Vanessa K. Email & Phone Number

Olympia, Wa, Us

• Developed methods to decrease wait times by 60.3% in 3 months • Maintained team satisfaction rating of 92.9% YTD • Formed deprecation plans while working with major stakeholders for efficient end-of-life strategy for hardware, software and operating systems • Increased hiring plan by over 100% in one 1 by providing analytical data to Directors and Executives showing agent productivity vs. customer growth • Developed triage procedure for analytic integration which increased visibility on outstanding user reported issues • Consulted with QA and Product Managers to ensure dev teams maintain 20% focus on issues that directly affected customers • Restructured and reorganized internal documentation, consolidated multiple workspaces down into one Confluence space in order to streamline search for information • Authored ten-page brief which identified the biggest customer concerns, the need for reform and strategies for implementing change, leading to unified company procedures when handling escalated tickets • Evaluated customer rate of growth with agent load to forecast new hire rate • Used the growth rate to advocate for doubling the number of direct reports in one year • Tracked agents’ month-to-date and yearly key performance indicators (KPIs) including wait times, case satisfaction, time for first response, load, handle time and abandon rates and delivered findings to executive team on a weekly basis • Mentored agents and coached them on gaining promotions to newly designed teams within the company organization • Orchestrated weekly team meetings and monthly 1:1s with agents to listen to feedback they had for myself, management, product and/or development and empowered them to speak up on behalf of customers • Coordinated bi-weekly bug scrub meeting with directors, vice presidents and product managers to advocate development work on top customer issues leading to a 33% prioritization of previously untouched issues helping to reduce churn risk

Developed strategies to achieve team and individual targets, and provided coaching, training and feedback in 1:1s to ten direct reports. • Handled escalated customer issues with kindness and empathy to prevent churn • Provided monthly analytics and feedback to agents to ensure agent productivity • Analyzed monthly targets for each agent’s personal customer satisfaction (CSTAT) ratings and monthly ticket numbers • Worked closely with development and quality assurance teams to discuss software issues and feature requests in order to set prioritization • Volunteered to travel internationally to train new acquisitions on software • Managed agent schedules and time off requests

Provided compassionate technical support including troubleshooting customers’ hardware and software via email, phone and chat. • Educated, trained and guided customers on the cloud-based system using remote desktop applications such as Teamviewer • Tested and troubleshot new equipment and features and wrote internal documentation for all frontline support • Participated in monthly 24/7 on-call rotation • Identified customer issues, cataloged the issues in Zendesk and Jira • Advocated for the most frequent customer issues during weekly triages with product management, quality assurance and development • Consistently maintained a customer satisfaction of 96%+ • In the Top 5 for highest chat numbers while in this role

Bachelor Of Arts - Ba, Fine And Studio Arts

Frontend Developer, Computer Programming/Programmer, General

Computer Programming/Programmer, General