Aysha Springston
Community Experience Curator
Dallas,TX
Summary
Community Building Professional with 10+ years of experience connecting clients across an array of technologies and platforms. A lifelong gamer who is as much a front line participant as community director, eagerly seeking continuous improvement on both sides of the interaction. A self- sufficient problem-solver who's adept at independent research, and thrives in a challenging environment. Seeking to further career by growing with Bungie as a community manager.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
Work History
Client Services Representative
Brink's Inc.
Coppell, TX
09.2019 - Current
- Developed and deepened high-pressure client relationships to cement profitable partnerships
- Collected data and developed detailed reports to identify trends and proactively pivot to meet them.
- Proactively mastered internal & external software to provide timely resolution to client issues
- Provided frequent feedback on common client pain points to directors
- Maintained consistent top metrics among peers
Lead Community Manager
Nick Nitro
05.2018 - 05.2020
- Led a small team in moderating a global community of 135,000+ members.
- Setup & organization of community, including security to keep members safe.
- Moderating live events in real time to ensure the best community experience.
- Bolstering engagement via planned & spontaneous community events
- Transitioned from a junior community manager to the lead community manager in less than 9 months
- Automated repetitive community tasks so that staff could spend up to 95% more time engaging the community
- Rebuilt the community from the ground up without disrupting existing features, resulting in an additional 500+ members within 2 months.
Caregiver
Self
10.2016 - 05.2018
- Assisted my mother as a full time caregiver post surgery
Senior Mac Chat Advisor
Apple Inc
01.2015 - 10.2016
- Trained multiple classes with 10+ students on new products and procedures
- Proactively arranged followups with clients to ensure total resolution
- Maintained complete ownership of cases to create a seamless experience
- Worked with a variety of clients from around the world and all walks of life.
- Created 10+ guides on resolving issues that were adopted as standard
- Drove one of the highest customer satisfaction and issue resolution rates among peers, over 95%
- Identified emerging issues and resolutions during multiple product launches to quickly distribute this information to colleagues to ensure a smooth launch
- Proactive participation in internal chats reduced unnecessary Tier 2 escalations from Tier 1 agents by at least 20%.
Mac Chat Advisor
Apple Inc
01.2013 - 06.2015
- Trusted to peer mentor multiple advisors on a one on one basis, improving their technical knowledge and customer satisfaction rate
- Led several team meetings during manager's absence.
- Proactively took elective internal and external courses to improve product knowledge
- Selected to peer mentor several classes of advisors transitioning over from iOS to Mac chat; recognized as a highly efficient advisor
- Rapidly adjusted to the different communication environment of chat versus voice, utilizing a less formal tone to appear more human and approachable, improving customer satisfaction
- Created multiple email templates to address a variety of follow up reasons, such as disconnects or follow up information, improving customer satisfaction and survey response rate
- Constant source of technical and positioning guidance for teammates and peers via internal chat
- Recognized as subject material expert for Mac and OS X.
Mac Phone Advisor
Apple Inc
01.2013 - 04.2013
- Proactively utilized resources such as screen sharing to resolve issues and educate clients
- Independently researched solutions to both common and uncommon problems to achieve first call resolution
- Actively maintained ownership of cases where possible to create a seamless customer experience
- Rapidly grasped the course materials to achieve the highest score in the New Advisor Training Class
- Put time in available to use to create troubleshooting guides for peers and take extracurricular courses to enhance knowledge set rapidly
- Utilized prior experience with researching to quickly locate resources, particularly internal ones, to resolve customer issues with a handle time on par with more tenured advisors
- Selected for the Mac Chat pilot group after only 3 months of on the phone experience due to excellent metrics and displayed knowledge.
FiOS Technical Support Master
Telvista
Farmer's Branch, TX
01.2011 - 11.2013
- Consistently recognized as a top performing advisor with metrics such as handle time and first call resolution placing in the top 10% of all advisors
- Due to high-level knowledge of procedures, policies and technical aspects of the position, frequently called on by advisors and instructors to share best practices and tips.
Education
Associate of Arts - Business Management
University of Phoenix
01.2007 - 01.2008
Skills
Community Management
Timeline
Client Services Representative
Brink's Inc.
09.2019 - Current
Lead Community Manager
Nick Nitro
05.2018 - 05.2020
Caregiver
Self
10.2016 - 05.2018
Senior Mac Chat Advisor
Apple Inc
01.2015 - 10.2016
Mac Chat Advisor
Apple Inc
01.2013 - 06.2015
Mac Phone Advisor
Apple Inc
01.2013 - 04.2013
FiOS Technical Support Master
Telvista
01.2011 - 11.2013
Associate of Arts - Business Management
University of Phoenix
01.2007 - 01.2008
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