Bianca B

Built and maintained SOPs, troubleshooting guides, escalation playbooks, training decks, macros, and support content for internal CX, BPO, leadership, and international teams. Partnered with Product and Marketing to translate product updates into accurate support content and improved knowledge access, reducing average handling time by 47%.

Managed approximately 4 Cvent events weekly across webinars, advocacy initiatives, educational programs, conferences, community events, and state/local initiatives. Supported the full program lifecycle from stakeholder intake through configuration, data management, surveys, reporting, and follow-up.

Supported AARP administrative, customer, and data operations before being retained by LiveTech based on performance and expanded responsibilities. Selected for specialized QA, IT testing, data-handling, and project assignments.

Selected for marketing, content-quality, metadata, and discoverability projects beyond core customer service responsibilities. Reviewed print and digital content for accuracy and generated search terms, topic keywords, and content tags across approximately 200 course titles to improve Amazon discoverability.

Previously held role at Shokz / AfterShokz, supporting customer system operations.

Previously held role at LiveTech LLC / AARP, managing customer service operations.

Pursued a major in Global Studies, French, and History with a minor in Film Studies.