Kade Kanago Email & Phone Number

San Francisco, California, Us

Loveland, Us

-Provide cost-free marketing and technical consultations for local nonprofits and small businesses to optimize branding strategy, digital marketing, and advertising campaigns.-Maintain close communication with various small business owners to understand specific needs and organize and assess marketing efforts and online presence in support of business objectives. -Establish and maintain lasting client relations to achieve high levels of customer satisfaction, maintain high rates of client retention, and acquire new business through referrals. -Regularly conduct market research and evaluate campaign performance to identify areas for improvement and adapt market strategy accordingly. Key Achievements:-Revitalized website design, market strategy, and SEO optimization techniques for one client, Our Back Porch Candle Co, to increase their revenue from less than $1,000 per month to over $120,000 annually.-Enhanced K-9 Island’s social presence, fostering a remarkable 3000% increase in connections within just three months, resulting in a substantial surge of over 200% in daily client engagement.

San Francisco, California, Us

-Lead a diverse team up of up to six direct managers and up to 80 indirect specialists across the United States to craft elaborative reports and provide informative responses to clarify and support customer inquiries regarding payroll and tax concerns. -Drive procedural improvements and enhance customer satisfaction by spearheading the development and execution of outlier reporting systems to identify underperformers across diverse KPIs and to enable targeted coaching interventions. -Ensure timely resolution of issues through deft implementation of a transactional Net Promoter Score (tNPS) follow-up program that rapidly identifies detractors and swiftly addresses customer feedback.-Facilitate and strengthen collaborative operations with internal risk and tax departments to foster productive cross-functional collaboration, optimize workflow processes, and ultimately increase organization’s operational efficiency. -Remain updated and aware of shifting industry best practices and changes in federal, state, and local tax laws to maintain consistent operational compliance and inform operational strategy according to latest industry advancements.-Continuously maximize team productivity by conducting regular performance evaluations to identify areas of improvement and inform specialized guidance, support, and ongoing trainings.

San Francisco, California, Us

-Empowered and led a team of up to 14 agents to effectively support company Accountant partners via phone and email support channels.-Spearheaded project to restructure dedicated support teams, and thereby improve time to initial response, average speed of answer, and overall customer satisfaction.-Launched CX-wide incentive program to influence metric performance based on business needs, which substantially influenced increases in targeted metric performance during focused months and contributed to increases in overall performance for following months.-Coached and managed performance of VIP team to significantly improve team’s monthly performance and ultimately earn ranking as top VIP team over six months when comparing diverse KPIs.-Established strong and lasting partnerships with key stakeholders to start and scale the Technical Account Management pilot for high-value Accounting Partner.-Generated cost-savings of over $11,000 and reduced future touchpoints by facilitating cross-functional collaboration to execute Value-Added Activities pilot that measured the positive impacts of proactive outreach.

Waltham, Ma, Us

-Established collaborative partnerships with analytics and cross functional teams to optimize and improve customer’s lifecycle, from initial point of sale through to final stages of retention experience.-Built, launched, and managed dedicated Test Team responsible for targeting at-risk customers and gathering key data to influence product improvements, process gaps, and garner customer feedback on areas of improvement.-Facilitated and optimized the onboarding and support experience of high value customer base while maintaining key focus on decreasing churn, improving customer satisfaction, and proactively working to grow revenue per user.-Conducted regular performance evaluations against established team goals and expectations to identify areas for improvement and provide constructive feedback to optimize team operations and boost productivity. Key Achievements:-Created and led a Customer Success Test Team from inception, specializing in in-depth analysis of touchpoints contributing to high churn rates. Orchestrated proactive outreach initiatives to elicit invaluable data and feedback from clients navigating challenging experiences, driving iterative product and process enhancements. These collaborative efforts resulted in significant reductions in churn rates and elevated overall customer satisfaction levels.

Waltham, Ma, Us

-Liaised directly with Customer Operations leadership to drive the execution of a variety of projects across all stages, from initial conceptualization to final execution and completion.-Effectively supported a variety of inbound and outbound call volumes through streamlined management of the onboarding and launch of more than 50 international vendor phone agents.-Revitalized phone and chat channels by implementing initiatives to improve customer experience and increase contact deflection.-Collaborated with the Builder team to establish a support feedback loop, facilitate tier 1 recommendations training, implement various process improvements, and launch a Constant Contact team to handle builder call volume.-Facilitated close collaboration with initiative leaders to establish accurate reporting and test rollouts.Executed the completion of a variety of callout initiatives to try and positively impact customer retention, ARPU, and engagement.-Designed and facilitated new user onboarding test to improve customers engagement through a 30-minute one-on-one appointment focused specifically on company’s list of growth tools.

Waltham, Ma, Us

I manage a team of up to 14 customer support agents that take phone calls regarding online marketing tools provided by Constant Contact. Responsibilities include UAT for Salesforce.com transition, performance management, 1 on 1 coaching and development, planning and facilitating team meetings, pulling reports, monitoring call queues and performance metrics, quality monitoring, New Hire systems training, external interviews, and customer escalations.

Waltham, Ma, Us

• Manage day to day activities of over 25 individuals locally and cross-site• Provided continual feedback and coaching to team members through quality evaluations and 1 on 1 coaching sessions• Helped with the training and coaching of new hires both in a classroom environment and also 1on1 shadowing• Participated in various projects to help improve team effectiveness and troubleshooting knowledge

Waltham, Ma, Us

• Provide advanced technical support for Constant Contact Tier 1 employees and customers via phone, email, and internal chat• Helped with the training and coaching of new hires both in a classroom environment and also 1on1 shadowing• Participated in various projects to help improve team effectiveness and troubleshooting knowledge• Maintained high levels of productivity and quality, both internally and externally

New York, New York, Us

Data Science Certification, Data Science

Bachelor'S Degree, Computer Science