Abby Thiersch Email & Phone Number

Atlanta, Ga, Us

Atlanta, Ga, Us

Remote

- Lead a team of 9 Support Specialists, including regular 1:1 meetings and training sessions.- Provide quality assurance to team's responses and ensure messaging is on-brand.- Identify opportunities to streamline processes and improve products.- Responsible for customer escalations. - Collaborate with teams to identify risks and known pain points to prevent additional issues.- Improve customer experience as team member growth, development and overall engagement.- Work with leadership on additional duties and projects.

Remote

- Own and develop predictive conversational AI models to automate elements of the support process without compromising the customer experience.- Understand and anticipate customer's needs.- Identify decision makers, stakeholders and users for the customer.- Deliver world class customer service.- Identify process and product improvements and work with internal teams to improve overall customer experience.- Identify customer churn risks.- Identify upsell opportunities.- Assist customers via live chat, email, text and phone.

Nashville Metropolitan Area

- Oversaw the operations, budgeting, purchasing, marketing, sales, training and development of retail location with annual sales of $1M+. - Responsible for recruitment, interviewing, hiring, training and management of 14 employees.- Developed new hire training, which included the implementation of employee mentor program, creation of employee handbook, and coordination of orientation.- Trained and coached staff on hospitality, standard work procedures, customer experience, sales strategies, and software. Responsible for conducting performance evaluations.- Initiated and coordinated continuous improvement for employees; including regular virtual and on-site product knowledge trainings through partnering vendors. - Responsible for tracking, analyzing, and reporting on Profit and Loss for entire operation.- Met all membership sales goals through execution of sales strategies.- Tracked and reported all KPIs including customer retention and product, membership, and service sales. - Assessed and analyzed data on inventory, products, and employee sales to identify KPI goals and develop new tracking and reporting system.- Created and implemented new employee commission and bonus structure, leading to successful increase of product and service sales by 5%.- Coordinated and marketed customer experience events with vendor executives, leading to increased sales and product brand awareness. - Managed and directed the Social Media Coordinator to plan and create compelling content on all online marketing channels (Facebook, Twitter, and Instagram) leading to increase in followers and engagement. - Assisted in development of 3-year strategic plan including budget, sales/marketing goals and strategies.- Recruited and engaged new clients. Guiding them through the brand, service, and membership experience. - Developed and managed a streamlined system for customer feedback to assess, document, and improve customer experience.

Nashville Metropolitan Area

- Managed 400 customer accounts, including the sales of marketing solutions and the negotiation of contracts to maximize profit for businesses.- Consistently exceeded weekly, monthly, and quarterly sales goals.- Customized business solutions based on net profit, business goals and needs.- Collaborated with the sales team to identify and grow opportunities within territories.

Nashville Metropolitan Area

- Oversaw and managed the operations, customer experience, sales, inventory, and employees of a $1.5M store.- Exceeded individual sales goals, obtaining 33% of total store sales.- Drove top line sales growth, increase of YOY sales and recognized by the CEO for success.- Critically analyzed strategic business plans to identify store and individual KPIs and consistently exceeded weekly, monthly and quarterly sales goals.- Recruited, hired and trained all sales associates and management staff.- Selected to travel to all 7 store locations across the country to train.- Provided outstanding customer service and built a robust clientele.- Effectively communicated brand standards, customer service and sales strategies to the team.