1. CAROLINE MARTIN
591 VAN BUREN STREET BROOKLYN, NEW YORK , 11221 2016600755
CAROLINE.FIONA.MARTIN@GMAIL.COM
EDUCATION
BROWN UNIVERSITY, PROVIDENCE, RI
Ethnic Studies, May 2011
WORK EXPERIENCE
BONOBOS, NEW YORK, NY
Customer Service Operations Manager, Jan 2014 – present
 Train all customer service reps in new processes and standard operating procedures.
 Aggregate and learn from net promoter score for web customers.
 Manage three direct reports responsible for organizing workflow for customer service reps and
communicating with other departments to correct any operational defect hindering workflow.
 Develop enrichment programs for customer service reps to keep them learning and engaged.
Sr. Ninja, Aug 2013 – Jan 2014
 Customer service manager of a team of 24. Direct manager of 7 customer service reps, via weekly
meetings to talk about their goals/progress, provide feedback, and approve hours and pay.
 Manages all training of new customer service employees.
 Manages quality assurance for the entire team to verify that all emails, live-chat, and phone calls are of
the highest quality.
Team Lead, Apr 2013 – Aug 2013
 Manage small team of customer service reps while being trained in team management and approving
hours for payroll.
 Trains all new customer service representatives.
Ninja, Aug 2012 – Apr 2013
 Customer service representative providing customer support via e-mail, phone, and live chat.
THE JUILLIARD SCHOOL, NEW YORK, NY
Vocal Arts Administrative Intern, Aug 2011 – May 2012
 Provided administrative support to vocal arts at Juilliard by managing a high volume of phone calls in a
busy office and maintaining and updating extensive files.
 Submitted the weekly schedules of vocal coaches, personnel who have been requested for rehearsals,
and students into ArtsVision, (a software management and planning application designed specifically
for the performing arts).
 Produced master classes, undergraduate recitals, and a liederabend.
LINCOLN CENTER FOR THE PERFORMING ARTS, NEW YORK, NY
Artist Services Assistant, Aug 2011 – Aug 2012
 Assisted in the production of performances and special events at the David Rubenstein Atrium at
Lincoln Center.
 Acted as the key liaison to artists/clients the days of events.
 Coordinated artist hospitality by arranging the artist’s meal and local transport, implementing show or
special event schedule as it pertained to artists/clients, accompanied artist/client to and from
greenroom to performance area and overseeing artist VIP list for performances/events.
ADDITIONAL SKILLS
 Trained in ArtsVision, PC and Mac operating systems, MS Office, and an improv comedian.