Iris Cain
Plattsburgh
Summary
Customer Service Specialist with extensive experience in diverse sectors including healthcare, consulting, e-commerce, nonprofit, and retail. Demonstrated expertise in managing high-volume inquiries and resolving complex issues while acting as a liaison between organizations and the public. Proficient in transactional communication, CRM systems, and fostering cross-functional collaboration. Focused on enhancing customer and stakeholder satisfaction, retention, and operational efficiency through brand-aligned service delivery and internal communications.
Overview
9
9
years of professional experience
Work History
Direct Support Professional
Clinton County Advocacy & Resource Center
Plattsburgh
04.2025 - Current
- Support the medical, personal, and daily living needs of individuals with intellectual and developmental disabilities
- Conduct safety inspections and prepare detailed reports to ensure compliance with regulatory and housing standards
- Maintain cleanliness, organization, and property standards to ensure safe living environments
- Track inventory of household supplies, medications, and utilities to maintain uninterrupted care
- Document services accurately for Medicaid billing and compliance purposes
Associate
Jonathan Joseph Consulting
08.2024 - Current
- Prospect and qualify new consulting clients, achieving a 22 percent close rate
- Develop client-facing pitch materials and presentation assets for for-profit consulting services
- Manage executive calendar scheduling and coordinate meetings and deliverables
- Conduct grant prospecting using multiple databases and support Letter of Intent development
- Create and document standard operating procedures for low-ticket business coaching programs and journal-based products scheduled for 2026 launch
- Collaborated with team members to streamline operational processes and improve efficiency.
Customer Solutions Specialist (Hybrid)
Parts Town
Plattsburgh
01.2023 - 11.2024
- Selected as one of ten specialists to support the company’s live online chat platform
- Managed multiple customer chats simultaneously to maintain low response and resolution times
- Navigated CRM and ERP systems including Salesforce, SAP, Syspro, Hybris, and Bloomfire to resolve account and order inquiries
- Resolved customer complaints and disputes efficiently, contributing to improved customer satisfaction metrics
- Collaborated with internal teams to troubleshoot technical issues across web and mobile platforms
Communications Coordinator
Strand Center for the Arts
Plattsburgh
03.2022 - 12.2022
- Managed social media platforms and analyzed performance metrics to increase engagement
- Conducted market research to identify new audiences and promotional opportunities
- Wrote and distributed press releases to promote events and programming
- Designed advertising materials for billboards, marquees, window displays, and direct mail
- Increased revenue through targeted marketing strategies developed within budget constraints
Regional Brand Experience Coordinator
Shiseido
New York City
09.2016 - 04.2020
- Oversaw sales performance, training, and brand execution across 20+ Ulta and Sephora locations
- Scheduled and managed freelance teams for in-store support and promotional events
- Built strong relationships with customers, store leadership, and retail partners
- Maintained brand visual standards and created promotional social media content
- Delivered summit-style training sessions on new product launches and brand education
Market Trainer
GLAMGLOW
New York City
07.2017 - 01.2019
- Provided facials and in-depth skincare consultations to clients
- Achieved and exceeded daily sales targets through consultative selling
- Supported and executed product launch events and brand activations in New York City, NY
Education
Associate Studies - Mortuary Science
American Academy McAllister Institute
New York, NY08.2020
Skills
- Customer Service & Support
- Client Relationship Management
- Issue Resolution & Escalation
- CRM & ERP Systems (Salesforce, SAP, Syspro, Hybris)
- Live Chat & Multichannel Support
- Documentation & Compliance
- Scheduling & Calendar Management
- Process Improvement & SOP Development
- Data Tracking & Reporting
- Social Media & Communications
- Grants Research Databases (Candid, Instrumentl)
Timeline
Direct Support Professional
Clinton County Advocacy & Resource Center
04.2025 - Current
Associate
Jonathan Joseph Consulting
08.2024 - Current
Customer Solutions Specialist (Hybrid)
Parts Town
01.2023 - 11.2024
Communications Coordinator
Strand Center for the Arts
03.2022 - 12.2022
Market Trainer
GLAMGLOW
07.2017 - 01.2019
Regional Brand Experience Coordinator
Shiseido
09.2016 - 04.2020
Associate Studies - Mortuary Science
American Academy McAllister Institute