Amanda Gordon Email & Phone Number

Are your CX teams missing goals and SLAs you've set?Does your Exec Team struggle to understand the ROI of your CX teams?Do you understand how to build a customer-driven growth engine?Do you struggle with influencing your Product team to build tools and features for your customers?Are you a new business just getting started and need help with the CX fundamentals?I bring 7+ years experience working with small businesses and start-ups and a huge passion for delivering amazing customer experiences. I believe that customer experience is both an art and a science. And it can be a difficult path to navigate without the right foundation, tools, and direction. I can create a customized plan for you and your team, based on your goals, your customers' needs, operational size, and budget. I work with start-ups and smaller projects within large companies to bring scalable solutions, focusing on the most critical issues and opportunities.Please feel free to message me with any questions you have and check out my website: https://www.amandagordonconsulting.com/

San Francisco, California, Us

Wore multiple hats, managed a small team of product specialists and content editors, and served as the business partner to the Customer Care org, focusing on scaling a business while meeting aggressive service KPIsPartnered with engineering and product to launch chat for the customer support team, driving chat volume to 35% of total contacts in 60 daysLaunched external help center, reducing bounce rate by 52% and increasing customer satisfaction with the help center by 30%Served as the project manager for End of Year planning and execution, partnering with XFN teams to support, prepare, and execute on 10X volume while maintaining service levelsCreated and launched an org-wide product prioritization process that led to the launch projects, reducing time the customer spends interacting with support by 15%Partnered on with operators on special projects to increase employee happiness by 10%Led customer research projects to identify customer service preferences, identify gaps in current service delivery model, and make recommendations to fill gaps

Mountain View, Ca, Us

Partnered with product and engineering to build requirements, scope and launch various operational tools and processes, including our reverse-logistics tool, courtesy credit and refund tool, and key features of our shipping systemManaged expansion team responsible for reducing operational costs by 50% while onboarding new Google Express locations (Bay Area, CHI, DC) and merchants, critical for expanding Express’s footprint

Mountain View, Ca, Us

Owned Google Cases partnership, created and launched internal workflows (consults), developed training for Express team, and built Express’s Cases infrastructureManaged the customer support team during a hyper-growth period, increasing the team 4x to 120+ associates and 24/7 support while driving quality improvements to increase support CSAT by 40%Created and scaled the Voice of the Customer team partnering with product and engineering to prioritize customer features to increase product CSAT by 30%Created and iterated on Google Express Help Center, decreasing customer contacts by 20%

San Francisco, California, Us

Brought CX operations offshore, partnering with 3rd party to deliver customer supportManaged an international team to answer and support approximately 900 weekly customer inquiries, onboard 150 new customers weekly, and increase new customer activity by 30%Created and implemented Customer Support strategy, policies and procedures to effectively scale with each new launch and growth in service

San Francisco, Ca, Us

Engaging and managing a community of 7 million unique users, growing content contribution and interaction on the siteServing as liaison between the user and the product team to develop EP’s three entities, prioritizing top user feedback and support data to communicate user needs and insightProviding technical support and best practices to users, via email, telephone, and community forums, closing approximately 120 tickets a dayEstablishing FAQ and customer support portal, making improvements based on support data and research, increasing response time by 50% and improving the end experience for the user

San Francisco, Ca, Us

Analyzing aggregate customer support data to improve customer experience online, utilizing CRM software and approximately 87,600 tickets and 2 years of data Providing technical support and best practice to customers, closing approximately 75 tickets each dayEstablishing relationships and gathering feedback from Kiva’s top 100 lenders, who hold approximately 10% of Kiva’s lending power, and working cross-functionally with project manager and engineers to implement changes to Kiva’s help center to increase efficiency and usability

Pullman, Wa, Us

Researching federal, state, and local environment and safety laws in preparation for building manufacturing plant at a new siteDrafting company environmental impact reports bi-weekly, with the intent to become ISO 14000 certifiedAssisting in environmental and safety training of approximately 500 employees

Creating cross-functional accountability and efficiency models for 15 NCAA sportsManaging athletic travel logistics for athletes, coaches, and foundation supporters, the yearly travel budget totaling approximately $2.1 million