Abbey Fox Email & Phone Number

Cambridge, Massachusetts, Us

-Operations DRI for NAM Support (headcount + capacity planning, scheduling optimization, shrinkage, productivity metric attainment, SLA attainment)-Manage a team of 6 managers, each with a team of 8-12 support reps

Cambridge, Massachusetts, Us

-Manage a team of 5 managers, each with a team of 8-12 support reps, including specialized Team Leads-Establish a culture of operational excellence where the team consistently executes to make sure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs) and established Key Performance Indicators (KPIs)-Established & built out communications cadence for NAM region (Town Halls, Looms, etc)in partnership with Director-Created Communications plan in conjunction with Ops Lead for Global Special Projects (Week of Rest, Flywheel KickOff)-Managed Regional Pod Structure + Team Structure

Cambridge, Massachusetts, Us

HubSpot offers a full platform of marketing, sales, customer service, and CRM software — plus the methodology, resources, and support — to help businesses grow.

San Francisco, California, Us

At Honor, we're changing the way we care for our parents. We partner with local agencies to keep older adults safe and living at home. We seek to improve the quality of life for our clients, their families and our caregivers. We develop and utilize technology that allows Honor to deliver better care, create transparency and build trust.-Managed a team of 9 market associates & 4 team leads who support home care operations of 5 Arizona market's partner agencies, $9m in ARR-Created workflows & protocols for operational efficiency & customer/carepro experience

San Francisco, California, Us

Manage partner relationships:-Coordinated with partner agencies to understand client needs and requirements, and translate them into care plans and actionable next steps-Worked in tight coordination with partner agencies providing real-time updates and regular check-ins on client status, issues or changes-Triaged partner requests and manages expectations appropriatelyGuide clients and their families through the entire care process - from the start of care to end of service:-Build relationships with clients (50 +) through regular check-ins and by managing their care including changes in schedule or care plan-Build relationships with CarePros (care providers) in your area to facilitate quality matches between CarePros and clients-Collect and provide direct feedback and coaching to CarePros as requiredEffectively prioritize work daily in partnership with Honor’s Frontline support team:-Work with the support team to manage real-time updates to client on any questions, issues, or changes-Drive scheduling and staffing in close coordination with the staffing team to ensure the client has a consistent and reliable schedule.-Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro admin/HR-Manage escalations and challenging care situations including investigation and stakeholder management

San Francisco, California, Us

Intercom makes customer messaging apps for sales, marketing, and support, connected on one platform. Our mission is to make business personal again. We have offices in Dublin, San Francisco, London, and Chicago.-Managed a team of 9 Customer Support Engineers & Representatives at a rapidly growing global SaaS company-Ensured team hit CS KPI’s related to first response time, CSAT, and conversation count-Responded to manager KPI's related to IC's conversation quality +tone-Aided in hiring a (+20) significant amount of IC's at a growing company.-Spoke at conferences - presented "How to Take Care of Each Other: Supporting Support Teams" at Elevate in 2017, and at SDX in 2018-Worked cross-functionally with Sales, Marketing, Enablement, and other departments to ensure user voice is heard & considered throughout the company

Chicago, Il, Us

Pear is an online platform that connects business & brands with groups that are seeking sponsorship. We make it easy for both parties to connect and engage meaningfully. We like to call it "Marketing that Matters." -Provided on-going comprehensive user feedback to all departments (sales, marketing, tech) at Pear to support a thriving and growing social platform-Conducted on-going field research on Pear user behavior to help build a more informed & intuitive platform-Provided comprehensive reports on user behavior learnings-Led first ever User Appreciation effort, in conjunction with Power User Program-Aided in the launch of referral program to encourage re-engagement with platform-Led and managed a team of 2 Community Managers to provide impeccable user support and feedback to the internal & external Pear community-Created systems and protocol for User Support (including digital handbooks and on-going user satisfaction trainings)-Point person for Pear FAQ page & user education series (including videos and short articles)-Trained and served as point of contact for conflict resolution & deescalating frustrated users.

Chicago, Il, Us

-Lead and manage a team of 2 Community Managers to provide impeccable user support and feedback to the internal & external Pear community-Maintain an average Satisfaction Rating of 95%, and a chat response rate of under 30 seconds.-Create systems and protocol for User Support (including digital handbooks and on-going user satisfaction trainings)-Point person for Pear FAQ page & user education series (including videos and short articles)-Provide User support feedback reports in web development meetings to help grow a thriving social platform-Curate & create content for Pear blog "The Core"-Train and serve as point of contact for conflict resolution & deescalating frustrated users. -Utilize systems such as Zendesk (support tickets) and Zopim (chat) for reporting effectiveness.

Chicago, Il, Us

-Served as the first point of contact and introduced new users to Pear platform-Managed & created content for various social channels -Manually checked each user account to ensure factual accuracy-Provided feedback to the tech team about user satisfaction-Provided user generated content to the sales team

Boston, Ma, Us

The Startup Institute offers 8-week programs to give you the skills, mindset + network to find a job you love, doing work that matters.- Taught a course on mindfulness & technology, how to manage stress in the startup environment, and how to meditate

Chicago, Il, Us

- Developed and managed social media strategies from scratch to keep organization at the forefront of field across social media platforms - Increased followers + engagement on all platforms by 200%- Served as a consultant to outside organizations looking to develop social media playbooks- Developed Social Media at Catharsis Productions playbook and provided social media training internally for all employees and new hires- Presented social media research at two national conferences- Led content creation meetings to develop exciting and vibrant social media campaigns- Managed Assistant Coordinator of Community Engagement on daily tasks (i.e. queuing social media sites, analytics research, etc)- Planned and oversaw execution of one community event every year, with audience of 90 people.

Chicago, Il, Us

- Served as first point of contact at Catharsis Productions Office- Booked travel for Sex Signals shows (around 500 a year)- Served as office contact for invoicing (expense and performance)- Coordinated Catharsis internship program- Maintained personnel records- Maintained office and office supplies

Chicago, Il, Us

- Provided timely services and information to students, faculty, and staff.- Wrote marketing blurbs, compiling updates on faculty and alumni accomplishments.- Maintained and updated Marketing/PR files and proofreading news releases.- Participated in the planning and implementation of strategic reports and marketing plans.- Assisted in special projects, updating databases, filing and ordering supply forms.

Chicago, Il, Us

- Supervised undergraduates implementing a relationship violence prevention program. - Facilitated and organized lesson planning meetings; compiled supplies; emailed interns.- Interviewed and recorded interns on the effectiveness of the program.- Compiled field notes to research the effectiveness of the curriculum

M.A., Women'S And Gender Studies

B.A., Political Science, Philosophy, Communications