Arissa O’Flaherty
GalaxyCon
Orlando,FL
10
years of professional experience
Results-driven Team Leader with expertise in enhancing performance and maximizing customer satisfaction through strategic call management and process improvements. Delivered impactful training and mentorship to cultivate a collaborative culture and continuous improvement. Managed complex projects and schedules, fostering collaboration within diverse teams while remaining adaptable to evolving project requirements.
Work History
Programming Coordinator
2 Years 1 Month- Coordinated programming schedules, aligning panels, events, and guest appearances with production timelines.
- Managed speaker communications, confirming session details, requirements, and logistics for convention programming.
- Developed run-of-show documents, ensuring accurate timing and smooth execution across multiple venues.
- Collaborated with operations, marketing, and talent teams to resolve scheduling conflicts and support event flow.
- Tracked program changes, updating internal records and distributing revisions to relevant staff.
- Reviewed session submissions, organizing content into balanced programming tracks and audience-focused themes.
- Mentored support staff on programming procedures, communication standards, and event-day coordination.
- Streamlined planning workflows, improving accuracy in event coordination and last-minute adjustments.
Customer Service Coordinator
4 Years 1 Month- Monitored and reported trends in customer interactions to evaluate processes and identify improvement opportunities.
- Responded to customer inquiries via calls and emails regarding conventions and shipping issues.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Provided directions to visitors, enhancing customer service and satisfaction with requested locations, events, and landmarks.
- Implemented contingency plans to address last-minute changes or unforeseen events.
- Set up promotional displays and equipment for special events and activities.
- Facilitated guest experience by overseeing registration processes, providing information, managing lost and found, and ensuring accessibility at GalaxyCon events. (GalaxyCon Columbus, GalaxyCon Austin, GalaxyCon Raleigh, Animate! Columbus, GalaxyCon Richmond, Animate! Des Moines)
Customer Support Tier 2
1 Year 7 Months- Reviewed patients' insurance details, including deductibles and uncovered balances.
- Identified and resolved patient billing and payment issues.
- Managed fast-paced call center work to assist with a high volume of daily customers using multiple internal databases and systems.
- Worked within a task management system to receive, manage and close support requests.
- Troubleshot problems with software, hardware and networking for users.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Posted and adjusted payments from insurance companies.
- Located errors and promptly refiled the rejected claims.
Customer Service Manager
4 Years 1 Month- Led customer service team to resolve complex inquiries and maintain service standards
- Collaborated with sales teams and team leaders to align on targets, enhance revenue strategies, and refine promotional efforts.
- Provided general tech support via phone using interaction desktop, email and chat support using SalesForce for LogMeIn products.
- Troubleshot problems with software, hardware and networking for users.
- Trained new hires on location to expand support in new call center in Costa Rica.
- Analyzed recurring operational issues to identify solutions that enhanced overall business outcomes.
- Directed customer service team in resolving complex inquiries, ensuring adherence to service standards.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Education
High School Diploma
Associate of Arts
Skills
Event planning
Scheduling
Program coordination
Time management
Customer support
Guest management
Logistics management
Scheduling
Customer Relationship Management Software (CRM)
Microsoft Office
Problem-solving
Decision-making
Transportation coordination
Team leadership
Customer service
Team building and leadership
Personal Information
Title: Customer Service
Timeline
Programming Coordinator
GalaxyCon
09.2024 - CurrentRead More
Customer Service Coordinator
GalaxyCon
09.2022 - CurrentRead More
Customer Support Tier 2
Modernizing Medicine
11.2020 - 06.2022Read More
Customer Service Manager
Sage Outsource
09.2016 - 10.2020Read More
Boyd Anderson High School
High School Diploma
Read More
Broward College
Associate of Arts
Read More