Kayla Harrison Email & Phone Number

•Collaborated on Bulk Actions project, which enhanced team management for our customers, reducing mentions in company off-boarding tickets by 83.65%•Contributed to People Analytics feature, cited in 41% of closed deals, out of 2,635 closed sales over 3 months post-launch•Designed, scoped, and developed an internal tool for People Analytics which reduces time to resolution for user creation errors from >24 hours to ~5 minutes for Customer Success Representatives•Conducted concept testing user interviews with Product and Design leads•Lead tech screen phase of interviews for all engineering levels, which improved team operational efficiency

•Created an internal tool for Customer Success, streamlining access to the most essential tools and information across the tech stack, enhancing operational efficiency•Championed LGBTQIA+ inclusion by integrating preferred pronouns in the Justworks platform•Promoted age inclusion by developing a tool which allows employees to control the visibility of their birthday•Strengthened the relationship between Product/Engineering and Customer Success by prioritizing and swiftly resolving bugs enhancing product quality and customer satisfaction •Explored and gained proficiency in product lifecycle from ideation, research, prototyping and development, to launch and monitoring

New York, New York, United States

•Implemented Forethought.ai tools to automate and improve response quality and time for Customer Success. The success rate for Solve is 45.7%, which is calculated by instant resolutions/total interactions •Managed the Customer Success Jira board to ensure timely delegation of high-volume, time sensitive cases•Guided and supported newly hired Customer Success Representatives through their 6-week training to provide comprehensive support and mentorship, which decreased ramp up time, and increased CSAT of new hires•Shaped project roadmaps through active participation in Focus Groups hosted by Product, Design, and Engineering teams, driving innovation and customer-centric solutions

•Spearheaded the End of Year Task Force, to enhance the End of Year data collection process, optimizing customer experience, and minimizing internal corrections•Resolved over 50 support tickets daily across various outreach channels, including email, phone, chat, and public Slack, ensuring prompt, accurate, and personal customer assistance•Simplified complex topics such as company and employee benefits, taxes, payroll, compliance, HR, and Justworks platform navigation to clients with varying levels of experience, fostering customer education and happiness