Emma C. Email & Phone Number

Santa Clara, Ca, Us

Boston, Massachusetts, United States

- Orchestrate the execution of 12+ concurrent projects, consistently exceeding aggressive deadlines, resulting in a 50% increase in project efficiency with customer compliments from my entire client portfolio.- Proactively identify and mitigate several potential project risks through RCAs and robust contingency planning across multiple teams, averting 15+ product schedule delays.- Cultivate strong relationships with C-level executives and owners across 20+ diverse restaurant brands, tailoring digital strategies (online ordering, loyalty programs, marketing, data analytics), resulting in a 20% increase in customer engagement and a 15% boost in online revenue.- Collaborate with cross-functional teams (engineering, support, product, marketing) to ensure seamless execution and achieve a 40% improvement in project visibility through enhanced communication and status reporting.- Leverage machine learning and AI data analytics to identify key customer trends, measure KPIs, and implement data-driven strategies, enhancing customer retention by 10%, as tracked via our internal dashboard.- Streamline workflows and develop scalable processes, reducing customer onboarding time by 25% and improving overall customer satisfaction (CSAT & NPS) by 15%.- Champion customer needs, providing actionable feedback to product and engineering teams; this led to implementing a new expiring beans UI feature and a nationwide daypart redemption program, resulting in a 15% decrease in support ticket volume and a 5% increase in repeat business.

Boston, Massachusetts, United States

Calling all Restaurants (FSRs Fast Casual) and LSRs to transform your guest experience! Incentivio's all-in-one platform utilizes AI and ML to empower you to build brand loyalty, drive sales with online ordering, and unlock valuable customer insights and analytics – all while offering exceptional service. Let's craft your restaurant's recipe for success together.- Successfully manage multiple concurrent projects, prioritizing tasks, meeting strict deadlines, and consistently delivering exceptional results, leading to a 50% increase in project efficiency.- Proactively identify and mitigate potential risks, developing contingency plans to minimize project disruptions.- Foster strong collaboration with cross-functional teams, including engineering, support, and product, to align on project goals and ensure seamless execution.Cultivate strong relationships with diverse restaurant brands, tailoring digital strategies to optimize online ordering, loyalty programs, and marketing initiatives, resulting in a 20% increase in customer engagement proved by our data analytics.- Demonstrate technical aptitude by effectively navigating complex systems, troubleshooting issues, and collaborating with engineering and product teams to implement innovative solutions, resulting in a 50% increase in solution delivery speed and problem resolution time.- Leverage data analytics to identify trends, measure KPIs, and implement data-driven strategies to enhance customer engagement and retention tracked through our Dashboard.- Streamline workflows and developed scalable processes to improve operational efficiency, reduce customer onboarding time, and enhance overall customer satisfaction(CSAT & NPS).- Actively champion customer needs and provided actionable feedback to product and engineering teams, leading to the implementation of expiring beans UI and nationwide daypart redemption that resulted in an increase in customer satisfaction and a 15% decrease in support ticket volume.

San Francisco Bay Area

- Spearheaded cross-functional initiatives (AEs, Sales, Operations, Engineering, users) to streamline issue resolution processes, resulting in a 50% reduction in first response time and a 10% improvement in customer satisfaction.- Championed agile methodologies (weekly standups, daily syncs) to facilitate efficient project execution, exceeding expectations by managing 150+ weekly touchpoints across multiple channels while maintaining a consistently high 95% CSAT score.- Led iterative product testing cycles using rigorous QA processes to proactively identify and mitigate risks, ensuring platform stability and optimal user experience.- Utilized project management tools (Notion, Linear, Front) to efficiently track and prioritize tasks, ensuring alignment between platform development and customer needs through thorough documentation and business requirements evaluation.

San Mateo, California, United States

- Authored an average of six KB articles per week and created several SOPs for CX and Engineering covering change control updates, new prompts, and how-to articles.- Cultivated and led a team of three offshore CSAs fostering growth and team problem-solving skills.- Conducted weekly 1:1s following the 3 L’s (Liked, Learned, Longed For), promoting transparency,collaboration, and growth.- Spearheaded cross-functional collaboration (CX, Product, Engineering, C-Level) to establish a robust user feedback loop, effectively prioritizing user needs and shaping the company’s strategy.- Organized and led weekly "Lunch & Learn" sessions with the C-Level, product & engineering teams, amplifying external user voices and promptly addressing their concerns.- Owned and streamlined the backlog in Productboard, efficiently categorizing over 350 user insights and prioritizing tasks for Product and Engineering within a 48-hour timeframe.- Collaborated with C-level leadership, translating crucial KPIs into actionable goals for engineering teams to support data-driven decision-making, increasing efficiency by 20%.- Oversaw the entire rapid prototyping lifecycle (concept to user testing), resulting in a 40% increase in daily active users (500 to 700) within one month.- Analyzed over 100 weekly PostHog recordings, extracting valuable insights into user behavior and translating them into actionable data for the Rapid Prototyping team.- Acted as EA for COO.

