Lauren Vogeli Email & Phone Number

- Customer Service: Expertise in delivering top-notch customer service and support, resolving inquiries, and ensuring customer satisfaction.- Problem-Solving: Demonstrated aptitude for analyzing complex issues, identifying root causes, and implementing effective solutions.- Communication: Strong verbal and written communication skills, with a talent for.

Remote

• Researched, presented, and executed a plan to build a more formal support process and move from an email inbox to Zendesk ticketing system
• Built entire knowledge base of thorough help desk articles to assist customers in product feature usage
• Support multiple product launches and triage customer questions and issues throughout the product lifecycle
• Built out feature idea portal for users with Upvoty to understand customer experiences and pain points to champion their ideas in strategy meetings
• Support all users across Campfire Pro, Campfire Write & Campfire Blaze suite of products
• Build and plan customer activities to build a bond between Campfire and its userbase

Remote

• Manage client relationships for Club & League accounts
• Provide one on one onboarding for new and current customers
• Serve as a trusted advisor and a single point of contact for TeamSnap customers to ensure they have a great experience using the platform. Including answering support related questions based on product knowledge
• Provide quarterly plans to ensure customer utilization and engagement for revenue growth
• Manage customer projects from start to finish for purchased website add-ons
• Work directly in WordPress to assist in the customization of custom and templated websites

Remote

• Respond to support tickets in the Zendesk application and via telephone to resolve client issues within the Omni and Fattmerchant applications.
• Create bug tickets within JIRA to be resolved by the development team.
• Troubleshoot a wide range of support issues related to billing, account management, and payment processing.
• Create weekly goals to drive the Operations teams success
• Assist in contributing to lead generation for Payment Processing
• Work directly with payment processing gateways such as NMI and Forte

Gainesville, Florida Area

• Personally address concerns of at-risk customers seeking to cancel their account in an attempt to retain their business.
• Resolve high-priority issues for customers that are experiencing difficulty and require assistance for issues beyond technical support.
• Facilitate account and data migrations for customers across platforms to ensure no data is lost.
• Apply certifications to all applicable Partners who are well versed in Marketing Automation.
• Work directly with Finance team to review refund and credit requests and apply these to the accounts of requesting customers.
• Work daily in the Account Management (creation and deletion) aspect of the business, helping new customers get set up and removing ones who are leaving.

Gainesville, Florida Area

• Managed a team of employees to meet quarterly goals, complete projects, and to provide focused assistance to resolve complex problems.
• Handled difficult support cases that needed to be escalated to a higher level.
• Trained all new hires on the areas of the application related to Billing and User Account Management
• Created publicly available help documents for areas of the application under myexpertise
• Held weekly 1 on 1 meetings with members of the team to discuss difficult issues or questions.
• Worked closely with the development team leads to make sure bugs were properly prioritized.

Gainesville, Florida Area

• Responded to support tickets in the Desk & Zendesk applications and via telephone to resolve client issues within the SharpSpring application.
• Collaborated with the Special Operations team in solving billing, user account management, and email syncing related issues.
• Spoke with clients via telephone to resolve their application issues together.
• Created bug tickets within JIRA to be resolved by the development team.
• Worked closely with software developers to ensure customer issues were resolved in a timely manner.
• Maintained composure and patience in the face of difficult customer situations.