Customer Success User Experience

Cass Payne

Brooklyn, New York 423-***-**** **********@*****.*** www.linkedin.com/in/cass-payne A self-starter with a “can do” attitude whose expertise lies in cultural ethnography, qualitative research, user experience, and customer management. Active interest in textiles and fibers primarily for knitting garments. EDUCATION

The New School, New York, NY Aug 2021 - May 2023

Master of Arts in Anthropology, Concentration in Anthropology and Design The University of Tennessee at Chattanooga, Chattanooga, TN Aug 2017 - Dec 2020 Bachelor of Arts in Anthropology, Scholarships and Awards; Douglass Griffith Merit Scholarship, UC Foundation Study Abroad Scholarship WORK EXPERIENCE

Retail Consultant, Annie & Company Needlepoint & Knitting, New York, NY Nov 2023 - Present

● Manage customer interface to ensure customer success

● Troubleshoot company’s Point of Sale System (Total Retail Solutions)

● Correspond with customers in a professional manner via email and phone

● Record product inventory

Owner/Designer, Glitch Stitch, New York, NY Aug 2021 - Present

● Commission based work (knitting and vending for local magazines)

● Order fulfillment; domestic and international shipping Short Term Project Consultant, Bloomberg, New York, NY Mar 2022 - Apr 2022

● Performed customer-facing interviews regarding the Bloomberg Connects application to gauge usability among users on behalf of an agency

● Analyzed qualitative and quantitative data obtained from users to improve app user interface

Barista, Blank Street, New York, NY Mar 2022 - Aug 2022

● Managed customer success in the shop through expertly crafting and serving beverages

● Cultivated an amicable and welcoming work environment by providing customer service that went above and beyond

Philanthropic Ambassador, The University of Tennessee at Chattanooga,TN Sep 2020 - Dec 2020

● Corresponded with donors and raised money on behalf of the university

● Recorded alumni and donor data in a database

● Built rapport with donors and investigated client’s input and demands

● Excelled at working with people of all ages and backgrounds CERTIFICATIONS Institutional Review Board (IRB)

SKILLS & INTERESTS

Collaboration, Communication, Media, Marketing, SQL, HTML, CSS, JavaScript, Microsoft 365