Jen Frost (She/Her) Email & Phone Number

Remote

United States

CX Operations Specialist-Lead onboarding conversations with customers and help customers navigate through the deployment and onboarding process for SaaS-Liaise between customers, internal departments, and partners to provide clear and accurate project plans and deployment documentation-Manage multiple complex projects of both Enterprise level and Emerging Enterprise level brands concurrently-Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction-Manage escalations surfaced by customers-Work with Implementation Specialists across multiple projects in several stages to organize efficient and successful launch of customers-Manage challenging situations and conversations-Report weekly progress on customer statuses-Document accurate and complete customer details in our CRM software-Identify areas of process improvement or gaps in existing documentation and share insights with the team-Export data from multiple tools and analyze trends, compiling data for leadership reports-Work with project leads to evaluate and resolve onboarding obstaclesJira, Zendesk, Asana, Formstack, GSuite, Salesforce

Harris County, Texas, United States

Texas, United States

Del Rio, Tx

Customer Experience Associate (Remote) at ClassPass- Fluent in programs including Namely, Abacus, Zendesk, Stripe, Slack, Jira (Beginner Level), Tiny Pulse, bonus.ly.- Worked remotely, responsible for successfully staying on track and meeting daily metrics in an unmonitored environment - Manage multiple live chats at once, while providing a personal touch to each- Identify and work with the proper teams on issues with the product- Assist in creating language on the fly for unexpected large scale issues- Maintain a high satisfaction rating while hitting daily targets of customer responses- Outside the box thinking to resolve member issues while maintaining policy integrity- Clear communication on product, policies, internal system, and offerings to ensure thorough and clear expectations- Team player comfortable with the ever changing startup environment-Willing to step into leadership voids to create calm from chaos-Strong focus on SLA's- Willing to be a strong voice of the customer to the company at large

Purchasing, maintaining, pricing inventory. Face of the company to our clients. Built strong brand relationships with them as shown in repeat business. Managing the creation and troubleshooting of client events. Successfully created, marketed, oversaw, and sold out 350+ person events for 13 years from parties for executives at sporting events to WOW their clients to spiritual yoga retreats. I like juggling 15 things at once! Trained all lead staffers in each respective area of events (Registration, Medical, Managers on Duty, Facilities Crew, Volunteer Coordinator).Managed the online ordering process (B2B & B2C), ensuring each touchpoint was accurate and client friendly. Manger & creator for all processes for this specific business.

Lafayette, Indiana Area

Responsible for hiring and separating of staff in all areas of the restaurant, Ensuring cash safety and accounting, Ordering product for a multi-million dollar kitchen weekly, Scheduling for 120 employees based on YoY projections, Ensured HACCP compliance, Regularly traveled to other stores to assist in opening, or rolling out new policies (like Seal Team 6, but with food!) Responsible for all customer service issue resolution