Jared Kylstad Email & Phone Number

San Diego, California, United States

Using my data analysis skill set, I leveraged custom SQL fields to develop powerful reports that empowered a cross-functional team of eight to effectively measure the success of our customer onboarding and engagement strategies. By accurately tracking and analyzing the percentage of customer interactions where our onboarding and success initiatives were deployed, we were able to make data-driven decisions that significantly improved overall customer satisfaction and retention. These reports and actionable insights allowed us to meet our organization's goals in enhancing customer experiences and driving long-term success.I also produced on demand customer success webinar content for global email marketing campaigns with a monthly reach of 40K. Through A/B testing, I helped coordinate a customer success coaching pilot that led to a 4.5% increase in customer satisfaction. These efforts were connected to an additional 8% GDV lift within the customer segment.

I managed accounts of multiple high-profile customers, covering Boston Marathon, American Red Cross, and Falmouth Road Race with a 100% renewal rate. I direct large-scale projects and initiatives by utilizing mass outreach email services for enterprise customers. I provide exceptional support via email, phone, chat, onboarding, webinars, and in-person or virtual presentations. In this role, I optimized customer experiences during transitional phases in business by collaborating with various product teams. I liaise with internal and external stakeholders to report monthly, quarterly, and yearly initiatives. The key achievements for this role have been:- Boosted webinar registrations by 40%- Delivered additional 2K leads per month by coordinating webinars- Integrated CrowdRise into GoFundMe Charity after acquisition- Improved external and internal systems- Spearheaded rollout of Zendesk Chat features and hybrid channel expansion- Gained valuable knowledge of REST APIs, HTML, CSS, Javascript, Salesforce, and HubSpot CRMs- Developed a handoff between the Classy sales team that increases GoFundMe charity claims

While serving as Senior Customer Care Specialist & Content Lead, I ensured high levels of content performance by providing effective supervision and training to our success help center team. I created and optimized 15 best practice-related help center articles by collaborating with our Growth and SEO teams. I led a team of eight specialists. I also handled escalated situations in a professional manner via email, chat, virtual meetings, and phone support. I also served as a liaison between department heads and agents by advocating for a balance of business, department, and specialist needs. In this role, I carried out various activities, such as responding to pager duty and urgent emails, assigning tasks, and guiding agents towards resolution. Please find below the key contributions for this role:- Top 10% metric performer amongst cohort.- Created continued learning opportunities by identifying knowledge gaps.- Using Braze, I designed 35 targeted lifecycle emails for the fundraiser creation flow and tracked their performance.- On-boarded and coached new agents while constantly adding best practices to training program content via change logs.

During this time, I played an integral role in our support operations by serving as a member of the team that researched, tested, and launched chat features on GoFundMe. I also delivered high levels of support to customers via email in five minutes or less. I utilized available resources in providing customer requests and answering customer inquiries; followed up on pending inquiries and requests to ensure resolution. I prioritized activities and managed complex workloads to meet challenging deadlines.The key achievement for this role is mentioned below:- Maintained 90/90/75 metrics.- Above 90% customer satisfaction.- Above 90% internal ratings quality.- 75 to 120+ emails per day, covering escalated and VIP situations.- Attained impressive results in fast-paced dynamic environment.

While serving as Customer Success Specialist, I performed multiple tasks, including preparing, organizing, and auditing platform content and language based on customer needs and experiences. I performed quality assurance tasks and product experience analysis to advocate for the customer. I provided best-in-class services to customers for high levels of satisfaction and retention. I identified problems and resolved queries to meet or exceed customer requirements. I also nurtured long-term business relationships by serving as internal advocate and client liaison.The key contributions for this role have been:- Championed low-touch and low-tech customer success models by collaborating cross departmentally.- Created 20+ educational YouTube videos with keen focus on self-service and best practices.- Provided foundational support in launching Zendesk Chat features for GoFundMe.

San Diego, California, United States

In this role, I streamlined the store workflows in the absence of a team and store leader. I maintained high levels of performance by hiring, training, and scheduling staff. I improved efficiency by coordinating and implementing strategic planning. I carried out various activities, such as writing and delivering impactful performance reviews, formulating robust plans, and empowering teammates to be the best versions of themselves.The key achievements for this role are mentioned below:- Oversaw daily operations for 200+ store employees - Delivered remarkable administrative support to enable smooth running of operations.- Thrived in a fast-paced environment with keen focus on achieving determined goals.- Prioritized activities and managed complex workloads.

While serving as Change Management Specialist, I played an integral role in managing change management projects while focusing on meeting project goals within set time lines and budgetary constraints. I supported project teams in the rollout of new data-driven initiatives and POS systems. In this role, I have performed several activities, covering acting as subject matter expert, traveling across U.S., and serving as change advocate.The key contributions for this role have been:- Launched and installed new point of sale software and hardware nationally in 10+ stores- Implemented change management strategies and operational plans to optimize performance.- Assisted organization in making effective changes to business processes.

In this role, I supervised day-to-day activities with a strong focus on advancing our corporate mission and vision. I led teams to ensure high-performance levels. I streamlined processes, drove efficiency, and provided effective solutions for process improvement. The key achievements for this role have been:- Oversaw daily operations of an assigned team of 75+- Provided leadership in strategic development.- Directly reported to team and store leadership.

Bachelor Of Arts - Ba, English

Magna Cum Laude

Associate Of Arts - Aa, English/Language Arts Teacher Education