Heidi Scanlon Email & Phone Number

Bethesda, Maryland, Usa

As a founder of the company, I built customer support infrastructure, communications, and procedures for a website marketing corporation.*Managed department as company transitioned from a small start-up to large national company.*Developed training procedures and materials for new team members, increasing consistency and professionalism in the support we deliver.*In addition to day-to-day customer support (including site updates, marketing education, and website, email, and IT coaching) , I also served as escalation person for complex customer support tickets, including “crisis saves” for customers who are asking to cancel their accounts.*Worked as member of elite special project team who successfully transitioned 3,000 websites from an outdated platform to one that is faster and more robust. I developed clear step-by-step instructions for the sometimes intimidating technical process, and did so in a way that minimized disruption to the customer’s website and email. This careful procedure resulted in increased customer confidence and loyalty.*Acquired sales training in order to effectively move customer support conversations into website enhancements and upgrade purchases, and implemented a program to train the .*Account Management team in selling site design enhancements and products while strengthening the customer relationship. A department that was once only a cost-center became a revenue producing one.