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+.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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