PENELOPE ROUSSETZKI

• Supported department leadership in implementing new policies, procedures and controls.
• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Data entry, UI reporting and troubleshooting.
• Verified accuracy and effectiveness of reporting processes, effectively using software applications such as: Front, Retool, Airtable to track and model data for management review.
• Catching human or computer errors in Front.
• Providing regular, constructive feedback to specialists
• Setting an example when working through Front conversations
• Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
• Specialist scheduling
• Helping to hire new candidates & training new hires
• Balancing specialist needs & helpline volume when making schedule
• Creating space for specialists to advocate for themselves & report on learnings
• Ensuring all specialists are up to date on process changes, announcements, etc
• Writing weekly reports on helpline activity.

Took a strategic career break for personal growth, focusing on professional development during the global pandemic.

• Recruited, trained, and mentored staff for improved productivity and customer service.
• Developed innovative promotions and specialty drinks to boost bar revenue.
• Implemented precise recipes to minimize product waste.
• Resolved customer issues promptly for enhanced satisfaction.
• Introduced mentoring program to boost morale and motivation.
• Crafted popular cocktail menu catering to customer preferences.
• Managed opening/closing duties and processed payroll efficiently.
• Organized and maintained inventory to optimize stock levels.
• Established partnerships with local organizations to increase brand visibility.
• Stayed updated on industry trends and competitor offerings.
• Cultivated strong relationships with suppliers for favorable terms.
• Streamlined inventory management to reduce waste and maintain stock levels.

• Log, digitize, and import all incoming media from production houses such as HBO, TruTV and Sify Network; transcoded video as needed.
• Organized assets by collecting data from camera media, transcoding video and audio files and managing file backup to digital asset management system.
• Build Avid Media Composer projects for video editors (syncing audio & building multi-clip sequences)
• Prepare completed projects for review; deliver approved projects to clients/network based on required format and technical specifications for airing.
• Manage and train interns on workflow of the business
• Maintain best practices for video capture, post-production, workflow and asset management
• Oversee the media management and archival of past projects
• Prepare video assets playback for clients on MindSmack's website.
• Exported final cuts and upload to content management system and client platforms.
• Worked tight deadlines with team or independently and made quick creative editing decisions to maintain high quality of work.
• Organized and worked with raw footage from multiple cameras and sources.
• Delivered edits on time for reviews and final delivery.

• Achieved excellent sales and scored high net promoter scores
• Promoted twice in one year as an on-boarding training advisor and as tech assistant
• Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
• Showcased Apple products features to customers and discussed technical details to overcome objections and lock in sales.
• Interacted with approximately 100 customers daily to provide personalized product guidance, resolve issues and open new accounts.
• Supported retail distributors, dealers and customers through in-person and telephone support.
• Motivated and trained 50 team members to meet and exceed sales goals through positive reinforcement.
• Demonstrated product features, answered questions and persuasively overcame objections.
• Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.