Angie Smith Email & Phone Number

Gray Court, SC, US

Remote

Perpetuate customer loyalty and growth during Apto's acquisition by Qenta. Assess client requirements for MVP Launch of debit card programDetermine scopeCreate and maintain project plans across multiple teams and workstreamsEnsure project milestones are delivered within predefined timeframesCreate and prioritize bug and feature request issues within.

San Francisco Bay Area

Create phased plan of action to quickly implement and scale a top-notch, 3-tier customer support offeringDesign and launch new Custodian Support team to provide self-assist resources, ticketing, email, and chat functionalityCreate customer-facing ticket submission and management portal using ZendeskCreate and maintain Knowledge Base including FAQ and.

San Francisco, California, United States

Provide Customer Success team with needed structure and focus to improve customer confidenceDesign customer/custodian Onboarding program processes and project collateralEvaluate & reorganize existing job functions and responsibilities to maximize effectivenessDesign Customer Journey resourcesCollaborate with Product, Tech Ops, Biz ops, Engineering.

Initial consultation to improve user support functions and escalation process. Implemented user support strategies to reduce ticket volume by 70%. Investigate and replicate bug reports.Bug tracking and escalation to Engineering and Dev for resolution.Create and Maintain KB and FAQ articles for users to self-serve.Collaborate with the Precision team on.

San Francisco Bay Area

• Managed 10-40 projects simultaneously, ensuring efficient customer onboarding and minimizing TTV.
• Designed and implemented tailored onboarding plans to exceed client expectations and drive program performance.
• Developed best practice resources, trained customers on platform capabilities, and maintained accurate progress records.

• Identified areas for automation to enhance regular touch points for SMB merchants.
• Coordinated cross-departmental engagement to ensure quality customer experience.
• Managed relationships, including C-level interactions, for maximum productivity.
• Created how-to videos for employee and customer training.

San Francisco, CA

• Trained new hires across teams and contributed to FAQ library and customer-facing documentation.
• Created and maintained library of How-To videos, serving as an escalation point for Tier I agents.
• Handled Customer Support requests via Zendesk, Salesforce LiveChat, GoToMeeting, and phone.

San Francisco Bay Area

• Led support team in hiring and training new agents, creating internal training materials, and escalating urgent issues.
• Developed FAQs and customer-facing documentation, configured Zendesk, and identified trends for Product and Development teams.
• Implemented auto-responses to reduce case volume and collaborated with CEO to set team objectives.

• Developed training process and resources for a new support team, facilitating smooth integration into Microsoft org
• Managed a team of 25 international support agents, overseeing scheduling, ongoing training, and issue escalation
• Collaborated closely with Acompli team on product transfer to Microsoft, ensuring seamless transition

San Mateo, CA

• Managed Tier I Support Analyst responsibilities at PBworks in San Mateo, CA.
• Triaged escalations and tracked bug reports in Rally for efficient resolution.
• Collaborated with cross-functional teams to prioritize fixes and enhancements.
• Identified trends among feature/bug reports to improve customer experience.