Erin White Email and Phone Number

- Lead end-to-end cross functional projects to improve the customer journey- Utilized customer feedback, insights, and industry benchmarks to identify opportunities to elevate customer experience and executed initiatives to improve it

- Increased revenue per booking by 400% through policy changes alone- Lead agent policy testing, revision, and training across entire agent organization- Built strong relationships with business, product, and BPO stakeholders to achieve company goals

- Lead policy changes and process implementation for a team of 600 BPO agents- Helped reduce customer inbound rate by 32% over the course of six months- Revamped the customer Help Center, increasing views by 300% between November 2021 and May 2022 and dropping the Help Center contact rate from 60% to 25%- Lead quality assurance rubric overhaul to improve understanding of agent performance

- Managed 60-70 customer contacts per day through phone, chat, and email support- Consistently completed the most customer contact tickets per month of any agent on the team- Oversaw the transition of the CRM from Freshdesk to Zendesk, and built the Zendesk platform for the team- Created a company-wide event calendar and organized at least 4 events each month

- Member of the escalations team, successfully working with 15 high-needs situations each day and providing a “white-glove” customer experience- Worked with the Development Team to identify bugs in working app versions, and created 4-5 in-depth reports of issues to help improve user experiences per day- Lead and supported each teammate as we grew from a team of 15 to 40, and transitioned into a 24/7 customer support center

•Spoke about University campus and facts to large groups of people•Worked independently to ensure the best experience for each guest•Answered in depth questions and maintained wide knowledge on University

• Archived and maintained confidential records• Provided assistance answering phones, sorting mail, and other general clerical work• Served as a flexible and willing intern in various capacities

•Organized and maintained records of over 200 clients•Completed special projects in an efficient manner•Provided back up assistance for answering phones and sorting mail, as needed

•Educated prospective students and parents about the admissions process over the phone and in person•Filed paperwork and helped manage day to day file organization•Creatively solved administrative problems and effectively worked with others