Developed and implemented strategies to increase customer satisfaction and loyalty, leading to higher CSAT scores.Coached, mentored, and trained 11 team members in order to improve their job performance, increasing their daily interactions and mantaining high CSAT and Interaction Quality scores.Initiated new projects that resulted in increased customer experience across Support, Security, and Privacy departments.Provided leadership during times of organizational change or crisis situations.

Provided product expertise and technical support to customers via email and chat, maintaining a CSAT score between 95-100%Mentored peers on professional development goals such as customer communication skills, problem solving, and de-escalation.

Responsible for management and development of writing and editorial staff, leading collaboration and conversation to produce thoughtful content, and analyze metrics to help guide strategic growth and directional support.

Managed 20+ stakeholders of third-party technologies to help diversify internal research methods.Developed approval process for integration efforts of third-party platforms, after testing from multiple client portfolios, which led to ~25% higher usage post-integration.Consulted with account teams on research approaches and best practices and worked with Product marketing and communications teams to develop and deploy messaging.

Hired, trained, and managed 16-20 agents across the US, EMEA, and APAC.Developed and delivered software and consultant trainings to align with globalneeds.Consulted with internal stakeholders on best practices for Confirmit, Qualtrics, andDecipher-friendly survey design in order to best achieve high impact insights to amplify the voice of the customer.

programmed, scripted and uploaded materials to generate surveys, dialogues, reports, email messages and other various research activities as well as programming and testing of screening surveys for recruitment projects. Developed best practices for operations processes for client deliverables as well as teammates.Trained teammates and client services team members on processes, proprietary software, and best practices.

Responsible for continual and varied requests from colleagues around the world in support of client communities. Programmed surveys and other research activities in support of client services teams.Consulted client services teams on best practices for online research methodology and survey design.