- Co-led all hiring and onboarding to create a high-impact department and execute company strategies- Designed and maintained all department training initiatives- Created and facilitated new hire training programs and schedules- Maintained a consistent volume of inbound sales calls- Led bi-weekly meetings with product team to ensure new features aligned with company goals- Calculated and presented department KPIs to our Director of Customer Success and Operations- Regularly meet with company stakeholders and Senior Executives to present operational strategies, challenges, and performance- Built out processes and informational materials, internal and customer-facing- Created and implemented processes to enhance customer satisfaction resulting in an NPS score of 63- Managed the performance of 8 fully remote employees- Diagnosed and defined recurring or trending operational issues and collaborated with Director of Customer Success and Operations to create solutions

- Mentor our remote customer support team- Interview and train new customer support agents- Handle escalated customer support issues- Effectively manage customer/partner maintenance correspondence- Lead, plan, and review the work of staff responsible for providing customer service functions and services- Diagnose and define recurring or trending operational issues and collaborate with Senior Manager to create solutions

- Receive customer service phone calls and respond to customer support emails- Verify customer eligibility- Maintain updated knowledge of Fetch’s products, services, and customer service policies- Train new associates

- Assisted with the patient’s mobility and physical therapy- Performed domestic, personal, and household tasks- Transported and accompanied the patient to the doctor's office or hospital- Provided companionship and essential emotional support

Delivered dental cases to dental offices