caroline martin cv
TRANSCRIPT
CAROLINE MARTIN591 VAN BUREN STREET BROOKLYN, NEW YORK , 11221 2016600755
EDUCATION
BROWN UNIVERSITY, PROVIDENCE, RI Ethnic Studies, May 2011
WORK EXPERIENCE
BONOBOS, NEW YORK, NY Customer Service Operations Manager, Jan 2014 – present
Train all customer service reps in new processes and standard operating procedures. Aggregate and learn from net promoter score for web customers. Manage three direct reports responsible for organizing workflow for customer service reps and
communicating with other departments to correct any operational defect hindering workflow. Develop enrichment programs for customer service reps to keep them learning and engaged.
Sr. Ninja, Aug 2013 – Jan 2014 Customer service manager of a team of 24. Direct manager of 7 customer service reps, via weekly
meetings to talk about their goals/progress, provide feedback, and approve hours and pay. Manages all training of new customer service employees. Manages quality assurance for the entire team to verify that all emails, live-chat, and phone calls are of
the highest quality.
Team Lead, Apr 2013 – Aug 2013 Manage small team of customer service reps while being trained in team management and approving
hours for payroll. Trains all new customer service representatives.
Ninja, Aug 2012 – Apr 2013 Customer service representative providing customer support via e-mail, phone, and live chat.
THE JUILLIARD SCHOOL, NEW YORK, NY Vocal Arts Administrative Intern, Aug 2011 – May 2012
Provided administrative support to vocal arts at Juilliard by managing a high volume of phone calls in a busy office and maintaining and updating extensive files.
Submitted the weekly schedules of vocal coaches, personnel who have been requested for rehearsals, and students into ArtsVision, (a software management and planning application designed specifically for the performing arts).
Produced master classes, undergraduate recitals, and a liederabend.
LINCOLN CENTER FOR THE PERFORMING ARTS, NEW YORK, NY Artist Services Assistant, Aug 2011 – Aug 2012
Assisted in the production of performances and special events at the David Rubenstein Atrium at Lincoln Center.
Acted as the key liaison to artists/clients the days of events. Coordinated artist hospitality by arranging the artist’s meal and local transport, implementing show or
special event schedule as it pertained to artists/clients, accompanied artist/client to and from greenroom to performance area and overseeing artist VIP list for performances/events.
ADDITIONAL SKILLS
Trained in ArtsVision, PC and Mac operating systems, MS Office, and an improv comedian.
