Glynn Aaron Email and Phone Number

● Responsibility for building and maintaining all data and reporting systems for Customer Support team using various platforms (GoodData, Google Analytics and Excel)● Building and maintaining Customer Support data structure in Zendesk and GoodData● Tracking and reporting on productivity and efficiency of the team (including forecasting for future staffing needs).● Tracking and reporting on trends in customer experience, including direct contacts, NPS surveys, SiteJabber, Trustpilot and other review sites, and social media.● Providing insights and making recommendations to leadership teams and cross functional stakeholders.● Building relationships and fostering communication between Customer Support and cross functional teams including Web Product, Physical Product and Logistics.● Creating and maintaining mapping of all Customer Support processes and cross functional relationships, and providing recommendations for process improvements.● Part of a two person team responsible for the creation of a Customer Support Quality Program, including writing of scripts and coaching support agents.● Advocating for best practise in customer support through data insights and quality program.

Responsibility for all basic admin as well as tracking and communicating targets and results for five national offices and two phone rooms.

Database management, office administration, research, event planning and management, marketing and publicity.

Work experience placement