Angie B. Email & Phone Number

Cleveland, Oh, Us

Problem-Solving Expertise: Utilized strong analytical skills to troubleshoot complex issues for high-profile clients, achieving a client satisfaction rate of over 98% over two years.Team Development: Hired and trained new members of the Support Team; facilitated shadowing sessions for Customer Success Managers to enhance workflow understanding.Security Management: Collaborated with the security team to address and resolve client security issues effectively.Escalation Support: Handled escalation calls to assist clients with complex issues or those at risk of churning, saving many important relationships.Incident Management: Created JIRAs and macros, and updated the StatusPage to ensure clear communication during incidents.CX Council Participation: Contributed to the CX Council, identifying pain points and recommending potential improvements to the company.Culture Club Co-Founder: Co-founded the Culture Club to prioritize team morale during transitionary periods, organizing engaging activities like game days.Team Presentations: Presented insights and strategies at Customer Experience team meetings to foster collaboration.Account Provisioning: Managed the provisioning of new accounts and users to ensure a smooth onboarding experience.Reporting: Conducted daily reporting on shift activities and ticket resolutions to maintain operational transparency.Focus Group Participation: Selected to participate in a focus group aimed at developing innovative solutions for a recurring client pain point, collaborating with Customer Education and Product.

Providing social media graphics and copy for various nonprofit organizationsBuilding new social media presence for organizationsBoosting existing presence through engaging contentCreating newslettersCreating metric reportsCreating marketing plans and SOPs

Bachelor’S Degree

Education record