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 effectively conveying technical information to both technical and non-technical audiences.- Conflict Resolution: Experience in handling challenging situations, de-escalating tensions, and reaching satisfactory resolutions for all parties involved.- Performance Metrics: Track record of meeting and exceeding key performance indicators (KPIs) and service level agreements (SLAs).- Process Improvement: Proven ability to streamline support processes, optimize workflows, and enhance overall team efficiency.- Cross-Functional Collaboration: Experience collaborating with various departments to address customer issues and improve overall product/service quality.- Quality Assurance: Familiarity with establishing quality assurance protocols to ensure consistency and accuracy in support interactions.- Data Analysis: Proficiency in using data and analytics to identify trends, make data-driven decisions, and improve support performance.- Customer Feedback Analysis: Ability to collect and analyze customer feedback to identify areas of improvement and implement necessary changes.- Training and Development: Skill in designing and implementing training programs to improve support team capabilities and enhance customer experience.- Customer Success: Understanding the connection between customer support and customer success and the ability to align support efforts with broader business goals.- Team Leadership: Proven ability to lead and manage support teams, providing guidance, training, and mentorship to ensure exceptional performance.

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• Create and report on key metrics and analytics monthly for company-wide meetings• Work closely with marketing and development team members to build timelines for customernotifications on upcoming feature launches• Give customer experience feedback on designs to enhance the platform towardscurrent users’ needs• Build and report on large annual Voice of the Customer report to better understand our userbaseand to inform future decision-making based on customer trends/interest• Maintain a 99+% CSAT rating on all support interactions

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• Provide one on one training for WordPress usage• Guide customers through the renewal process • Manage customer needs to maintain customer loyalty and retention• Assist customers in changes to billing and plans with TeamSnap• Utilized relationships with customer to identify opportunities to upsell expansions that would benefit the customers usage of the platform• Work with Account Executives and Sales team to provide new clients with a smooth transition from previously used platforms

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• Troubleshoot issues with Payment Processing hardware such as Ingenico, Dejavoo, and POS • Work regularly with the Underwriting team to determine high-risk transaction processing • Maintain composure and patience in the face of difficult customer situations.

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.• Handle customer retention by speaking with all attriting companies.• Create strategic plans to help combat attrition and boost customer retention.• Speak with customers who are canceling their account to obtain valuable feedback on their experience with the application and how it can be improved.

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.• Worked with the product management team to ensure customers' requests were being heard.• Maintained strong relationships with customer advocates to obtain valuable, actionable feedback.

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.