Lydia Weekley Email & Phone Number

El Segundo, California, Us

Lead support for four products with teams based in the US and India, fostering a culture of high performance and continuous improvement.Consolidated teams from three ticketing systems onto one, while implementing Salesforce, driving operational and administrative efficiencies.Implemented a chatbot to resolve common customer inquiries, significantly improving customer satisfaction and reducing response times.Managed staffing through annual busy seasons, maintaining exceptional service levels during peak periods.Successfully established support for a new product utilizing innovative Tier 1 chatbot and Tier 2 live resources model.Implemented data tracking for customer issues and facilitated information sharing loops with product and key stakeholders.Drove efficiency and consistency in knowledge base management across products, ensuring accessibility and continuous improvement.Developed comprehensive training and cross-training plans for new hires and existing employees, focusing on career growth and organizational goals.Drive efficiency and consistency in Knowledge Base across products, ensure accessibility, and create process for continuous updates and improvements of the articlesProvide a work environment that strengthens and cultivates employee engagement, diversity and inclusiveness, and career growth Effectively communicate with Managers, Team Leads, and senior individual contributors to promote change management and the importance of effectively cascading informationCollaborate cross functionally to share the voice of the customer through case data, survey feedback, and customer sentiment to drive product change and reduce customer effort

Charleston, South Carolina, Us

Successfully transitioned in-office team and engagement, hiring, onboarding and performance management to fully remote.Maintained Customer Satisfaction scores above industry standard in 2020Responsible for facilitating daily meeting with Support senior leadership teamComplete monthly analysis of Customer Satisfaction Surveys for operating review presented to the Executive Leadership Team.Provide a work environment that strengthens and cultivates employee engagement, diversity and inclusiveness, and career growth Refine and document processes and procedures to improve customer delight, employee engagement, and operational efficiency Manage customer escalations, regular communication to internal stakeholders, and identify and implement areas of improvementCalibrate with Support Managers and Team Leads to ensure quality and consistent service delivery through random quality evaluations of teams’ interactions with customers and regular calibration meetings between teams.Effectively communicate with Managers, Team Leads, and senior individual contributors to promote change management and the importance of effectively cascading information Ensure consistency in average speed of answer and customer experience within chat, phone and email

Charleston, South Carolina, Us

Lead a team of 50+ employees consisting of people managers and senior individual contributorsReview and drive performance of operational-level agreements, metrics, and other data to effectively service Blackbaud customers Transitioned teams to an improved tiered support model, including incorporating the use of a Swarm modelAssisted with change management and prioritization of issues during implementation of Service CloudWorked across departments to ensure customer delight in a fast paced, SaaS environment

Charleston, South Carolina, Us

Lead Level 1/Level 2 Team Lead weekly syncGathered feedback and represented Level 1 Team Leads during Support transition to leveled support modelCreated and Documented follow up process for dissatisfied customer surveysParticipated in creating a unified Scope of Support for all productsProven creative problem solving during low staffing while still meeting Customer Satisfaction

Charleston, South Carolina, Us

Managed the Financial Edge Product Leads who served as the liaison between Support and Product ManagementAttended weekly meetings with Product Management to communicate Support trends and customer issues Participated in monthly FE NXT Leadership cross departmental meetings to serve as voice for Support in Roadmap conversationsAnalyzed and presented data on incoming call and case volume in Monthly meeting with VP of Customer SupportDrove discussions with product development on call reduction during seasonal incoming volume increase

Charleston, South Carolina, Us

Worked closely with Product Development to ensure customer experience is a top priorityFacilitated meeting with the web hosting implementation teams to address implementation impact on our clientsLead round table discussion to improve communication and relationship between Customer Support product teamsActed as liaison between customer and Incident Management Team during web hosting outagesPlanned and conducted weekly team meetings to improve product knowledge and team developmentHeld monthly status meetings with each analyst to review performance and discuss career developmentManaged escalated customers and worked to quickly and efficiently resolve all outstanding issues and concernsConsistently met and exceeded team and departmental statistical goals

Charleston, South Carolina, Us

Proven leadership skills that resulted in absorbing additional team of analysts on multiple occasionsExperienced in turning prior consistent low Customer Satisfaction scores into regularly exceeding team and individual analyst goalsSelected to work with HR and Senior Leadership to develop a Career Framework for Customer SupportParticipated in discussion series with members of different departments around HR topicsSuccessfully coached struggling analysts on tone, sensitivity and case managementIncreased team morale with recognition, team events, and by providing analyst progression assistanceAttended Product Development meetings to enhance my product knowledge

Charleston, South Carolina, Us

• Promoted to Senior Customer Support Analyst after only six months• Fielded incoming calls and case central cases as an expert in The Raiser’s Edge and The Financial Edge. Position required strong organization skills to effectively manage caseload, research, and client follow up• Attended Blackbaud User Groups as a Product Expert and presenter• Participated in Team Manager Adtrack and completed various projects to aid in the development of team• Worked with Advantage Priority clients through the Afterhours Support phone• Received numerous MVP awards, as well as the Customer Support Circle of Excellence award• Participated in Emerging Leader training• Quickly became well versed in the product and a resource for my teammates and new analysts

Charleston, South Carolina, Us

Intern for the Charleston RiverDogs, a Class A affiliate of the New York Yankees. Assisted in preseason promotions and preparations of the stadium, and was involved in all aspects of game day operations. During the first half of the season, I rotated through each department working with Ticket Sales, Community Relations, and Promotions. Midway through the season, my focus became interning in the Box Office.