Corporate, Non-profit, and Private Clientele. New York, NY 01/1997 – present
• Customer facing professional, ensuring every interaction contributes to better overall experience
• Key player in reactive and proactive support, driving strategic organization-wide improvements
• Gather and share insights, driving operational and customer support experience improvements
• Communicate effectively with all clients across communication platforms, delivering professional and seamless support
• Take ownership of the customer journey by identifying patterns and making data-driven recommendations
• Own and resolve customer cases through swift high-touch support and escalation management
• Mediated between clients and management, ensuring customer satisfaction and improving processes
• Maintained knowledge of security, compliance, and operational policies
• Drove product knowledge and adoption, educating customers on best practices
• Provided knowledgeable answers to questions about product, pricing and availability
• Analyzed trends in customer inquiries to drive meaningful enhancements
• Scheduling and confirming appointments
• Proficient with CRM systems, ticketing platforms, and web-based applications. Handled incoming and outgoing calls, created, managed, followed-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention
• Provided clients with regular progress updates
• Resolved customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem
• Guardian of Customer Experience – made informed decisions that prioritized customer satisfaction and business impact
• Collaborated for customer-centric solutions
CONTINUOUS DATES OF EMPLOYMENT
Freelance Recovery Coach 08/2025 – Present
Customer Service. Part-Time.
• Using empathy and rapport, establish short and long-term planning with clients that lead to personal and financial recovery from substance abuse
Metropolitan Center for Mental Health. New York, NY 12/2022 – 09/2025
Recovery Coach. Full-time.
• Successfully reoriented clients’ financial habits away from debt and towards optimizing asset growth
• Secured dependable resources for clients lacking access to employment and income
Educational Alliance Center for Recovery and Wellness. New York, NY 07/2017 – 12/2022
Customer Service / Recovery Coach. Full-time.
• Collaborated with clients to strengthen key life choices
• Using respect and courtesy, regularly diffused high-stress situations with conflict resolution skills
• Operated Teams and Zoom video to contact clients sequestered by COVID-19
• Worked daily under pressure, meeting deadlines and multitasking urgent priorities
Corporate and Private Clientele. New York, NY 01/1997 – 02/2017
Full-time Technical Trainer / Help Desk / Call Center
KASOWITZ LAW FIRM, SUNAMERICA BROKERAGE, NYC DEPARTMENT FOR THE AGING, PRIVATE CLIENTELE
• Full-time Technical Trainer / Help Desk / Call Center
• Employed interpersonal and communication skills to design and train proprietary software, Microsoft Office 2010 – 2016, and Adobe Creative Suite (Photoshop, Illustrator, and InDesign)
EDUCATION
Sarah Lawrence College. Bronxville, New York 1991
Bachelor of Arts: English