Kit Cabena Email & Phone Number

Colorado Springs, Co, Us

Remote

Remote

Denver, Colorado, United States

-Applied coding skills and extensive product knowledge to deliver exceptional customer support via email, chat, and telephone, specializing in handling escalated tickets.-Ensured a seamless onboarding experience for customers, proficiently troubleshooting and solving problems to enhance their overall satisfaction.-Utilized a diverse range of systems, software, and hardware to optimize customer satisfaction levels.-Demonstrated daily expertise in the WhatConverts API and webhooks, adeptly building custom integrations with third-party platforms.-Analyzed customer use cases, providing expert guidance on leveraging WhatConverts to meet or exceed their goals.-Proactively identified potential issues and growth opportunities within client accounts, collaborating with the product team to implement effective solutions.-Collaborated with the product team at WhatConverts to design and build tools, offering constructive feedback that streamlined and improved the quality of the support team.

Denver, Colorado, United States

Your proactive partner in digital marketing, delivering integrated solutions engineered to drive your business forward. From orchestrating seamless integrations to implementing automation, providing platform support, and troubleshooting, we are committed to optimizing your digital ecosystem for peak performance and results.

Atlanta, Georgia, United States

-Multi-Level Technical Support: Provided technical support to companies of varying sizes, including Emerging, Mid-Market, Small, and Large Enterprise, meeting multi-level SLAs effectively.-Efficient Support Management: Managed all incoming support requests during the first 4 hours daily, prioritizing them based on their impact to ensure timely and effective resolution.-High CSAT Ratings: Achieved stellar CSAT ratings, maintaining an average of 4.8 stars out of 5, reflecting excellence in attention to detail, quick response times, and understanding of customer needs.-Swift Onboarding and Training: Completed onboarding and assorted training in 30% of the expected timeframe, demonstrating the ability to quickly assimilate into the team.-Cross-Team Communication: Assisted in managing cross-team communication between Development, Customer Support, and Customer Success teams, contributing to streamlined workflows and collaboration.-Metrics Tracking and Customer Insights: Tracked customer service metrics and gathered customer feedback to provide valuable insights with actionable results, contributing to continuous improvement and enhanced customer satisfaction.

Denver, Colorado, United States

-Efficient Resource Allocation: Monitored incoming technical support requests, efficiently allocating resources and achieving a 25% reduction in wait times for Tier 2 customer inquiries.-Quality Assurance Implementation: Developed and implemented quality assurance protocols to ensure ticket responses met customer expectations, optimizing the customer service workflow for quicker response times.-Customer Satisfaction Improvement: Elevated customer satisfaction ratings from 63% to 90% for the team, focusing on resolution accuracy, timeliness, and effective communication of customer growth propositions.-Training and Monitoring Success: Trained and monitored 5 new support personnel, empowering them to swiftly and accurately resolve technical issues, contributing to enhanced team performance.Collaborative Ticket Procedures: Collaborated with Team Leads and other Queue ---Managers to develop more efficient ticket procedures, streamlining workflows and ensuring optimal resource delegation.-SLA Maintenance: Maintained SLA by ensuring Technical Support agents were available and provided assistance with challenging tickets, ensuring timely and effective issue resolution.