Anne Lucado Email & Phone Number

Austin, Tx, Us

- Lead the charge for multi-product onboardings across SaaS and Usage products, developing resources and executing successful omnichannel implementations- Provide strategic guidance for how brands should set up their initial strategy/campaigns with Yotpo’s products, overseeing project milestones to ensure successful activations- Collaborate with various departments, advocating for continuous product improvement and proactive risk mitigation- Streamline trainings and create resources to improve new-hire experience and grow business to scale

As a liaison to Magnolia, I establish strong relationships and develop strategies with internal teams and clients to address pain points and initiatives, and regularly build reports on customer insights and trends to inspire continued growth and customer retention.- Created a more robust internal knowledge base and enhanced ticket categories to improve agent knowledge and productivity, and provide more granular reporting- Collaborate with external partners to streamline communication and processes- Collect and analyze data around ticket drivers, CSAT, and customer insights for weekly/quarterly reports for key stakeholders- Collaborate with internal partners to launch key initiatives and create training material around each launch to ensure preparedness

Developed a well rounded customer service team by implementing performance management, making data-driven decisions, and working with internal teams to launch initiatives and meet company goals. I believe customers are the heart beat of a company and all touch-points should be lead with empathy and kindness. This mindset not only made for overall great customer experiences and a decrease in churn, but also won Magnolia an award for it's customer service, as well as improved employee engagement and retention.- Took initiative in launching 9 software/product offerings and 28 dropship collections with external partners- Collected insights on vendor performance and presented data to c-suite and senior directors on a regular cadence- Worked closely with all internal departments around future offerings, promotions, events, and e-commerce website to achieve organization success and an excellent customer experience- Managed the administration of three vacation rental properties, developed a launch strategy and cadence, and spearheaded marketing and brand efforts at all three properties- Created and implemented SLA's, KPI's and an internal knowledgebase- Created and maintained an external help center and company-wide phone tree, both customer facing

With a focus on building strong customer relationships, I handled escalations and provided team feedback through continuous coaching and mentoring. I developed strategies around risk-mitigation and solution building across multiple departments, which paved the way for stronger interpersonal communication within the organization.- Responsible for the training of new hires, and coaching and development of team- Held weekly meetings with the warehouse to promote continued growth and proactive problem solving- Created and implemented a pro-active approach to communicating back-orders and oversold product on guest orders, successfully increasing CSAT- Restructured, created, recorded, and maintained all phone trees across the Magnolia entities

Waco, Texas Area

Lead the team in lowest negative feedbacks received, having strong communication skills, multi-tasking while maintaining follow-through, and learning new processes/information quickly.