Chrissy Sebald Email & Phone Number

Waukesha, Wi, Us

* Lead the strategic vision for customer support, driving team development, cross-functional collaboration, and KPI/OKR management.*Reduced Support Contact Ratio by over 40% in two years, doubling users supported per team member.*Mapped the customer journey across channels, evaluating tools and methods to further optimize self-service options. *Contributed to more than 5X revenue growth by implementing data-informed strategies and driving collaboration on product decisions. *Increased first response SLA from 64% to 93% by optimizing team schedules, restructuring workflows, and upskilling team members.*Cut Support Direct Costs in half, while maintaining a CSAT score above 95%.*More than tripled the customer service team, expanding from 20 to 67 members. *Regularly share actionable insights in leadership discussions, using SLA analysis, knowledge base reviews, CSAT and NPS evaluations, and internal quality audits.*Collaborate with development teams to prioritize high-impact bugs.

Remote

Remote

Waukesha, Wi

Developed a cohesive growth and retention strategy to increase memberships and customer engagement, overseeing project-related initiatives within an $18M annual budget. Led the transition from print to an all-digital marketing strategy, creating a cohesive omni-channel experience.Created marketing and communications plans across multiple branches, using customer journey mapping and seasonal planning.Collected and analyzed data to inform strategic decisions and improve the customer experience.Partnered with staff across branches to drive a culture of exceptional service.

Remote

Collaborated virtually with a team of 8 facilitators to recruit, onboard, and support YMCAs in establishing a member-led Togetherhood program.Presented at national conferences and leadership meetings to engage YMCAs with the program.Guided over 60 YMCA locations through a year-long onboarding process, providing support via calls, emails, and ongoing resources like webinars and surveys.Collaborated with internal teams to create marketing materials and resource guides for YMCAs implementing the program.

Waukesha, Wi

Support $4M campaign fundraising effort through management of accounts and divisions as assignedPlan and execute all special events and projects as related to the campaignDesign and create marketing materials to educate and inform about United Way's work in the communityManage training and build relationships with company Employee Campaign CoordinatorsLead all marketing and communications activities to support United Way in Waukesha CountyDesign and create all collateral materials for organizationWrite press releases, donor communications, newslettersManage organization social media sites and websitePlan all events for organizationDesign and support campaigns using online givingSupport $4.3M annual campaign

•Preparing initial reports for all requests received for requests for donations, report on potential partnerships with non-profit•Working on events that are accepted (submitting gift card requests, preparing materials to be sent, sending auction items, etc.)•Establishing new initiatives for the department including developing an employee volunteer program and creating quarterly reports for senior level management

Assisted in the planning and promotion of key fundraising events including golf, auction and, Run/Walk * Formed relationships with area businesses to form Gold Star teams for Walk and Run for Wishes* Created promotional packets for elementary school program including fundraising ideas and promotional materials

Bachelor Of Science, Marketing, Ethics And Social Responsibility

Activities and Societies: Campus Activities Board, President Association of Bentley Activities, Social and Political Representative First.

Master Of Business Administration - Mba, Project Management

Education record

Study Abroad Program, Spring 2008