Keaton Pugh Email & Phone Number

New York City Metropolitan Area

Led end-to-end SMS campaigns for diverse merchants, increasing engagement and conversions. Ensured the CX team had all necessary resources to support customers effectively. Managed a comprehensive knowledge base, ensuring real-time updates on campaigns, promotions, and product info. Drove CX process evolution by gathering agent feedback, identifying pain.

Austin, Texas, United States

Led high-performing team of agents, exceeding customer expectations and driving revenue across multiple merchants. Developed and executed strategies to enhance engagement and satisfaction. Managed recruitment, onboarding, training, and knowledge base upkeep, while collaborating cross-functionally to identify pain points and implement measures for improved.

Austin, Texas

Fostered positive customer relationships and swiftly resolved issues as the main point of contact. Initiated and managed a successful subscription model, ensuring exceptional service and satisfaction. Collaborated cross-functionally to optimize software, enhancing workflows and customer experiences, leading to improved overall business performance.

Consistently surpassed sales targets through innovative program incentives and effective sales process management. Led and developed a high-performing team of six associates, ensuring achievement of individual goals. Proficient in leveraging inventory and sales data to identify growth opportunities and drive successful outcomes.

Tallahassee, Florida