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Mallory Mcconnell is a Customer Experience Lead at Kinship. They is proficient in Spanish. Colleagues describe them as "Mallory was one of the very first hires at Sightbox, and the company could not have achieved its success without her tireless efforts. She is beyond dedicated—the kind of early-stage employee that you pray for as a startup founder. She would often work evenings and weekends to hold the company's support triage to manageable levels and always demurred when called out for her relentless efforts. She is kind, endlessly supportive of her coworkers, and always works to ensure people feel included. She advocates for members of her team—never failing to call out their work publicly or to privately ensure that management was aware of their contributions. When she was promoted at Sightbox it was done by sheer acclamation: everybody on her team (peers and leadership) agreed that she was the right person for the job. She is a tremendous asset to any company, but I believe is capable of making the most impact in a startup where she can wear many hats and exercise her enormous curiosity to contribute to the advancement of the company in a multitude of ways."
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Customer Experience LeadKinship Oct 2021 - Aug 2022New York , Ny, Us -
Customer Experience Team LeadSightbox Jun 2018 - Sep 2019• Acted as the main Zendesk (CRM system) Admin, streamlined the customer support workflow and reduced manual processes by creating 100+ automations and triggers• Primary Help Center (Zendesk Guide) administrator: wrote articles, monitored and updated articles to ensure the accuracy of customer-facing information• Created open communication pathways with employees with employee quarterly reviews and 1:1s, and organized team meetings• Established and conducted the CX team hiring process including creating a job description that attracted a diverse and skilled talent pool
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Cx Tier-3 Specialist & CoachSightbox Nov 2017 - Jun 2018• Acted as a subject matter expert (SME), a primary resource, on delinquency recuperation, shipping logistics, customer retention and cancellation requests, to the company’s senior leadership, and other departments• Listened to employee concerns and suggestions and represented those perspectives when speaking with the department's or company's leadership team• Recorded 25+ instructional videos with audio commentary covering a range of topics: from onboarding activities to triaging inbound customer communications• Was the primary writer on the CX team, creating and maintaining the team's customer-facing FAQ articles, macros, templates, and outbound member communications• Created and lead customer loyalty and satisfaction survey response efforts, including CSAT and Net Promoter Score (NPS)
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Customer Experience SpecialistSightbox May 2017 - Nov 2017• Acted as primary triage agent by classifying, sorting, and delegating every new inbound email, text, or offline chat• Efficiently responded to Tier 1 and Tier 2 customer requests by email, chat, and phone
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Customer Experience SpecialistAirbnb Apr 2015 - Dec 2015San Francisco, Ca, Us• Acted as first line of contact by supplying information to customers about the company’s core philosophy and clarifying any points of confusion regarding tools and feature updates• Answered and responded to incoming calls or emails, and followed up with outbound calls to provide proactive support to customers• Focused on truly hearing the concerns of community members by recognizing and giving voice to the difficulties members experienced while using our service• Mediated disputes between parties by gathering information and addressing each individual’s complaints in order to negotiate an equitable solution• Used CRM ticket system to monitor contact with customers and the progression of Airbnb’s assistance in the customer’s case -
BaristaStarbucks May 2011 - Dec 2013Seattle, Wa, Us• Provided superior service and a unique experience via personal connection with each and every customer• Trained new employees in service standards and safety procedures• Quickly and professionally identified and offered solutions to customers in a high-volume sales environment -
Executive Assistant And Office ManagerGolden West Humanitarian Foundation Aug 2011 - Nov 2013Los Angeles, California, Us• Organized and managed data and filing systems from both administrative and field offices• Researched and produced briefing papers, reports, and presentations as requested by the executive board• Identified and procured necessary equipment and supplies for diverse international projects• Contacted vendors and service providers to negotiate office contracts and maintain reliable operating standards• Increased efficiency by developing process improvements for shipping and receiving office materials -
Property EvaluatorJml Properties Sep 2009 - Aug 2011• Assisted senior management with categorization, maintenance, and tracking of departmental databases• Maintained contact with in-field personnel, which included relaying real-time, time-sensitive, and critical data • Created marketing materials, brochures, and handouts
Mallory Mcconnell Skills
Mallory Mcconnell Education Details
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California State University, NorthridgeEnglish Writing -
Depauw UniversitySpanish Language -
California State University, Long BeachBiology
Frequently Asked Questions about Mallory Mcconnell
What is Mallory Mcconnell's role at the current company?
Mallory Mcconnell's current role is Customer Experience Lead at Kinship.
What is Mallory Mcconnell's email address?
Mallory Mcconnell's email address is ma****@****ail.com
What is Mallory Mcconnell's direct phone number?
Mallory Mcconnell's direct phone number is +131038*****
What schools did Mallory Mcconnell attend?
Mallory Mcconnell attended California State University, Northridge, