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.

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.

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.

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.

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.

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.

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.

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