Luna Foster
Murfreesboro,TN
Summary
Passionate learner with a knack for adapting in new settings. Extensive experience in creative spaces. Won't let a fear of change hold back improving. A heart for DEI and advocacy for underrepresented voiced. And a wizard in Excel.
Overview
9
9
years of professional experience
Work History
BUSINESS OPERATIONS SPECIALIST/WORKFORCE MANAGEMENT (CX) AND LGBTQ+ GROUP LEAD
CLASSPASS (MINDBODY)
10.2020 - 11.2023
- Using Excel, SQL, Tableau, and Assembled, developed 12 month contact volume forecasts with +/-5% accuracy
- Produced schedules for 20 in-house associate and 150+ external associates across 2 BPO teams
- Advised management team on hiring needs and guided training schedules for quarterly new hire classes of up to 40 employees
- Put together and presented quarterly proposals to ClassPass's senior directors, guiding yearly planning and budget forecasts
- Led LGBTQ+ Employee Resource Group, planning events for 150+ members
- This included scheduling events with external speakers, speaking in company-wide meetings for 1000+ employees about experiences of being trans in the workplace, and attending conferences as a DEI representative
- Apart of the team through layoffs and company merger, scaling schedules and processes from 12 to 150 associates.
CUSTOMER EXPERIENCE ASSOCIATE
CLASSPASS
10.2019 - 10.2020
- Helping customers in countries around the world answer questions and solve complex issues
- Audited over 2000 ticket macros and created documentation used by entire associate team, decreasing time per ticket by over 1 minute.
WAREHOUSE ASSOCIATE
DFTBA WAREHOUSE
09.2018 - 10.2019
- Experience at quickly growing company (200% increase in revenue while employed there)
- Discussing workflow changes and their ROI and overall impact on other workers.
VIDEO EDITOR AND HOST
SYNEMA STUDIOS
02.2015 - 07.2018
- First employee, hired to edit video as well as build workflows that would aid in team's future growth
- Editing and color grading for daily vlogging channel with 25,000+ subscribers
- Host, writer, and videographer for weekly tech review show, producing 20+ episodes
FREELANCE VIDEO WORK
Self-Employed
09.2015 - 07.2018
- Coordinated, shot, and edited over 100 video projects for various clients including real estate agents, speakers, and local organizations
- Managed social media campaigns to go alongside video projects
EVENT COORDINATOR
BOISE ANIMATOR MEETUP
05.2017 - 07.2017
- Managed customer service for over 500 attendees before and during the event
- Developed and managed schedules for event staff.
Education
Some College (No Degree) - English Education
MIDDLE TENNESSEE STATE UNIVERSITY
MurfreesboroSkills
- 5 years of experience with Excel and Google Sheets
- Clear and concise communicator
- Experience in fast paced and growing companies
- Building and pitching quarterly and annual budget plans
- Working with global customer service teams, including BPO partners
- Google Suite and Microsoft Office Suite
- Zendesk, Tableau, and Assembled WFM
- Able to self-teach quickly in new areas
Timeline
BUSINESS OPERATIONS SPECIALIST/WORKFORCE MANAGEMENT (CX) AND LGBTQ+ GROUP LEAD
CLASSPASS (MINDBODY)
10.2020 - 11.2023
CUSTOMER EXPERIENCE ASSOCIATE
CLASSPASS
10.2019 - 10.2020
WAREHOUSE ASSOCIATE
DFTBA WAREHOUSE
09.2018 - 10.2019
EVENT COORDINATOR
BOISE ANIMATOR MEETUP
05.2017 - 07.2017
FREELANCE VIDEO WORK
Self-Employed
09.2015 - 07.2018
VIDEO EDITOR AND HOST
SYNEMA STUDIOS
02.2015 - 07.2018
Some College (No Degree) - English Education
MIDDLE TENNESSEE STATE UNIVERSITY
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