Lindsey Schocke Email & Phone Number

San Francisco, California, United States

Administered a database of 6000 feature requests in UserVoice. Documented bugs and customer feedback, working cross-functionally with the Product, Engineering, Incident Responders, and Sales teams to advocate for customers.Managed incident response and internal communication, updating the external status page.Diagnosed CRM integration issues and assisted customers with advanced API connection questions.Maintained ownership of each issue and stayed resourceful in coming up with solutions. Provided in-depth technical and business product knowledge to multiple teams.Created documentation to help users help themselves (FAQ, knowledge base, product updates, etc). Maintained support content including process documentation, Wikis, email macros, training manuals, and help articles.

Huntsville, Alabama, United States

Created detailed technical troubleshooting documentation offering step-by-step solutions for common customer issues.Provided internal support for employee questions about how the product worked and typical troubleshooting steps for account strategy and onboarding to provide on their touch base calls. Responded to customer chats, resolved customer complaints, provided solutions, troubleshooting, and creative workarounds. Provided escalated support to first-level chat reps. Investigated product bugs and issues, tracked them to resolution in Canny and JIRA, and documented issue details and the solution and response in clear detail.

Sherwood, Arkansas

Answered inbound and outbound calls from fitness club members and staff regarding recurring payment issues and agreement questions. Provided fast and friendly service regarding billing questions, cancellation, and freezing member accounts. Discussed account delinquencies and disputes with customers.

Cupertino, California, United States

Created and presented materials on guided instruction to my teammates to improve team metrics. Provided problem-solving and figured out how new technology worked when things went wrong. Multitasked across systems and applications, while providing an incredible customer experience.

Kennesaw, Georgia

Provided effective analysis and reporting of customer service data (e.g., call flow, call patterns, service levels and abandon rates). Participated in workforce planning, decision support and analytical services to call center management.

Kennesaw, Georgia

Supported a senior vice president and three divisional vice presidents in a regional headquarters. Managed highly sensitive confidential information with complete discretion. Prepared presentation materials, collected, compiled, and analyzed data from senior directors, and presented them to an executive audience.

Kennesaw, Ga

Monitored calls taken by advisors and measured excellent customer service delivery. Provided coaching, mentoring, and positive feedback to advisors in team meetings and calibrations, development meetings, and one on one evaluations.

Kennesaw, Ga

Served as a team subject matter expert for searching the knowledge base. Provided advanced customer service and support for small business cell phone customers. Researched and resolved complex billing issues.

Managed a project roadmap for Customer Support and Value Added Services business units. Planned, organized, monitored, managed, and reported on 30+ projects simultaneously.Built strong interpersonal and team relationships with peers, across the department and organization.

Atlanta, Ga

Provided administrative support for two vice presidents in Product Development and Usability and their departments. Designed operations and budget report templates, prepared memos and correspondence, and prepared executive level presentations for meetings. Managed catering, office supply orders, and travel arrangements for a 120+ person department.

Provided creative, accurate solutions for customer technical issues for dial up, cable, and web hosting customers. Brought a backlog of 40,000 customer letters up to date, reducing average response time from nine months to 24 hours. Screened incoming email, faxes, and letters.

Aa, Associate Of Arts In General Studies, 3.53

Activities and Societies: Alpha Phi Omega

English

Activities and Societies: Alpha Phi Omega, Hope Scholarship RecipientMember of Alpha Phi Omega