Wix Mentor (Rotating Team Lead)
Wix Payments is Wix’s internal payment gateway that allows users to accept payment through their site. It is an independent product option similar to Stripe, PayPal, etc.Within Wix Payments my role was a leadership position focused on data-driven performance improvements of the Product Team, Customer Service call center, and related specialized teams with a focus on improving operational and customer-facing processes.The key to my success is my belief in putting the customer first and my ability to put myself and our team in the customers’ shoes to understand their needs. Further, it is critical to understand that each customer is unique, yet it is vital to craft standardized processes that allow all customer types to flow through the organization’s processes efficiently and effectively.● Collected and maintained performance metrics for reporting and use in a wide variety of areas including User Satisfaction, User Experience, Product Development, Team Performance, and overall efficiency.● Collaborated on product roadmap and its implementation within customer care teams.● Built strong relationships with internal and external users to understand how we can incrementally and successfully deliver value.● Identified, managed, and communicated risks to relevant parties at each stage of the product development lifecycle.-Accomplishments and Skills Acquired-● Directly improved internal and external processes and drove measurable increases in customer satisfaction through reports focused on process improvements and customer journey, and through direct management and coaching of team members. (Measurable results below) - Increased Net Promoter Score by 11% on average per cycle - Increased Customer Satisfaction by 14% on average per cycle● Improved product adoption and usage through analysis of product improvements to reduce risk and exposure to the organization, while improving customer satisfaction.
