Eli Johnerson Email & Phone Number

Redmond, Washington, United States

Responsible for creating a cohesive customer experience and promoting customer retention through detecting, designing, and driving solutions that directly improve the Pushpay and Church Community Builder customer experience. Overseeing the team that manages self-help (knowledge center, e-learning) to support department objectives, drive business outcomes, and improve customer happiness and joy.

Redmond, Washington, United States

Redmond, Washington, United States

• Manage book of business to ensure newly acquired enterprise customer segment on-boards successfully and receives excellent coaching and support.• Designed digital on-boarding experience for small/medium customer segment, which led to a 5% increase in time to value goals, and reducing required headcount to support from 5 to 1.• Key stakeholder of initiatives focused on improving customer experience such as help center, on-boarding forms, touchpoint emails, webinars, educational videos, presentation slides and more.

Redmond, Washington, United States

• Led team of 8 app specialist to consistently achieve quarterly KPI's (7 straight quarters)• Scaled customer workflows to support the volume of monthly customers being on-boarded from 30 to 120.• Improved customer experience with cross functional team through customer journey mapping and empathy exercises which laid the ground work for segment specific, persona based, implementation journey with playbooks to standardize on boarding expectations.• Created culture of customer empathy which grounded the team’s design activities in customer’s success. Resulting in reduction in redesign requests, better cross-team collaboration, increase in quality and 10% increase in time to value.• Facilitated the acquisition and incorporation of mobile app CMS into our business' daily operating procedures. (Nov. 2016)

Pasadena, California

Promote and sell Apple products in dedicated retail environment. Ensure great customer experiences through personal interactions and recommendations. Required analysis, team work and fast paced problem solving. Recognized by peers and leadership for excellence in generating positive customer feedback.

Pasadena, California

• Performed administrative tasks to support the School of Intercultural Studies Dean and Faculty. • Curated weekly content of international news to be shared across Intercultural Studies network.

• Partnered with founder and creator of Zippa T to launch new clothing brand.• Strategically marketed and branded product through social media and crowd funding. • Directed creative process for art production and design. • Managed merchandise and operations. • Oversaw customer relations.

Azusa, California

Coordinated and directed educational programming for international service projects. Oversaw and managed twelve undergraduate student workers. Directed meetings and events with international leaders.

Advised students for academic and educational success in international and domestic study abroad programs. Provided outlets and events to integrate the diversity of values students bring back from their international experiences.

Provided first-tier support and assistance for the university’s technological/media needs.Troubleshooting technological problems through personal and friendly consultation. Scope of knowledge required in wireless networks, mobile, tablets, desktops, and various softwares.