Resume
Courtney Ann Hayden
5135 NE 21st Avenue, Portland, OR 97211 • Mobile: (802) 793 -7152 • Email: ------------
EDUCATION
PLYMOUTH STATE UNIVERSITY, Plymouth, NH BS May 2018
Major: Marketing • Integrated Marketing Communications (Psychology Minor)
• Magna Cum Laude, Dean's list GPA: 3.72
Course work: Marketing Management • Branding & Marketing Communication • Sports Marketing • Strategic Management • Organizational Communications • Professional Selling Skills • Consumer Behavior • Operations Management • Marketing Research • Behavioral Neuroscience
SKILLS SUMMARY
Customer service • Social media management • Team management • Start-up experience • Time management • Phone training and etiquette • Strong work ethic • Captain/leadership experience • Mindfulness practice • Meditation teaching experience • Reiki Certified • Proficient in microsoft excel and word • Proficient on ZenDesk • Shopfify experience • Student-Athlete • Email communications
EXPERIENCE
Your Super, Venice, CA, Customer Experience Manager December 2018-Current
• Responsible for creating a pleasant customer experience through interactions via phone, email, chat, and social media
• Worked across platforms of Zendesk, Shopify, Facebook, Instagram, Klaviyo and Amazon to ensure efficient customer response time
• Directly managed 4 remote team individuals and was responsible for scheduling, onboarding experience, weekly check-in meetings, keeping consistent company tone in their customer interactions, and tracking individual KPI’s such as satisfaction, agent touches and solves
• Maintained a 90% or higher customer satisfaction rating and an average first response time of 11 hours
• Event representation to promote brand awareness and customer interaction in the Los Angeles area
• Responsible for updating customers on any changes or delays with their orders via email through Klaviyo
• Created canned email responses to maintain uniform company tone, make for a more efficient work processes for agents, reduce the number of required touches and keep a consistent response time
Thrive Market, Marina Del Rey, CA, Member Services Specialist Sep.-Dec. 2018
•Responsible for interacting with customers via phone, online chat, email, and social media
• Worked across platforms of Zendesk, Magento, Facebook, and Instagram to create pleasant customer interaction and timely solutions
• Held a consistent satisfaction rating of 92% or higher
• Consistently improved personal customer retention percentages weekly
• Worked with a team of 25+ and learned to allocate responsibilities appropriately to assist as many customers as possible in a timely manner
Two Roads Hospitality, Stowe, VT, Spa Concierge May-August 2018
• Responsible for booking appointments and checking guests in, as well as general upkeep of the spa and its amenities
• Assisted members as well as new customers to ensure a comfortable and relaxing experience
ACTIVITIES
Ceremony Meditation - Meditation and Reiki Teacher Training April-December 2019
Plymouth State Alpine Ski Team (2018 Team Captain) 2014-2018
GOALS
To further my experience in the field of health and wellness, obtain more holistic health certifications and continue to develop my leadership skills to bring a wide range of knowledge and passion into my future career endeavors.
Courtney Ann Hayden
5135 NE 21st Avenue, Portland, OR 97211 • Mobile: (802) 793 -7152 • Email: ------------
EDUCATION
PLYMOUTH STATE UNIVERSITY, Plymouth, NH BS May 2018
Major: Marketing • Integrated Marketing Communications (Psychology Minor)
• Magna Cum Laude, Dean's list GPA: 3.72
Course work: Marketing Management • Branding & Marketing Communication • Sports Marketing • Strategic Management • Organizational Communications • Professional Selling Skills • Consumer Behavior • Operations Management • Marketing Research • Behavioral Neuroscience
SKILLS SUMMARY
Customer service • Social media management • Team management • Start-up experience • Time management • Phone training and etiquette • Strong work ethic • Captain/leadership experience • Mindfulness practice • Meditation teaching experience • Reiki Certified • Proficient in microsoft excel and word • Proficient on ZenDesk • Shopfify experience • Student-Athlete • Email communications
EXPERIENCE
Your Super, Venice, CA, Customer Experience Manager December 2018-Current
• Responsible for creating a pleasant customer experience through interactions via phone, email, chat, and social media
• Worked across platforms of Zendesk, Shopify, Facebook, Instagram, Klaviyo and Amazon to ensure efficient customer response time
• Directly managed 4 remote team individuals and was responsible for scheduling, onboarding experience, weekly check-in meetings, keeping consistent company tone in their customer interactions, and tracking individual KPI’s such as satisfaction, agent touches and solves
• Maintained a 90% or higher customer satisfaction rating and an average first response time of 11 hours
• Event representation to promote brand awareness and customer interaction in the Los Angeles area
• Responsible for updating customers on any changes or delays with their orders via email through Klaviyo
• Created canned email responses to maintain uniform company tone, make for a more efficient work processes for agents, reduce the number of required touches and keep a consistent response time
Thrive Market, Marina Del Rey, CA, Member Services Specialist Sep.-Dec. 2018
•Responsible for interacting with customers via phone, online chat, email, and social media
• Worked across platforms of Zendesk, Magento, Facebook, and Instagram to create pleasant customer interaction and timely solutions
• Held a consistent satisfaction rating of 92% or higher
• Consistently improved personal customer retention percentages weekly
• Worked with a team of 25+ and learned to allocate responsibilities appropriately to assist as many customers as possible in a timely manner
Two Roads Hospitality, Stowe, VT, Spa Concierge May-August 2018
• Responsible for booking appointments and checking guests in, as well as general upkeep of the spa and its amenities
• Assisted members as well as new customers to ensure a comfortable and relaxing experience
ACTIVITIES
Ceremony Meditation - Meditation and Reiki Teacher Training April-December 2019
Plymouth State Alpine Ski Team (2018 Team Captain) 2014-2018
GOALS
To further my experience in the field of health and wellness, obtain more holistic health certifications and continue to develop my leadership skills to bring a wide range of knowledge and passion into my future career endeavors.