Manager of Client Success

As part of the Leadership team (and eventually the Training team), developed and executed continued education for Customer Support representatives, to assist them in gaining additional proficiencies and soft skills in their role.

Cross-trained as a Volume Recruiter as the department was coming out a hiring freeze - quickly learned the system/process and effectively hired 40+ Customer Support representatives within a 4 month window.

Demonstrated ability to lead by example, motivating and guiding a team of 10-12 Customer Service Representatives to exceed performance targets and become the highest performing support team out of 9 teams.

Mentored & assisted Customer Support representatives across the floor and on my own team, while continuing to manage my own call/email workload. Assisted Team Leads in meetings and presentations as needed.

Inbound and Outbound calls, emails, and chats for customers needing support with their Clear Aligner journey. 5-15 calls / 40-50 emails per day.

Excelled as part of LendingClub’s first Outbound Sales team in Lehi, quickly proving myself as a top performer and consistently earning 2nd/1st tier commissions; achieved 8-10 sales per day while averaging 120-160 calls with no prior sales experience

Inbound/Outbound customer support for Wayfair customers - emails/texts/chats as needed.

Tech Support for Patient Management Software - scheduled hour-long training calls with Office Managers and staff to install and implement software, and train them on how to use it to increase efficiency with customers and scheduling.