Ella Snyder Email & Phone Number

Joined as Cohere’s first Support employee and built out the function architecting the processes, standardization, and effectiveness of the most important non-tech motion.Reduced median first response time to under 60s, raised CSAT to 98% while keeping a steady average NPS score of 79. Created team and org documentation from scratch and mentored a small team to be agile advocates for technical and non-technical B2B stakeholders at companies big (think Intuit and Oracle) and… Show more Joined as Cohere’s first Support employee and built out the function architecting the processes, standardization, and effectiveness of the most important non-tech motion.Reduced median first response time to under 60s, raised CSAT to 98% while keeping a steady average NPS score of 79. Created team and org documentation from scratch and mentored a small team to be agile advocates for technical and non-technical B2B stakeholders at companies big (think Intuit and Oracle) and small. Coached my team to create meaningful connections through thoughtful issue resolution.Created and streamlined our ticketing system which reduced median ticket resolution by 27 hours and got Eng eyes on tickets within 3 hours. Show less

Customer Support Manager - Content Manager - Social Content Creator GoGetDoc (a subsidiary of Wellpay) is a fast-paced, adaptable healthtech SaaS start-up making better health accessible for everyone, everywhere. _______________________________________________________________A day in my GoGetDoc life looks like— Coaching, mentoring, and training our remote Customer Support team. Creating and maintaining QA processes and standards, and performing monthly QA… Show more Customer Support Manager - Content Manager - Social Content Creator GoGetDoc (a subsidiary of Wellpay) is a fast-paced, adaptable healthtech SaaS start-up making better health accessible for everyone, everywhere. _______________________________________________________________A day in my GoGetDoc life looks like— Coaching, mentoring, and training our remote Customer Support team. Creating and maintaining QA processes and standards, and performing monthly QA reviews which have boosted performance by 25%. Assisting in day-to-day ticket management using Front and Intercom. Monitoring and managing escalations. Diagnosing, documenting, and responding to B2B and B2C technical and billing support issues. Interfacing with our Engineering team to find fast and quality resolutions for our members. Supporting our fearless Head of Member Experience, Andi. Automating systems and reducing silos that allow a 60% faster resolution time, preventing bugs from blocking customers' happy paths. Building customer rapport and long-term relationships while maintaining high CSAT and NPS scores.Managing escalations and diagnosing, documenting, and responding to customer issuesvia chat and email.Content management and social content creation. Collaborating with Product and UX teams to create clever solutions to UX problems (e.g. usability, findability). Show less

Helping people celebrate!Owning, creating, iterating, and documenting support processes, policies, and standards that have increased productivity and efficiency. Resolving escalated customer complaints and provided support & guidance on product and billing. Coaching and mentoring a small remote team to provide the ultimate experience for DAYS customers. Collaborating with functions including Product, Marketing, Operations on initiatives impacting the customer… Show more Helping people celebrate!Owning, creating, iterating, and documenting support processes, policies, and standards that have increased productivity and efficiency. Resolving escalated customer complaints and provided support & guidance on product and billing. Coaching and mentoring a small remote team to provide the ultimate experience for DAYS customers. Collaborating with functions including Product, Marketing, Operations on initiatives impacting the customer journey and experience.Leading customers and organizations through their pre-sales and post-sales customer journeys and building strong connections through strong support which leads to increased sales and retention. Show less

Remote

Maintain Fairleigh Dickinson University’s Creative Writing MFA program’s social media presence. Cultivate a fresh brand voice. Manage guest posters and promote assigned stories. Write about and photograph newsworthy MFA program students and events.

Remote

Linguistic analysis and annotation for refining and structuring training data for AI and ML applications for well-known internet technology and search company.

Addressed problems, complaints, and requests through written correspondence according to response guidelines and Quality Assurance metrics. Answered meditation practice questions, accepted user feedback, advised users on subscriptions and billing as well as troubleshooting the iOS and Android apps. Reviewed all aspects of user files, including billing and app progress and used this information combined with correspondence with the user to established excellent user relationships which promoted… Show more Addressed problems, complaints, and requests through written correspondence according to response guidelines and Quality Assurance metrics. Answered meditation practice questions, accepted user feedback, advised users on subscriptions and billing as well as troubleshooting the iOS and Android apps. Reviewed all aspects of user files, including billing and app progress and used this information combined with correspondence with the user to established excellent user relationships which promoted retention. Became experienced with Zendesk, Zuora, and Slack. Show less

Remote

Reviewed, edited, and proofread client work (novels, short stories, poetry, lyrics). Corrected and recorded errors, omissions, plagiarism, or inconsistencies. Maintained composure in stressful situations with clients and made my own hours, working on schedule. Tutored high school and undergraduate students. Coached students in developmental and copy editing.

Tigerville, South Carolina, United States

Assisted with classroom instruction, record keeping, met with undergraduate students during office hours. Helped professor develop appropriate course plans and mentored students.

Greenville, Illinois

Contacting and connecting with future students, data entry, filing. Began to establish and grow my social intelligence through many encounters over the analog and digital communication as well as social media.

Master Of Fine Arts - Mfa, Literary Translation And Poetry

Activities and Societies: Co-founded the Student and Alum Discord

Bachelor Of Arts (B.A.), Interdisciplinary Studies, Literature And Linguistics

Activities and Societies: The Coalbiters (Linguistics club); Led and facilitated Poetry Nights on a bi-semester basis.

Social Work

Activities and Societies: Student/resident life; Division III women's basketball; Backpacking; Swing dancing