Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Hi, I’m
Patrice Miller
Brooklyn,New York
Summary
Overview
14
years of professional experience
1
Certification
Work History
Freelance Grant Editor and Development Associate
01.2010 - Current
Job overview
- Summary: grant editing, writing, and development guidance with various small arts and animal welfare nonprofit.
- Identified training needs and developed content while evaluating existing programs
- Developed individualized and group programming and safety plans in support of each company's missions
- Created fundraising materials utilized on social media and websites and sent out in mass mailings
- Created fundraising strategies tied to each institution's mission, programs and goals
- Identified new sources, both individual and business, of support as donors and vendors
- Researched possible grants and created proposals to submit along with grant applications
ProAudioStar
Senior Customer Service Associate
01.2021 - 01.2023
Job overview
- Summary: offered exceptional customer service for the music gear e-commerce website managing hundreds of emails, calls, and live chat tickets each week
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Investigated and resolved accounting, service and delivery concerns
- Wrote and standardized customer facing language, feedback processes, internal communications and internal processes; trained new employees; introduced new tools and processes to ensure proper data capture and analysis
Propel
Customer Experience Associate
01.2020 - 01.2021
Job overview
- Summary: offered exceptional customer service and help for the fintech on their Fresh Card team - a debit card specifically for low and moderate income Americans.
- Cooperated closely with other departments to support achievement of customer experience outcomes
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded proactively and positively to rapid change
- Participated in UX via customer interviews, tracking data, and utilizing Jira
Lo & Sons
Customer Experience Associate
01.2017 - 01.2020
Job overview
- Summary: offered exceptional customer service and help for the e-commerce based travel bag company.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships
- Cooperated closely with other departments to support achievement of customer experience outcomes
- Investigated customer complaints and escalated issues to address critical requests
- Managed timely and effective replacement of damaged or missing products
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Investigated and resolved accounting, service and delivery concerns
Hoagy & Bix Company
Legacy Manager, Executive Assistant, Asst Producer
01.2013 - 01.2018
Job overview
- Summary: office manager for Hoagy Bix Carmichael; Assistant Producer on Stardust Road workshop; legacy manager for Hoagy Carmichael, including the songbook
- Ensured day to day maintenance of office (SaaS tools: scheduling, mail; phones)
- Accounting: book-keeping for three business accounts
- Assisted in the sale of the Hoagy Carmichael song catalog to Warner Brothers, Inc.
- Maintained the Hoagy Carmichael legacy: built new website, updated internet listings, fact-checked articles
- Produced Stardust Road the the musical's first productions: maintained investor relations, coordinated production schedules and travel, ensured creative team had necessary resources
- Wrote and edited documents including Stardust Road investor communications as well as PR support materials, and Mr Carmichael’s non-fiction writing
Off Broadway
Box Office Manager
01.2011 - 01.2014
Job overview
- Summary: managed Off-Broadway box offices
- Analyzed current and past event sales to assist in determining future marketing strategies
- Collaborated with marketing department to brainstorm methods to upsell tickets to various shows using OvationTix, Eventbrite, and Brown Paper Tickets to extract data for email blasts and mailing lists
- Utilized OvationTix, Eventbrite, and Brown Paper Tickets to generate performance reports, accurately documenting projected sales and attendance
- Communicated with subscribers to exchange, upgrade, renew and purchase tickets
- Trained and motivated 6-person box office staff and volunteers to maximize ticket sales and facilitate distribution of information regarding shows and performances
- Printed tickets, checking accuracy of date, time and seat numbers before giving to customers
- Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales
- Created and maintained reports of sold tickets and payments received
- Shows included: The Velvet Oratorio Produced by Untitled Theater Company #61, at the Bohemian National Hall, New York, NY; The Last Cyclist Produced by Naomi Patz The West End Theatre, New York, NY; The Soap Myth Produced by Arnold Mittelman, National Jewish Theater at the RoundAbout Underground, New York, NY.
All For One Theater Festival
Director of Development
01.2012 - 01.2013
Job overview
- Summary: Structured and built development department, formally instituted programming including an Artist in Residence program; managed multi-million dollar budget; inaugural gala planning and implementation.
