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