Christy Cook (Ewing) Email & Phone Number

Orlando, Florida, Us

Orlando, Florida, Us

I managed an international support team that included BPO support partners in India and the Philippines. My responsibilities included monitoring and managing all departmental metrics and reporting them to executive leadership. I oversaw support for 12,000 clients, handling over 8,000 cases a month, which included DrChrono EHR, 3rd party integrations, and client connectivity. I maintained an average CSAT score of 88%. As the primary contact for customer escalations, I conducted 5+ escalation calls per week. I worked closely with the Product team to prioritize product roadmap based on customer feedback. I collaborated with Sales, Account Management, Business Development, and RCM teams on customer escalations, process improvement, and project initiatives. I presented quarterly to the company on departmental OKRs, metrics, and initiatives. I facilitated promotions, growth plans, and transitions of employees to their dream jobs. I improved support processes by adding self-service and automation to enhance the customer experience.Along with my team, I launched a new support channel, Live Chat, while maintaining an average 92% customer satisfaction (CSAT) score. Additionally, I established a phone support pilot, which also maintained a 100% CSAT score. To improve our Net Promoter Score (NPS), I developed initiatives such as a Voice of the Customer program, which resulted in a 57% increase in NPS. I also created a brand new customer education team and implemented an education and engagement roadmap, including key performance indicators (KPIs).

Orlando, Florida, Us

During my tenure, I revamped and launched a new NPS program while building a brand new customer engagement team. I also improved support and engineering processes and relationships related to product defects. As a primary escalation point for customer issues, I conducted 5-10 escalation calls per week. Additionally, I integrated support and engineering tools to keep customers and agents informed of status updates. I was responsible for managing departmental metrics and reporting them to Operations leadership. I managed a team of four employees in the US, maintained a BPO relationship with support partners in India, and was responsible for the onboarding process for new hires. Finally, I served as part of the culture squad and planned and executed company-wide culture events.

Orlando, Florida, Us

In my role as an Enterprise Customer Success Manager, I was responsible for managing 60 DrChrono enterprise accounts. This involved overseeing support cases and escalations related to those accounts and collaborating closely with the enterprise account management team to develop, maintain, and ensure adherence to enterprise SLAs. I also worked to advocate for customer features and requirements within DrChrono.To facilitate rapid resolution of customer concerns, I participated in customer meetings and utilized essential customer resolution tools across service groups, such as Zendesk and Jira. Additionally, I worked directly with DrChrono engineers and product teams to resolve customer issues quickly.I provided clients and leadership with periodic operational performance reviews, including detailed evaluations of service disruptions, metrics, and pre-launch planning details. I also made recommendations on how new DrChrono offerings could fit into the client's workflow. Finally, I developed and maintained enterprise SLAs and incident response procedures.

Orlando, Florida, Us

As a customer escalation specialist, I assisted clients with tier 2 and 3 technical issues on the DrChrono platform. I managed customer incidents, escalated complex problems to the engineering team, and updated clients on progress. My goal was to resolve customer escalations within agreed-upon timelines. I also suggested process changes, advocated for customer features, and influenced others to take action. To ensure customer satisfaction, I acted as a liaison between different departments and coordinated efforts to resolve escalated issues that impacted our customers' business relationships or productivity. I collaborated closely with Account Management to troubleshoot and resolve technical issues. I also worked directly with vendors to ensure seamless integration of lab, software, and API partners.

Orlando, Florida, Us

In this role, I provided tier-1 software support for clients by answering and responding professionally to inbound tickets and outbound calls. I worked to identify the root cause of the client's problems, providing answers and solutions in an easily understood way, guiding promptly through the resolution while also delighting the customer. I also proactively identified clients experiencing repeated issues or requests that were not resolved to the client's satisfaction while identifying possible opportunities for escalation. I consulted on various subjects related to the DrChrono platform, including the web and mobile applications and Partner information. I also actively participated in developing the company's knowledge base and improving team and customer resources by recognizing patterns of technical issues and trends through customers' outreach and recommendations for self-service articles. I worked cross-departmentally with multiple teams to find, analyze, and resolve client issues, utilizing tools such as Salesforce, Slack, Zendesk, and Jira to manage and communicate with customers and departments. Additionally, I represented the voice of the customer by gathering and sharing customer feedback about our products and service with the engineering and product teams.

Atlanta, Georgia, Us

As a Delta Brand Ambassador, I represented the Delta brand at sponsored events by confidently and effectively communicating with customers about Delta products, new service offerings, new route expansions, and company investments.

Atlanta, Georgia, Us

As a Delta flight attendant, I exhibited safety-conscious behaviors in all operational processes and procedures. I ensured flight attendant crew and passenger compliance with Federal Aviation Administration regulations. I facilitated aircraft readiness and coordinated, conducted, and managed evacuations and other emergencies. I handled emergency situations by effectively implementing instructions from the flight deck and following appropriate emergency procedures established by Delta. I provided exemplary customer service to exceed customers' expectations, working independently and as part of new teams regularly. Additional responsibilities included:-Making public address announcements.-Conducting safety demonstrations.-Communicating effectively.-Writing detailed reports about flight incidents and discrepancies. -Preparing and serving meals and beverages while ensuring the safety and comfort of passengers.

Reston, Virginia, Us

As a Sales and Marketing Associate at Ryan Homes, I completed a high-intensity training program to acquire customer-centric selling skills and an understanding of mortgage lending. I contacted and recruited prospects via phone, email, and direct mail to schedule appointments with Sales Representatives. I conducted competitive analysis reports for Ryan's communities to compare price points, marketing techniques, sales approaches, and community features with other builders in the Richmond area, along with regulating and managing MLS for the Richmond East Division.Additional responsibilities included planning events within the community, such as Realtor luncheons, presentations, pre-qualification events, and home-to-sell seminars. I also generated community marketing materials such as brochures, direct mailers, e-blasts, monthly newsletters, and website updates.

At Celebrations at the Reservoir, I prepared and set up events. I assisted in creating and organizing set-up lists before the event. My additional responsibilities included training and managing new seasonal hires in a fast-paced environment and coordinating and communicating with outside vendors.

Richmond, Va, Us

At Hodges Partnership, I assisted in brands' advertising and promotional efforts. Tasks included market research, data analysis, event planning, content creation, social media management, and contributing to marketing strategy development.