Jennifer Grebil Email & Phone Number

Portland

Working collaboratively across departments and subject matter experts, I created training content around key performance indicators to ensure that users reached their desired outcomes.• Implemented product onboarding and an engagement plans for multiple product lines.• Reduced onboarding teams training time by launching two product learning centers with structured lessons, each with videos and written content. • Created plans of engagement around journey touchpoints for our digital solutions.• Implemented an in-app self-serve onboarding program that educates new users on key functionality and drives adoption of our stickiest features.*Write and program in-app messaging for new features, product updates. Manage Pendo for in-app messaging, platform adoption, and feature usage.

Portland, Oregon Area

Starting with Net Promoter surveying, I laid the framework to take the organization to a self-service model for our software products by continually gathering customer feedback, creating knowledge base articles, and iterating on customer requests.• I took the lead on rolling out Zendesk to the organization. The project was broken into phases over a year period that included extensive research, data migration, content creation, and eventually implementing Zendesk’s knowledge base, ticketing, and chat platform. The result was a 35% decrease in online service tickets and a 30% decrease in calls.• Conducted competitor analysis allowing for sales, marketing, and product teams to keep abreast in changes in the market and industry landscape.

Portland, Oregon Area

Provide mentorship, leadership, and training to the Customer Service Team as well as monitor and assist with the daily activities in the department.