Conservation
Mia Haviland
Wilmington,NC
Summary
Meticulous customer retention specialist with 10 years of experience in health and science-focused customer education, technical troubleshooting, and cross-functional collaboration. Proven track record of effectively communicating with customers, ensuring their satisfaction, and fostering loyalty. Experienced in working with small businesses and major startups, consistently delivering results. Currently pursuing a Bachelor's degree in Biology to transition career towards conservation and scientific writing.
Overview
11
11
years of professional experience
Work History
Retention Specialist
Quince
01.2024 - 11.2024
- Assisted customers via live chat and email with questions pertaining to product information, order statuses, tracking information, returns & exchanges, and technical troubleshooting
- Maintained a Customer Satisfaction score of 4.8 or higher
- Maintained record-high 20% customer retention metric (agent-driven spending within 30 days of contact)
- Ranked number one in department overall in the first month out of training
- Resolved customer complaints with empathy and professionalism, de-escalating situations while finding mutually beneficial resolutions
- Worked cross-functionally with Product, Engineering, and Logistics on a daily basis to identify and address problems
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Care Representative
Everly Health
11.2021 - 01.2024
- Managed inbound customer emails regarding every aspect of customer experience, including technical troubleshooting, shipping inquiries, billing needs, sample verification, medical process questions, lab issues, and test results
- Recognized for consistently exceeding Customer Satisfaction goals regardless of workload or season
- Led company-wide employee program to shadow customer service representatives to create and maintain cohesive and current understanding of customer experience
- Delivered critical results via inbound and outbound calls to members of enterprise programs and clients, including colon cancer screenings for Medicare recipients and heart health checks for other major insurance providers
- Appointed team liaison to engineering team for key collaborative projects
- Presented regular updates to department regarding JIRA reporting and other key metrics
- Improved team efficiency by editing all team Saved Replies for improved language, clarity, and consistency
- Discovered, investigated, and logged technical bugs and other cross-functional issues to improve customer experience across website and mobile app
- Balanced a wide variety of programs, databases, and platforms smoothly and simultaneously while maintaining a complex system of organization to ensure accuracy of data and achievement of goals.
Member Advocate
Thyroid Pharmacist
06.2019 - 11.2021
- Managed responses to a global customer base regarding autoimmune disease by providing articles, resources, and information within legal scope
- Strategized with Customer Service team to create web-based Standard Operating Procedure manual for all current and future team members including video demonstrations
- Designed and created customer-facing resources to empower their health self-advocacy
- Provided strong, friendly service to customers with various technical issues regarding customer profiles, internal program portals, purchases, subscriptions, and email automation
- Supported larger team and company by completing administrative tasks such as manual back-ups, reports, and tracking feedback data via spreadsheets.
Manager
I.C. London Boutique
01.2017 - 05.2019
- Delivered highly personalized level of customer service in fast-paced environment
- Managed small-business CRM database to ensure data fidelity and accuracy
- Created all print and digital marketing materials
- Developed social media strategy and implemented targeted digital marketing campaigns
- Tracked inventory and initiated timely orders of new stock and customer requests
- Served as primary point of contact for customers and vendors
- Interviewed and trained new hires and seasonal employees on all systems and product knowledge.
Service Coordinator
Fluent Language Solutions
09.2015 - 12.2016
- Fielded requests from a variety of clients including major hospitals, government agencies, and emergency response teams, and paired them with interpreter assignments for immediate and future needs
- Maintained strong working relationships with repeat clients and service providers to ensure client retention and consistent service for patients
- Adapted quickly to emergency requests and crisis situations
- Managed extensive portfolio of corporate clients and contract interpreters.
Administrative and Marketing Assistant
The Sophia Institute
01.2014 - 01.2015
- Developed comprehensive strategic marketing plan
- Designed targeted mailings for fundraising campaigns and events
- Planned and executed large-scale events, including venue coordination, operational preparation, and volunteer management
- Maintained 20,000-member donor database
Education
Bachelor of Arts - Biology
University of North Carolina - Wilmington
Wilmington, NC05.2026
Associate of Arts - Biology
Central Piedmont Community College
Charlotte, NC05.2024
Skills
- Clear and effective written communication
- Customer Relationship Management (CRM): SalesForce, FreshDesk, Zendesk, Gorgias, Gladly
- Marketing systems: Mandrill, Iterable, Constant Contact, MailChimp, RainMaker, ConvertKit
- Team Collaboration systems: JIRA, Confluence, Redash, BaseCamp, Slack, Microsoft Office Suite, Google Suite, Evernote, Dropbox, Zoom,
- Helpdesk: Help Scout, Solvvy
- Integrated Call systems: NICE inContact, Talkdesk
- Integrated AI: Solvvy, Zoom, SalesForce
- POS and OMS systems: Altru (Blackbaud), Paygo, Square, Shopify, Vendor Portal
- Content Management: Drupal, WordPress, Maestro, Wix
Affiliations
- Https://www.capefearaudubon.org/
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Ecological Restoration
Population Genetics
Wetlands Ecology
Science Writing
Field Work
Certification
Gladly Support Hero Certified
Work Preference
Work Type
Part TimeContract WorkInternshipGig WorkWork Location
On-SiteRemoteHybridImportant To Me
Flexible work hoursWork from home optionCareer advancementTimeline
Retention Specialist
Quince
01.2024 - 11.2024
Customer Care Representative
Everly Health
11.2021 - 01.2024
Member Advocate
Thyroid Pharmacist
06.2019 - 11.2021
Manager
I.C. London Boutique
01.2017 - 05.2019
Service Coordinator
Fluent Language Solutions
09.2015 - 12.2016
Administrative and Marketing Assistant
The Sophia Institute
01.2014 - 01.2015
Bachelor of Arts - Biology
University of North Carolina - Wilmington
Associate of Arts - Biology
Central Piedmont Community College
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