Carmen C. Email & Phone Number

United States

Remote First, Us

Directed and implemented key programs to drive customer retention and satisfaction by fostering robust, long-term relationships and delivering tailored, proactive support for high-value clients. Provided strategic guidance on trading, DeFi, NFTs, DAOs, and Web 3.0, empowering clients to navigate the evolving crypto landscape and optimize their financial strategies. Devised and executed preemptive strategies to anticipate customer needs, prevent issues, streamline the customer experience, and enhance trust in our services.Utilized comprehensive analytics to identify and address root causes of customer challenges, significantly improving the customer journey and reducing issue recurrence.Partnered with diverse teams to align on customer-focused solutions, driving continuous improvement and ensuring swift resolution of complex issues. Led initiatives to educate customers, equipping them with the knowledge and tools to make informed decisions in the crypto market, thereby promoting portfolio growth and security.Developed and refined customer interaction protocols based on direct feedback and emerging trends, maintaining a cutting-edge customer service environment. Advocated for customer needs within the organization, influencing product enhancements and service adjustments to reflect the voice of the customer and align with the company’s mission.

Remote First, Us

• Review and evaluate new client onboarding applications to ensure completeness, accuracy, and compliance with industry regulations.• Identify and investigate any discrepancies or issues with new client applications.• Communicate with onboarding teams to resolve any issues with onboarding applications.• Maintain detailed documentation of all onboarding applications and quality control processes.• Develop and implement quality control procedures to ensure consistent adherence to regulations and company policies.• Provide regular reports to senior management regarding onboarding application performance and areas for improvement.• Stay up-to-date on changes in industry regulations and best practices related to onboarding applications.

Remote First, Us

• Content SME for Institutional Onboarding & Custody • Liaised with Global Compliance team & counterparts to resolve onboarding issues• Due Diligence & Compliance with content, processes & protocols. Operationalizing new and existing policies, processes, and procedures related to the Client Services scope• Serving as a domain expert across multiple channels, supporting our highest value customers and institutions on Coinbase’s institutional products (including Prime and Custody)• White glove support to our highest priority global clients through phone, email and video calls in an articulate and empathetic manner• Facilitating prospect and client demo calls, serving as subject matter expert on product features and answering technical cryptocurrency related questions• Driving impactful changes across workflows and tools by partnering with the sales, engineering, and product teams• Continuously adding value through effective project management, decisive prioritization, and efficient execution• Serving as the voice of the customer to internal teams including Advocacy, Engineering and Product when surfacing bugs, incidents, and product feedback

Remote First, Us

Resolved Incoming Support Cases for customers and assisted with training as a Subject Matter Expert of the Coinbase Application.Fast tracked to lead new hire customer experience training at Coinbase due to above average Quality Assurance and First Contact Resolution (FCR) scores, as well as proven demonstration of Coinbase’s core values and customer service tenets. Allowed Coinbase to scale internal agent population by 400+ employees: by flexing into training facilitation role as-needed.Led training sessions of up to 50 trainees by facilitating mock scenarios, leading learner analysis of past customer contacts, and demonstrating live customer issue troubleshooting. Exceeded expected daily responsibilities by: owning tooling introduction sessions, troubleshooting learner access issues, identifying training issues and providing solutions to senior members of L&D team, creating mock scenarios for use in onboarding classes, hosting optional follow-up learning session to ensure learner comprehension, served as subject matter expert during the creation of eLearning materials. After implementation of the peer-to-peer learning program, new hire Identity/Policy agents agents saw an increased FCR average of 1000 bps, during agents’ first month in production. Led cross-skilling classes which resulted in an average FCR increase of 425 bps post-training for all agents that participated. Enabled training for the ground breaking launch of India customer service org including: adjustment to region specific processes, enabling channels of support for new agents, and continued support with L&D

Las Vegas, Nevada, Us

Provides Level I and Level II application support and troubleshooting for end users.Documents repeat issues and their resolutions in the AH4R knowledge base within Service Now.Collaborates with the applications team and escalates tickets to CRM Level III and IV support; acts as a resource for training and implementation of Enterprise Resource Planning (ERP) upgrades impacting the users.Communicates and resolves issues with business users on functionality and reporting.Acts as a resource to resolve problems; recommends process improvements.Works with users to ensure that CRM is being used appropriately in AH4R environment.Assists the user community in testing new modules, features and customizations.Follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seeks guidance as necessary.Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Safety Manual and Injury Illness Prevention Program (IIPP).Carries out all responsibilities in an honest, ethical and professional manner.Handles various other duties as delegated by the Senior Manager, Information Technology.

- Provides customize and maintain Microsoft Dynamics platform, including user setup and maintenance, role hierarchy, profiles & permissions, security, page layouts, fields, workflows and data management and data linkages to other source systems.- Collaborates with applications teams and escalates tickets to various levels of support; acts as a resource for training for users. - Communicates and resolves issues with business users on functionality and reporting.- Acts as a resource to resolve problems; recommends process improvements- Support users by troubleshooting and resolving issues related to reports, dashboards, views, access/visibility, system errors, feature requests data quality and other general questions related to Microsoft Dynamics- Handles various other duties as delegated by the Senior Manager, Information Technology.

Bellevue, Wa, Us

- Ensure that each person gets an unforgettable experience and a custom-fit solution to their wireless needs.- Help my team build strong relationships with their customers, make expert recommendations, and help onboard customers like a pro.- Hire, train and develop my team.- Ensuring that my store meets or exceeds sales goals, and that means overseeing all store functions, from sales and inventory to the implementation of new store programs and initiatives.- Stay current on all our technology so that you can be an expert for my team, and my customers

Dallas, Tx, Us

Facilitate and participate in weekly staff training/educational sessions to increase knowledge, create high levels of motivation, and inspire team to achieve resultsExhibit a high level of leadership presence within all aspects of the business and other internal departmentsEffectively manage profit and loss responsibility for store/kiosks and protect company assetsAnalyze various business reports for trend analysis and strategic planning purposes

Richfield, Minnesota, Us

Digital Imaging/WirelessCustomer-focus sales, resource to customer queries with products, sales orders and deliveryEducate new employees with product knowledge accessories, and necessities to maximize customer satisfaction and needs.Had opportunity to develop relationships and create and maintain a team-based, cooperative work environment. To ensure success.

Data Analytics

General, General Studies