Eren J

Instinct Science - Support Specialist

Dec 2024 - May 2026 • 1 yr 5 mos

- Achieved 100% CSAT across 180+ monthly tickets across email, chat, phone, and social media on a lean 8-person team with no tiered escalation structure. - Built AI-powered onboarding automation using Claude, eliminating a multi-step manual process and auto-generating unique usernames and PINs split into platform-ready CSV files. - Created custom client onboarding resources and inventory setup spreadsheets on own initiative, earning unsolicited praise through a Customer Success Manager for reducing confusion and improving time-to-value. - Developed content resources including onboarding guides and Slack-based knowledge base materials in collaboration with senior leadership. - Served as a member of the CARE team, contributing to company culture and team morale initiatives including redesigning and producing a branded pet-friendly seasonal recipe and content piece using Instinct's business Canva account, adapting original creative work to align with Instinct Science brand standards and aesthetic. - Maintained detailed interaction logs in Intercom and HubSpot, enabling faster handoffs and full resolution tracking across the support queue. - Navigated two company mergers while maintaining consistent performance and adapting quickly to new products and organizational changes.

Summit Veterinary Referral Center - CSR/Referral Coordinator

Jul 2021 - Nov 2024 • 3 yrs 4 mos

- Eliminated missed messages and cross-team friction by architecting a custom communications tracking system from scratch — built with per-department tabs, voicemail transcription fields, and color-coded dropdowns after the original system's formatting and data validation broke. - Collaborated cross-functionally with the board certified nutritionist on the Nutrition team and the National Veterinary Associates Marketing department to develop and produce a branded pet-friendly Thanksgiving dinner and dessert recipe, designing the full Canva content piece for client and community engagement after receiving creative direction from the NVA marketing team. - Coordinated transfer of medical records, specialist scheduling, cost estimates, and urgent case prioritization across a high-volume referral and emergency hospital environment. - Maintained high-accuracy triage and zero-drop-off client service across 75 to 100+ inbound calls per day, managing multiple simultaneous phone lines while handling check-ins, payments, emotional support, and critical case escalations.

Gravity Coffee Co. - Barista

Sep 2022 - Feb 2023 • 5 mos

- Managed fast-paced drink production under strict time constraints, ensuring exceptional speed and accuracy during peak business hours and high-volume rushes. - Mastered a complex, specialized menu of espresso drinks, energy fusions, and custom beverages, maintaining strict quality standards and consistency for every order. - Delivered energetic, attentive service to build strong customer loyalty, efficiently handling order taking, answering menu questions, and resolving any order discrepancies on the fly. - Operated the Point-of-Sale (POS) system to process cash and digital transactions accurately, maintaining a balanced register and high security during shift handoffs. - Kept a clean, fully stocked, and organized workstation in accordance with food safety regulations, ensuring a smooth handoff for the incoming shift.