Leo Ochoa Email & Phone Number

Richmond, Victoria, Au

• Recruited Internally• Project managed over 100 cross-functional proposals; multiple at a time withtime-sensitive deadlines and competing priorities; managing the entire proposal lifecycle.• Contributed to team's proposal ARR in 2022 by winning 33% of proposals.• Strategizing and building working rhythms with coaches and SMEs.• Building and maintaining team dashboards.

Richmond, Victoria, Au

• Promoted• Analyzed and presented support channel trends to Exec team; analysis used to increase investment in chat as the primary support channel for the Support team.• Led the implementation of a new chat support tool; responsible for the vendor sourcing/contract, project management, change management, training materials, and development of new report dashboards.• Implemented team skill-based routing in Support tool improving teams resolution times.•Was the cross-functional lead between Customer Success, Product, Eng, Sales, Marketing, and other teams.

Richmond, Victoria, Au

• Owned, administered, configured, and implemented team dashboards.• Created end-to-end business process documentation for team.• Cross-functional lead and collaborator for team.

San Francisco, Ca, Us

• Promoted• Wrote playbooks/procedures that were used by 35 support agents to solve customer inquiries; resulted in a 23% improvement in ticket resolution time.• Mentored seven support agents; emphasized team camaraderie and team career development.• Problem solved and led the development of the internal dispatching tool used across 13 bikes and scooter markets; this tool was used over 60,000 times.

San Francisco, Ca, Us

• Analyzed customer data.• Owned and coordinated key initiatives and projects that eliminate customer pain points.• Lead for international partner vendor teams.• Concentrated on process audits to identify areas for improvement.• Created and project managed CET resolution and help center content for everything related to Express Drive.• Acted as the voice of the user during internal/external team discussions.• Worked solving cross-functional problems by being the primary POC for CET express drive team.

San Francisco, Ca, Us

• Key stakeholder during team transition from Desk.com to Zendesk.• Reported product bug to technical teams.• Advocated for our instructors on the Udemy platform through product improvements.• Partnered and worked closely with product and engineering teams at Udemy to resolve/improve technical user issues.• Analyzed user feedback for product team to reference.• Managed instructor product updates for the team by working closely with product team.

San Francisco, California, Us

My responsibilities included implementing our support and customer success strategy by establishing support protocol for both users and clients, trained and managed new associates, improved merchant QC and QA, onboarded all new merchants, and handled churn mitigation. Customer experience is only as good as your front-lines. My goal was to create the best customer experience possible.• Developed the support strategy by improving phone support and launching chat• Trained and mentored all support agents (7+ agents)• Scaled and improved our support QA and QC by documenting processes• Managed relationship with 40+ top clients• Collected user/restaurant feedback to help shape our product• Kept client success pulse• Minimized client churn• Responsible for efficient and effective client onboarding.