Identify and assess the training needs of our Customer Experience team through job analysis, career paths and consultation with people managers.Develop individualized and group training programs that address specific business needs. Creating a curriculum to facilitate strategic training based on company goals.Develop training manuals that target tangible results.Implementing effective and purposeful training methods while managing the training budget.Evaluate organizational performance to ensure that training is meeting business needs and improving performance. Assess employees’ skills, performance and productivity to identify areas of improvement.Drive brand values and philosophy through all training and development activities.Facilitate regular VoC sessions with cross-functional partners to help influence the company's roadmap and strategy. Lead the design of new customer insight & feedback management programs. This includes advisory councils, survey methodologies and reporting.Manage customer engagement roadmap to actively create a top-to-tackle list for which new sessions, programs and customer research can address.Partner with other client-facing teams to identify and nurture a diverse group of Voice of Customer program participantsBecome a subject matter expert on Voice of Customer methodologies and tools, both quantitative and qualitative solutions

Enhances and ensures the representation of Harry’s LGBTQIA+ employeesOrganizes volunteer events to help give back to the community and provide a better quality of life to those in need.Plans and hosts events to celebrate the history of the LGBTQIA+ community.Provides a space for those who need to share any grievances or solutions to ensure a healthy community.

Enhances and ensures the representation of Harry’s employees of African Ancestry.Organizes volunteer events to help give back to the community and provide a better quality of life to those in need.Plans and hosts events to join the AAC community and co-workers in participating in enjoyable and extracurricular activities.Provides a space for those who need to share any grievances or solutions to ensure a healthy community.

Established and refined department protocols and policies, increasing inquiry response rates within 24 hours from 60% to 90%, significantly enhancing customer satisfaction and loyalty, and driving a 10% increase in repeat business.Collaborated with the Quality Assurance team to ensure consistent service quality, resulting in a 20% increase in customer satisfaction scores and a 12% improvement in sales conversions due to enhanced customer interactions.Implemented peer review processes and informal leadership training, resulting in a 15% improvement in senior specialist performance and fostering a culture of continuous improvement, which reduced turnover by 10%.Managed the Customer Incident process for escalated and high-priority contacts, reducing escalated incidents by 25%, thereby enhancing customer trust and contributing to a 7% increase in revenue from loyal customers.

Audit and perform quality coaching and feedback sessions.Working with the Quality Assurance team to create reporting and training to ensure a consistent quality experience across the associate teamManage payroll, PTO, UTO, and EI tracking and approvalsWork with Operations Manager and People Business Partner to run performance and promotion processesLead and create team engagement and recognition effortsCoordinate with Operations Manager to set and manage operational schedule including channel distribution, non-channel project ownership, etc. Monitor internal channels to support daily operations and resolve escalations.Monitor schedule adherence and make decisions on resource allocation, measured through daily success in our Service Level AgreementsLead regular stand-ups to share Reports on prior performance, Expectations for the day, Operational changes/challenges, and Policy or process updates Responsible for Customer Incident process for escalated and higher priority contactsGenerate operational and tool improvements through associate feedback and analysis with the goal of creating a more effortless employee and customer experienceCommunicate with the Operations Manager about any individual associate operational challenges such as trends in tech issues, trends in availability issues etc.

Manage the customer onboarding process, and act as the primary point of contact for C-level executives and/or HR teams, proactively building a credible relationship.Apply an expert level of understanding in relation to payroll processing, benefits administration, compliance with labor and employment regulations, and human resource management.Collaborate closely internal departments to ensure seamless customer onboarding onto Justworks.

· Regularly create department protocols, policies, and supporting materials. Increased our service level from 38% to 85%. Average response time reduced to ~2 minutes for phone, ~30 seconds for chat and ~1 hour for emails· Led the training and onboarding of our outsourced 50 person customer experience team. Traveled regularly to Oregon to facilitate the training sessions and monitored the launch to ensure policy/procedure adoption and SLA compliance. · Compile weekly department SLA and agent KPI reports to be reviewed with department heads so we can make recommendations for improvement. This led to the creation of an intradepartmental mentoring program which enabled CX team members to transition to other roles in the company such as IT and Marketing.· Review the quality of customer specialist interaction via phone, emails, and chats. Developed a peer review process to ensure better absorption by the specialist and also creates informal leadership training for my senior specialists. · Helped found our Blink Diversity & Inclusion Council to help address culture and engagement. This paved the way for our participation in the World Pride March, Unconscious Bias training and intentional diversity hiring initiative for our people team.

· Shared responsibility for client retention and growth by proactively identifying client risks or opportunities. Managed clients with online sales in excess of 50mm. Achieved a 90% adoption rate of promotional campaigns and 100% adoption of product upgrades/enhancements. Regularly achieved contract renewal and secured increase revenue targets for my clients· Evaluated program profitability and developed internal and client facing project evaluation documents to optimize future programs. Met with C-Suite persons to deep dive into performance data and aligned on solutions to achieve established goals/targets.· Partnered with my sales team to identify and capture business opportunities within potential clients. Provide best practices and benchmark data to help make the eventual implementation more efficient. This led to me becoming a subject matter expert for new clients and also aided in revamping legacy clients that reached a plateau.

• Built and maintained relationships with a company's clients, by ensuring that client needs are met in a way that improves customer satisfaction and increases profitability for their own company. • Conducted training seminars so that clients receive maximum benefit from our products and also introduce new products.• Answered escalated/complex customer service questions on behalf of our executive team and board members. Created a review process to keep the business owners up to date on trends and public perceptions. Organized a meeting with consumer agencies to enable them to become advocates for Borderfree.• Managed a team of 15 fulltime agents. I modeled the team into junior client managers so they would be able to interact with various departments, providing insight that was used to create proposals, improve products and streamline business operations. This model also created an internal hiring pool for other departments.

• Ensured that all training materials were up to date.• Actively identified training and development needs within an organization.• Designed and developed training and development programs based on both the organization’s and the individual’s needs.• Helped department managers solve specific training problems, either on a one-to-one basis or in groups.• Developed testing and evaluation procedures as part of the new hire interview and also a metric promotion.

• Research and follow-up on customer inquiries and respond via telephone and email.• Reconcile vendor invoices to source documents.• Routinely update company website.• Address escalated customer issues.