Katee Saffer Email & Phone Number

Latrobe, Pa, Us

Evolved our migrations program, enlisting an external agency to allow us toexpand our coverages and meet the demand of our increasing user base.Streamlined our knowledge base and internal documentation practices byimplementing new processes that removed the bottleneck issues that werecreating delays with updates.Led an implementation of Kindly.ai, a chatbot that will allow us to offer highquality, custom-written responses to users outside of our business hours… Show more Evolved our migrations program, enlisting an external agency to allow us toexpand our coverages and meet the demand of our increasing user base.Streamlined our knowledge base and internal documentation practices byimplementing new processes that removed the bottleneck issues that werecreating delays with updates.Led an implementation of Kindly.ai, a chatbot that will allow us to offer highquality, custom-written responses to users outside of our business hours todecrease our overnight backload. Show less

Maintained the day-to-day operations of our Migrations program, personallymigrating over 120 annual customers from external platforms onto Podia.Managed the Knowledge Base, contributing 75 help docs to the external KB and 30internal guides to Slab. Worked closely with teammates to ensure documentationwas always current.Met and exceeded SLA and CSAT measurements, working on the front lines in chat,email, and one-on-one Zoom sessions with users.

Met and exceeded SLA and CSAT measurements, working on the front lines in chatand email support queues.

Grew the Customer Experience team from two agents to six agents to meet the demand of the growing start-up.Implemented support processes, internal documentation, and onboarding resources to allow for the least amount of growing pains while the company quadrupled in size.Reduced unnecessary cross-team discussions by implementing internal documentation standardizing negotiation procedures and referral paths to ourbusiness development team.Worked on the front lines… Show more Grew the Customer Experience team from two agents to six agents to meet the demand of the growing start-up.Implemented support processes, internal documentation, and onboarding resources to allow for the least amount of growing pains while the company quadrupled in size.Reduced unnecessary cross-team discussions by implementing internal documentation standardizing negotiation procedures and referral paths to ourbusiness development team.Worked on the front lines alongside the base agents to provide exceptional customer support to B2B customers in the healthcare industry. Show less

Led a team of 8-10 Tier 1 Customer Advocates to successfully meet team-wide CSAT and response time goals, with 80% of direct reports appearing as top-producers in weekly reportingProvided continual training, encouragement, and delegation to the team, resulting in individual promotions for 75% of direct reportsInitiated and implemented a Remote Employee Wellness program, fostering and encouraging remote-inclusive employment opportunities, benefits, and culture.

Regularly appeared in the top 5% of agents, consistently exceeding metric expectations in CSAT and response times, resulting in a promotion to Customer Advocacy Team Lead.

Demonstrated high levels of empathy and compassion, leading to being selected to provide satisfaction-based coaching to newly promoted Cross Support team membersDrove the implementation of standardized processes regarding damage claims and cleaning fees, resulting in clarity for users and drivers, as well as fewer fee-based escalations

Consistently appeared in the top 10% of agents, exceeding expectations in CSAT and response times, resulting in a promotion to the Cross Support Team