Chase Greiser Email & Phone Number

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

As Bandwidth’s CX expert, I advocated for the best experience for all users, both internal and external, while working alongside our Product and User Experience (UX) teams to coordinate the end-to-end go-to-market strategy for rolling out new features and enhancements across our software ecosystem.In this role, I developed a training tool called the Bandwidth Learning Lab using Pendo software to provide customers with a self-guided onboarding experience. This tool allowed customers to reduce friction on demand and successfully cut down onboarding time by one hour per customer, resulting in a savings of ten hours of human interaction per agent each week.Voice of the Customer: I reported and presented quarterly on Service Experience KPIs such as customer satisfaction (CSAT) and product Net Promoter Score (NPS). I aggregated feedback trends and customer quotes, presenting compelling recommendations through storytelling to influence wider initiatives.

Raleigh-Durham, North Carolina Area

In this role, it was my responsibility to keep our success teams and customers informed when changes in product lines or the telecommunications industry happened. I was responsible for authoring communications while working cross-functionally to determine the target audience and appropriate message.

Raleigh-Durham, North Carolina Area

As Bandwidth’s first and only dedicated go-to expert for getting customers fully operational after contract signature, I was dedicated to providing a service with one goal in mind: make the initial experience of using Bandwidth’s services easy, uncomplicated, and fast.After the IPO in 2017, Bandwidth’s demand for onboarding new customers surged, and our team grew from just me to 5 dedicated project managers. I was responsible for training and coaching the team, documenting and standardizing our processes — all while project managing the onboarding experience for our top-forecasted customers.As the subject matter expert, I amassed an extensive amount of Bandwidth operational and product knowledge enabling me to act as a consultant working directly with the Product team.

Raleigh-Durham, North Carolina Area

2000 Daniel Island Drive

Support Coach and Mentor for the Raiser's Edge and the Raiser's Edge NXT.Serve as a product-knowledge resource and mentor to support team members for the Raiser’s Edge and Raiser’s Edge NXT.Assist Analysts with items such as: data testing, evaluate and provide feedback on workable support cases, client survey reviews, on the spot assistance and side-by-side coaching.Meet with Raiser’s Edge NXT subject matter experts across the company and provide team updates on features under development so we can prepare to help our NXT clients become successful.Manage ongoing customer escalations for Management Team and coordinate internal communication.

2000 Daniel Island Drive

Prioritize client issues and take ownership of multiple ongoing customer action plans while working towards timely resolutions for our nonprofit customers.Handle escalation cases for the management team. Adjust approach as new information is obtained, while maintaining focus on the customer experience.Serve as a product knowledge resource and mentor to other analysts. Review cases and provide feedback on areas of improvement.Troubleshoot software issues and execute tests involving multifaceted scenarios within the software. Compose “how-to” documentation about the software.

Daniel Island, South Carolina

Provide online and phone support to field questions on functionality and to troubleshoot technical software issues in the Raiser’s Edge, our flagship software solution.Collaborate within a team to promote excellence in customer support, share ideas and knowledge and contribute to the success of Blackbaud as a global organization.Analyze each client’s need for process improvement, develop action plans catered to varying levels of expertise and assist in implementing solutions.

Charleston, South Carolina Area

Maintained motor vehicle and real estate property tax accounts for Charleston County residents.

The Office Of Admissions

In addition to processing admissions applications, I traveled to Midwest states to represent the College of Charleston, attending college fairs, visiting high schools, and delivering presentations to prospective students, families, and counselors.

Mount Pleasant, Sc

Develop and implement a social media strategy for Mount Pleasant Magazine to generate positive regional online presenceManage and photograph Summer 2012 cover shoot from inception to execution

The College Of Charleston

Oversee 31 student-interns and act as a liaison between interns and New Student Programs staffManage the orientation intern staff, including schedules, pamphlets, newsletters and e-mail updatesConduct a weeklong staff-training seminar to prepare interns for 10 two-day orientation sessions for over 2,600 students and their family membersFacilitate intern debrief after each orientation and assist the director with managerial duties including mid-summer and end-of-year evaluationsJournalistically photograph students and their families throughout several aspects of orientation. Uploaded an album for each orientation to Facebook, a total of over 1,500 photographs, to further advance the College's social media presenceMaintain and update the “College of Charleston New Student Orientation” Facebook, YouTube and Twitter networks

The College Of Charleston

Over three years, facilitate 90+ academic presentations and seminars to assist incoming students and families in the transition to college Serve as a resource of information about the College of Charleston and various student servicesGuide students through the academic advising and registration process

Bachelor Of Arts (Ba), Communication: Media Studies W/ Photography Minor, Cum Laude

Activities and Societies: College of Charleston Swimming and Diving,

Education record

Activities and Societies: NU Swim Team