- Co-wrote a new submissions policy and community-based curation model for the annual festival
- Researched and cataloged grant opportunities, grant and foundation proposal writing
- Drove donor cultivation through events and drives, database establishment and management, communications
- Produced special live events, including inaugural gala and an open mic series
- Established a junior board to aide in fundraising, event planning, and volunteer management
- Established data tracking including reviews of programs based on financial and programmatic objectives and goals
- Identified and contracted corporate sponsorships for events
- Collaborated with General Manager in budgeting, creating internal financial forms/processes, generating and presenting annual reports for board review
- Oversaw board development and non-profit legal compliance
Executive Live Event Producing
Job overview
- Summary: acted as executive producer on a number of Off-Broadway and professional cabaret shows
- Negotiated union and private contracts
- Created and maintained production budgets, accounting and bookkeeping,
- Ensured safety and compliance with proper insurance, emergency planning
- Supervised production calendar and deadlines, performance venue inspection, load-in and load-out (including venue repairs, truck rentals, fire code enforcement, and breakdown and garbage removal in accordance with sanitation laws),
- Generated donor reports and maintained donor relations
- Supervised marketing development and strategy, publicity and public relations, box office management
- Shows included: The Pig or Vaclav Havel's Hunt for the Pig (July, 2011) premiere of the final play by Vaclav Havel, 3-Legged Dog, New York, NY; BUZZED: The Cast of HAIR Sing Carner & Gregor (February, 2010) the original Broadway cast of HAIR singing the songbook of Sam Carner & Derek Gregor, HA! Comedy Club, New York, NY; Sing, But Don't Tell (2009) NYMF at Nite/Sweet Caroline's; Twilight in Manchego by Matt Goul, directed by Billy Porter, NYMF Next Link 2008
Education
CUNY Hunter CollegeNew York, NY
Bachelor of Arts from Dance, Creative Writing, Anthropology
2008
University Overview
Broadway Dance CenterNew York, NY
Ongoing Professional Training
University Overview
Peridance Center
Ongoing Professional Training
University Overview
Workshop Theater
Ongoing Professional Training
University Overview
Going With Grace
Death Doula Certificate
University Overview
Skills
- SaaS (Google Suite, Microsoft Office 365, Slack, Airtable)
- Advance Zendesk (all channels, admin)
- Payment processors/financial tools: Shopify, Magento, Braintree, Paypal, Affirm, Sezzle, Salespad, Galileo Customer Service Tool
- UX research: Jira, Productboard
- Book-keeping: QuickBooks
- Producing Special Events
- Budget Development and Management
- Policy and program development
- Team building and development
- Process and procedure development
- Project development understanding
Certification
Death Doula Training with Going with Grace
Volunteering
Volunteering
Monore Street Cats: Lead advocate, community relations, foster trainer, feeder, and box scooperLead advocate, community relations, foster trainer, feeder, and box scooper
- Working in collaboration with organizations and a collective of local, independent rescuers I help TNVR (trap, neuter, vaccinate, return) feral animals (mostly cats), rehab and rehome abandoned animals, socialize kittens, feed and manage community cats, and work to be a resource for our neighbors in their care for our local animals and their companion animals. We are committed to working in an antiracist, trauma-informed, community based ways to support intersectional, sustainable change and action in our neighborhood.
Availability
See my work availability
Not Available
Available
monday
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saturday
sunday
morning
afternoon
evening
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Quote
“I learned this, at least, by my experiment: that if one advances confidently in the direction of his dreams, and endeavors to live the life which he has imagined, he will meet with a success unexpected in common hours.”
Timeline
Senior Customer Service Associate
ProAudioStar
01.2021 - 01.2023
Customer Experience Associate
Propel
01.2020 - 01.2021
Customer Experience Associate
Lo & Sons
01.2017 - 01.2020
Legacy Manager, Executive Assistant, Asst Producer
Hoagy & Bix Company
01.2013 - 01.2018
Director of Development
All For One Theater Festival
01.2012 - 01.2013
Box Office Manager
Off Broadway
01.2011 - 01.2014
Freelance Grant Editor and Development Associate
01.2010 - Current
Executive Live Event Producing
CUNY Hunter College
Bachelor of Arts from Dance, Creative Writing, Anthropology
Broadway Dance Center
Ongoing Professional Training
Peridance Center
Ongoing Professional Training
Workshop Theater
Ongoing Professional Training
Going With Grace
Death Doula Certificate
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