• Responds to inbound customer service tickets during scheduled time blocks, achieving ZBiotics response time metrics and processing support tickets

• Tracks in-progress orders, audits delays, processes returns, and manage shipping failures before they impact customer experience

• Supports on-site fulfillment at HQ when needed; tracks HQ product + supply + promotional inventory

• Updates, adjusts, and refines customer response macros / scripts as needed

• Maintains SOPs for customer support processes, supporting growth and onboarding of additional Customer Care team members

• Manages the ZBiotics Swag program which encompasses end-to-end execution of swag initiatives, including swag bags, employee appreciation gifts, and one-off partner packages.

• Manages any special requests related to swag and manage surprise and delight gifting initiatives (e.g., onboarding packages, retail anniversary gifts)

• Sources, coordinates, and packages branded and custom items for internal and external stakeholders.

• Works alongside the Director of People Operations to support employee engagement and experience by sourcing employee gifts, supporting in-person events and celebrations, and curating thoughtful moments of recognition throughout the employee lifecycle.

• Manages special and/or large event orders process for the Customer Care team

• Manages CSAT for Customer Care interactions, regularly sharing actionable customer feedback with the team to support ongoing improvements in customer satisfaction.

• Collaborates with cross-functional teams to resolve issues and ensure seamless communication and alignment on improving customer and employee experience.

• Maintained Star Sub teaching status in over 12 schools in the SF Peninsula and South Bay

• Adapted to various work conditions and highly trained to instruct 30+ students in blended-learning environments

• Worked cross-functionally with internal stakeholders to collaborate and deliver curriculum

Check us out: https://www.baba-bags.com/

• Designed and launched a renewed website to optimize customer shopping experience and business outcomes

• Revitalized company brand identity by developing visual and information hierarchy, brand presence, and voice

• Performed effective market research and implemented new features that attract customers who are looking to make a sustainable, global impact

• Proactively increased customer satisfaction and loyalty, ensuring interactions meet customer needs, and managing the customer life cycle

• Responded to all inbound customer service including social media, achieving ZBiotics response time metrics and processing support tickets

• Supported on-site fulfillment at HQ, track HQ product, supply, and promotional inventory

• Analyzed fraud cases and processes chargeback requests via Shopify and Paypal

• Learned Medi-Cal policy benefits to assist ~130,000 county residents to gain access to health benefits

• Acquired skills with various safety-net software tools, multitasked between 5+ task management platforms