive workplace culture through strategic partnerships.
Apr 19' - Apr 20'
L'Occitane en Provence
Retail Operations Specialist, North America
- Reduced annual store supply costs by 13% across 225+ stores.
- Negotiated a 37% reduction in certification costs.
- Implemented reporting systems for loss prevention and inventory management.
Feb 18' - Apr 19'
L'Occitane en ProvenceFlagship General Manager, Buckhead Village
- Decreased annual store shrink by 9.8%.
- Reduced operational costs by 16% through efficient management.
- Increased employee retention by 5 months and improved NPS scores by 47%.
- Trained managers and staff for new and existing stores.
May 17' - Mar 18'
L'Occitane en ProvenceAssistant Retail Manager, Grand Boulevard
- Achieved a 15.7% increase in sales above forecast.
- Ranked #1 in NA for sales and ticket growth.
Oct 16' - Feb 18'
The 30A Company
Brand Ambassador
- Top performer in sales volume for Q1 and Q2 2017, and Q4 2016.
- Represented the brand through community events and pop-ups.
Feb 16' - Aug 17'
Starbucks
Store Aesthetics and Merchandising
- Ensured compliance with corporate plans and reduced campaign costs.
- Received “Partner of the Quarter” award in Q3 2016.
Education
2015 - 2017
Gulf Coast State College
Associates of Arts Degree
- Graduated with a 3.7 GPA.
2010 - 2014
Dothan High School
High School Honors Diploma
- Graduated with a 3.8 GPA.
- Student of the month in October, 2013.
- Held "PTO Student Representative" position in junior and senior year.
- Held "Student Technology Director" position in senior year.
Technical skills
Apple OSX
90%
Google Docs/Sheets
90%
Jira
80%
Looker BI
70%
Microsoft Office
95%
Zendesk
85%
Workforce skills
Adaptability
90%
Change Management
85%
Communication
95%
Critical Thinking
80%
Emotional intelligence
85%
Leadership
90%
Problem-solving
90%
Teamwork
100%