Kendra Mascis
Fernley,NV
Summary
Forward-thinking candidate equipped with advanced operational and technical skills. Strong organizational skills, along with book recommendations. Proven team leader and problem-solver, competent in navigating complex situations. Manages assignments, schedules, and projects with an organized and detail-oriented mindset.
Overview
9
9
years of professional experience
Work History
Book Content Creator
Content Creators
01.2024 - Current
- Weekly reading across indie authors and popular authors.
- Post book reviews and vlogs across social media.
- Proficient knowledge of book titles, authors, and genres.
- I worked closely with known authors on social media for an advanced reader copy.
- Experience with cash registers and point of sale.
- Strong organizational skills.
- Excellent customer service.
- Experience with book recommendations.
Senior Customer Specialist /Account Management Specialist
Mariana Tek by Xplor
08.2020 - Current
- Strengthened relationships with current accounts through consistent, frequent communication.
- Assisted customers via live chat and email through Intercom, while creating bug tickets through JIRA.
- Focused on upsell opportunities and churn risks.
- I took the lead on post-launch calls with new clients being onboarded, and I educated them about the software.
- I worked closely on chargebacks.
- Followed proper escalation processes and well-researched escalations to the Engineer and Research teams.
Booker Support Specialist/SMB Account Manager
MindBody
06.2019 - 05.2020
- Worked closely with customers to ensure the satisfaction of the software.
- Educated business owners on increasing and retaining revenue, as well as client engagement.
- Worked with small and medium business sectors, and assigned leads monthly.
- Identified additional opportunities for revenue growth.
- Achieved all performance-to-goal objectives, and monthly quota targets.
Shift Supervisor
Starbucks
10.2015 - 02.2019
- Prepared items according to written or verbal orders, along with inventory management.
- Recorded cash, checks, and credit card transactions.
- Helped store management meet standards of service and quality in daily operations.
- Provided on-the-job training to new staff members.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
Education
Bachelor of Science - Biology
San Marcos State University
San Marcos, CA06.2020
Associate of Science - Biology
Palomar Community College
San Marcos, CA08.2018
Skills
- Expert verbal and written communication
- Resilience and grit
- Knowledge of book titles and genres
- Organizational skills
- Teamwork and Building Authentic Relationships
- Time Management and Punctuality
- Analytical, lateral, and critical thinking
- Intercom, JIRA, Redash, Mailchimp, Stripe, and Salesforce
- Bug Fixes and Chargebacks
- Customer Account Management
Timeline
Book Content Creator
Content Creators
01.2024 - Current
Senior Customer Specialist /Account Management Specialist
Mariana Tek by Xplor
08.2020 - Current
Booker Support Specialist/SMB Account Manager
MindBody
06.2019 - 05.2020
Shift Supervisor
Starbucks
10.2015 - 02.2019
Bachelor of Science - Biology
San Marcos State University
Associate of Science - Biology
Palomar Community College
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