Alex Nowell Email & Phone Number

Denver Metropolitan Area

- Serve as the main point of contact in all matters related to client concerns and needs.- Ensure timely delivery of solutions according to client needs and objectives.- Communicate the progress of initiatives to internal and external stakeholders.- Collaborate with internal departments to ensure client needs are met.

San Diego, California, United States

- Manage a team of five in-house customer advocates- Manage relationships with two call centers supporting our products- Created and maintain a support metrics dashboard to quantitatively measure customer issuesand resolution rates- Provide analysis on reported issues for root cause; present case metrics to product and executiveteams to improve the customer experience- Troubleshoot and work with appropriate teams to resolve client issues quickly

San Diego, California, United States

- Manage a team of four in-house customer advocates in addition to two call centers providing product support- Monitor and track efficiency of support responses for seven products- Work closely with clients to ensure we are fully supporting them and their gift card program- Create documentation for customer advocate team and the call center on new processes/feature- Create phone scripts for the call center to ensure consistent messaging in addressing customer issues- Created… Show more - Manage a team of four in-house customer advocates in addition to two call centers providing product support- Monitor and track efficiency of support responses for seven products- Work closely with clients to ensure we are fully supporting them and their gift card program- Create documentation for customer advocate team and the call center on new processes/feature- Create phone scripts for the call center to ensure consistent messaging in addressing customer issues- Created a Tier 1.5 team at the call center and trained them to handle more issues so my team could focus on the difficult issues (Now Tier 1 and 1.5 handle over 80% of issues)- Maintain Help Centers Show less

Mountain View, California, United States

- Manage social media support through Twitter and Facebook.- Publish Help Center topics for new promotions.- Provide customer support via phone and email for five different products.- Troubleshoot platform issues with customers and work with engineering to resolve any bugs.- Vet potential B2B clients to ensure Gyft is an all-around good fit. - Manage accounts for clients such as Darden Restaurants, Brinker International, and many more. I assist with any customer issues… Show more - Manage social media support through Twitter and Facebook.- Publish Help Center topics for new promotions.- Provide customer support via phone and email for five different products.- Troubleshoot platform issues with customers and work with engineering to resolve any bugs.- Vet potential B2B clients to ensure Gyft is an all-around good fit. - Manage accounts for clients such as Darden Restaurants, Brinker International, and many more. I assist with any customer issues, account creations, reporting requests, and platform training. - Manage accounts for our Small Business clients. Some items I assist with are: linking their locations, reporting requests, placing gift card orders, and troubleshooting platform issues. - Interview potential team members and train new teammates on all five products. Show less

San Francisco Bay Area

- Analyze client social media channels to select best fit items and style.- Compose authentic, professional, and attentive notes to clients outlining selections and future orders.- Utilized and helped adapt Stitch Fix’s online platform to mitigate internal pain points for styling women.- Consistently exceeded company goals for Fixes and consumer take rate.- Recognized for most collaborative and helpful Stylist by cross- departments and management.

San Francisco Bay Area

- Lead Associate on multiple accounts, responsible for updating PR tracking, media lists, event tracking, and client analytics.- Co-owned ICLabs social media channels creating client-facing content to drive user growth.- Tracked social media outlets for posts about clients, events, or industry news. Compiled reports for management.- Drafted pitches, briefing docs, emails, and social media campaigns for multiple client portfolios.

Palo Alto, Ca

- Co-lead the workshop team creating/managing the team schedule, mentoring new hires, and raised productivity and NPS to 9+ consistently.- Trained customers on Apple hardware, software, including intro and pro applications.- Integral contributor to store feedback, direction, and mentorship to keep team morale and shape store goals.- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment while consistently delivering outstanding service.