Amanda Saplis Email and Phone Number

- Hire, grow, and develop diverse internal and external talent while maintaining an impactful, inclusive culture. Resulting in numerous employee promotions.- Led planning and development of CS initiatives, defining KPIs and OKRs for team success. Collaborating with senior leadership and cross departmentally, resulting in a 65% increase in customer usage.- Perform ongoing quantitative and qualitative analysis on customer base, evaluating usage, sentiment, and engagement to inform data-driven CS strategies. Present to executive leadership on performance and outcomes.-Own cross-functional initiatives to drive revenue growth efforts, collaborating with marketing, sales, and product to define ideal customer segments and design product-led growth methodologies to increase LTV with improved CX. - Develop and implement CS processes for maturity and scale, increasing operational efficiencies by 15%, achieving 75 NPS score, and beating churn forecast by 18%. -Implemented and launched CS software, Vitally, developing project and change management timelines while working cross-departmentally to achieve successful launch.

- Managed SMB and Mid Market accounts at scale, advised customers by understanding pain points and goals, and delivered custom strategies that increased overall product usage by 42%. -Drove retention, adoption, and usage through one-on-one coaching calls providing a superior and tailored customer experience. - Refined the Quarterly Business Review process, set KPIs for customers, and audited their accounts for usage, growth, and up-sell opportunities. - Implemented email campaigns utilizing ABM strategies to target key accounts, which consistently resulted in at least a 35% open rate.

- Problem Solve with customers and team members to solve every day technical issues.- Collaborate with the care team to create a more compassionate and effective experience for our customers.- Communicate with customers through phone, email, and video each day.- Develop incoming customer care associates as they begin their new role at BombBomb.- Onboard our self services customers to help them adapt our platform into their everyday workflow.- Collaborate with other departments to create a happy, honest, and effective work environment.

- Plan detailed weddings and events, meeting clients requests and desires. - Project Management of up to 50 weddings and events at one time. - Anticipate the needs of couples, their families and guests in the planning process and event. - Unlimited customer service via phone, email, and text to all couples. - Create budget and handle all finances and bookkeeping. Problem solve for any unforeseen circumstances during event. - Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations of business. - Established, optimized and enforced business policies to maintain consistency and high-quality standards across planning operations.- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.- Enhanced operational efficiency and productivity by managing budgets, accounts and employees.- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.- Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.

- Deliver coffee and manage all interactions with clients of Holdfast Coffee Co. - Create employee care and client care plan. - Create and execute events for both Peak Place and Holdfast. - Communicated with customers to assess and address individual needs, providing timely and quality support. - Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives. - Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.