Santa Clara, California, United States

- Utilized SAP for data management, requesting additional contractors, badge access, application request access, and vendor management.- Collaborated directly with IS&T and other teams on mock-ups for future application enhancement requests and helped contribute to yearly BRDs improving our process workflows by 15%.- Leveraged RACI (Responsible, Accountable, Consulted, Informed) methodology to clearly define accountability and track stakeholder progress.- Led yearly locker health check projects across 60 locations and 90 locker banks and finalized them in less than three months.- Spearheaded the successful deployment of Apple Shipping, BearTracks, and Wrike across international teams, enhancing operational efficiency by 15%.- Utilized Agile and Waterfall methodologies to manage complex, multi-phase programs, ensuring stakeholder buy-in and seamless product integration.- Advised Apple Shipping customers on international regulations and compliance, BOM catalog selection review, minimizing shipping delays, and ensuring cost-effective cross-border shipments.- Led cross-functional budgeting negotiations, securing advantageous pricing and achieving a 10% optimization of project profit margins.- Owned all phases of the SRM locker project lifecycle, adhering to deadlines and budget constraints.- Led the SRM team in revamping six group SOPs (over 60 documents) within one year.- Streamlined and tracked bug issues with a process that gives all stakeholders visibility on the progress to completion including risk analysis, cutting down wait time by almost 50%.

Mountain View, California

Professional Services Implementation - Global Delivery and CX- Operated the entire implementation process for North America's Advance Services, managing over 80 accounts efficiently using Salesforce (SFDC).- Developed innovative project trackers, providing real-time progress visibility to all stakeholders minimizing communication issues by 90%.- Identified critical onboarding challenges and insights to leadership using Google Sheets, facilitating data-driven decision-making and fostering a culture of continuous improvement.- Maintained and optimized various support applications, including SFDC, G-Suite, and others, by effectively tracking progress toward internal project milestones.- Liaised with CX, Returns, Support, Operations, Logistics, Sales, Finance, and Legal, to seamlessly execute Professional Services onboarding and knowledge transfer processes.- Oversaw team calendars and scheduled a team of implementation engineers in the USA with 110 engagements per month on average, using FSL, SFDC, and GCal.- Partnered with SDRs and AEs to understand the needs and goals of prospective customers, tailoring initial engagement strategies to drive successful program onboarding and client success.- Maintained close contact with clients through daily touchpoints (calls, emails, on-site visits), proactively troubleshooting concerns and ensuring successful Pure Storage flash array installations.- Designed the Onboarding training manual end-to-end within three months, leading to a more streamlined process for knowledge transfer.- Created the training manuals and SOPs for all new hires and educated new hires on policies, procedures, and processes, allowing people to refresh as needed.- Led a team of three project coordinator contractors from different time zones in the USA.- Guided a team of three through the scheduling and implementation process, achieving a 95%customer satisfaction rating.- Encouraged creative problem-solving and innovation within the team.

Mountain View, California

- Optimized the candidate experience by independently coordinating schedules for six diverse teams with 90 weekly phone screens and 12 onsite visits, boosting overall efficiency by 20%.- Streamlined offer generation for 16 new grad hires and seven interns in 2019, ensuring timely onboarding and exceeding team growth targets.- Revamped the New Grad hiring process in 60 days, reducing review time by 35% and establishing a clear interview framework for Software Operations.- Maintained meticulous data integrity in Greenhouse, saving recruiters 5 hours/week by accurately logging NDAs and DocuSign details.- Went above and beyond by greeting interviewees, offering office tours, and collaborating seamlessly with recruiters to create a smooth pre-offer experience.- Led all candidate debriefs, facilitating Q&A with the interview panel and ensuring valuable feedback reached recruiters promptly.- Organized weekly flights for top candidates, proactively anticipating needs and prioritizing the most desirable prospects.- Collaborated with hiring managers to design personalized interview panels, ensuring alignment with specific team needs and fostering cultural fit assessments.- Developed and implemented a "Welcome Interview" program, introducing new candidates to company culture and employee success stories.- Proactively fostered strong relationships with recruiters across departments, creating a collaborative and communicative hiring environment.- Acted as a trusted advisor and resource for candidates, providing guidance throughout the interview process and ensuring a smooth transition to onboarding.- Championed diversity and inclusion initiatives within the recruitment process, actively promoting talent from underrepresented groups.Technical Skills: Greenhouse ATS, DocuSign, Google Calendar, Travel booking platforms.

