Summary
Overview
Work History
Education
Skills
Timeline
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LINCOLN CLAUSS

Brooklyn,NY

Summary

Passionate, empathetic, and reliable worker with 10+ years of experience in Customer Service, Hospitality, and Theatre. Enjoys working closely with others, and attention to detail. Excellent character, integrity, and adaptability, with a strong desire to work in a cooperative, team-oriented, and inclusive atmosphere.

Overview

7
7
years of professional experience

Work History

Senior Customer Success Representative

Farm To People
03.2023 - Current
  • Lead Customer Retention efforts by creating, maintaining, and distributing key feedback surveys to churned customer to obtain feedback on product/service areas for improvement
  • Lead Influencer Marketing acquisition channel by prospecting new influencers, managing current influencer relationships, and tracking results and budget
  • Track and monitor key performance indicators (e.g. email response times, delivery satisfaction survey responses, and credits/refunds issued, etc.)
  • Collaborate with the Fleet Manager to communicate and troubleshoot customer delivery experiences
  • Proactively contact customers affected by last minute shortages related to their orders or accounts
  • Collaborate with the Marketing team to pitch brand-friendly ideas for emails and social media
  • Write and proofread copy for sales, educational, and producer spotlight emails and social media posts
  • Segment emailing list and create coupon codes for marketing purposes
  • Assist with NYC Health + Hospitals partnership (creating accounts, managing subscriptions, creating and sharing reports with corporate clients)

Patient Experience Specialist

SimpleHealth
10.2021 - 09.2022
  • Ensured customer satisfaction for patients receiving contraception through online services
  • Answered patient questions with empathy and understanding
  • Settled 15-20 cases per hour
  • Liaised with the physician team on intimate patient needs and requests
  • Worked with insurance partners to resolve insurance-related issues
  • Provided constructive feedback, insight, and data cross-organization to improve user experience.

Member Services

Mile High Run Club
05.2018 - 07.2019
  • Provided high-level customer service and hospitality to studio clients
  • Assisted Management in daily studio tasks
  • Maintained an efficient and cohesive check-in process
  • Assisted with training of new hires for the front desk team
  • Maintained product knowledge of all retail items
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed a strong passion for health and fitness

Events Staff

Top Shelf
10.2017 - 05.2019
  • Assisted with various events throughout the New York City area
  • Set up event facilities and equipment, cleaned areas, and organized supplies
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards
  • Bussed and reset tables to keep dining room and work areas clean
  • Served food and beverages promptly with focused attention to customer needs

Education

Bachelor of Fine Arts - Musical Theater / Hospitality Management Minor

Ball State University
05.2017

Skills

  • Microsoft Office
  • Google Drive
  • Typing (85 WPM)
  • Acting/Improv
  • Cooking
  • Copywriting
  • Active Listening
  • Calm Under Pressure
  • Staff Training
  • Problem Solving

Timeline

Senior Customer Success Representative

Farm To People
03.2023 - Current

Patient Experience Specialist

SimpleHealth
10.2021 - 09.2022

Member Services

Mile High Run Club
05.2018 - 07.2019

Events Staff

Top Shelf
10.2017 - 05.2019

Bachelor of Fine Arts - Musical Theater / Hospitality Management Minor

Ball State University

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LINCOLN CLAUSS