Miranda Kasher

About Miranda Kasher

My life\'s purpose is to build community— to make people feel included and considered. In my personal life this shows up as hosting potlucks, reactivating group chats, and rounding people up for Friday night karaoke. I bring together strangers who often leave as friends. In my professional life this translates to a fierce loyalty to the customer, prioritizing their needs while balancing those of the business. I\'ve often found a customer-centric strategy yields better returns anyways.I\'m looking to work with open-minded people on products that make a difference. Sound like you? Let\'s chat!

Experience

1. Customer Advocate and Support Operations Analyst, Escalations

   Conductor

   Jul 2023 — Present · New York, NY, US

   Promoted at 6 months to Tier 2 Integrations Specialist role, handling approx. 30% of team ticket volume with average 96% CSAT• Acted as Program Manager for Incident Command Protocol, leading post mortems, creating relevant playbooks• Worked cross-functionally to create bug resolution SLAs in turn reducing average resolution time 80.7% within 6 months• Supported Product, R&D, sales, and engineering through weekly escalations calls and product feedback loop improvements• Implemented AI bot deflecting 40%+ of overall queue ticket volume; Identified and fixed issues before they impacted executionNot a comprehensive list of all responsibilities fulfilled in this role.

Education

• Cornell Peter and Stephanie Nolan School of Hotel Administration

  Bachelor of Science (BS), Business, Hospitality Administration; Minors in Real Estate, Design and Environmental Analysis (UX)

Skills

• Graphic Design
• Adobe Creative Suite
• Dragon Animation
• Microsoft Powerpoint
• Sibelius
• Film Editing
• Microsoft Office
• Microsoft Excel
• Powerpoint
• Final Cut X
• Public Speaking
• Leadership
• Media Literacy
• Event Planning
• Illustrator
• Film Production
• Marketing
• Final Cut Pro
• Microsoft Word
• Photography