Mountain View, California

- Pre-Series A startup / early hire- Revamped candidate screening scripts, adapting to the startup's rapid growth and ensuring efficient talent identification.- Executed full-cycle technical recruiting, sourcing, screening, and managing high-volume hiring initiatives while skillfully tracking passive candidates.- Devised successful internet strategies to attract top talent in a competitive market, exceeding hiring goals and quality standards.- Fostered strong partnerships with hiring teams and VPs, increasing candidate submissions and ensuring cultural fit.- Provided honest and insightful feedback on customer solutions, exceeding quality standards and addressing unique priorities and goals.- Collaborated with customers to identify and resolve issues when dealing with different engineering job roles.- Streamlined scheduling between candidates and customers using Calendly and Google Calendar, maximizing efficiency and communication.- Managed CX team calendars for all initial passive candidate phone screens (20+ per week), optimizing workflow and resource allocation.- Attended regular QBR meetings with clients by contributing our successes and where we need to improve adding notes on how we can pivot in areas of learning.Technical Skills: Boolean search, Internal ATS platform, Calendly, Google Calendar, communication tools.

San Mateo, California

- Streamlined CSA recruitment process, conducting initial resume reviews and developing onboarding frameworks using Trello in just 45 days.- Equipped the entire customer success organization with deep product expertise through tailored product-specific training, facilitating seamless rollouts of new offerings and maximizing client satisfaction.- Owned regular QBRs, acting as the Voice of the Customer (VOC) and driving product improvements by relaying needs, issues, and desires to Engineering and providing proactive support and training.- Tracked key customer KPIs and support metrics in Zendesk, enabling data-driven service improvement and continuous optimization.- Averaged six school staff-tailored training sessions per week to close knowledge gaps, update on any new features, and conduct user round tables.- Led a team of seven in upgrading our Help Center and Knowledge Base, facilitating a seamless transition from Flash to HTML5.- Championed product testing initiatives, contributing to a 15% reduction in customer issues by identifying bug-related concerns before launch.- Identified and resolved operational challenges within the customer support process, boosting productivity and creating training materials to prevent recurring issues.- Consistently achieved top CSAT scores, exceeding 95% in Zendesk and prioritizing customer satisfaction.- Maximized customer lifetime value and minimized churn through KPI-driven success measurement and personalized relationship management.- Built the entire CS team onboarding foundation and formulated general hiring guidelines within 45 days using Trello.- Top contributor in CSAT score, maintaining a healthy percentage of over 95% in Zendesk.- Maximized the value of each customer relationship by measuring success through KPIs like churn rate, Cust. Lifetime Value, and CSAT.

San Francisco Bay Area

No longer in business- Owned full-cycle customer care, providing end-to-end support post-sale and driving successful renewals through regular QBRs.- Exemplified exceptional customer service, averaging over 100 daily chats, phone calls, and emails with a 94%+ CSAT rating.- Developed an internal data aggregator, pinpointing areas for improvement and boosting customer satisfaction by 25%.- Authored comprehensive support training guidelines, leading to a 30% increase in customer satisfaction scores.- Decreased customer churn by 15% in 2 months through proactive cross-departmental support and problem resolution.- Managed 25 accounts, including all enterprise clients, ensuring premium support and maximizing client retention.- Conducted regular client check-ins, fostering loyalty, identifying improvement opportunities, and informing business strategy.- Collaborated with sales, marketing, and accounting to develop new growth initiatives, driving overall business success.- Led team of two - three CSAs.Technical Skills: Customer relationship management (CRM) systems, data analysis tools, communication platforms.

San Jose, Ca

- Action Sports / Camping Specialist- Part of the hiring team for Action Sports and Camping- Outdoor Educator - Conducted in store training classes for camping- Marketing for store- Organized quarterly store events fostering collaboration and team spirit

San Francisco Bay Area

Just starting my career change from retail to corporate.

San Jose, Ca

- Managed and ordered for the fruit and nut section- Organized team events and outings on a regular cadence

Cupertino, Ca

- Team lead and key holder managing anywhere from 3-6 associates a day.- Part of the hiring team

San Jose, California, United States

San Jose, California

- Oversaw the telemarketing team of 6-8 associates for all scheduling and training for John Robert Powers in San Jose.- Tracked KPIs like Call per Day/Week/Month, Call completion rate, Sign up, Call duration, CSAT, Appointments set, Cancellation rate, Average talk time, Show no show.

San Jose, California

Cupertino, California, United States

Saratoga, California, United States

High School Diploma, College/University Preparatory And Advanced High School/Secondary Diploma Program

Activities and Societies: Amnesty International, Water Polo, Swim Team, International Exchange Student Program

Associate Of Arts - Aa, Liberal Arts And Sciences/Liberal Studies

Activities and Societies: ESL Tutor, swim team, water poloCommunication Studies