At Bowleg Media, I own the post-sale experience for JimStoppani.com subscribers, resolving roughly 300 cases per week across account access, billing, subscriptions, and product issues. I achieved a 23% save rate on cancellation requests, compared with the team's 19% average.
I designed the team's first performance tracking system in Google Sheets to measure resolution quality and retention. The tracking revealed common cancellation reasons and helped inform ways to address them.
I also wrote the onboarding and training documentation new agents use, covering platform tools, account procedures, and escalation paths. New hires now work independently within one week instead of needing several weeks of ongoing help.
My customer-facing experience also includes patient communication and billing in a HIPAA-regulated practice, plus membership operations at 24 Hour Fitness. I'm pursuing a B.S. in Cybersecurity and Information Assurance and hold NASM CPT and CNC certifications.
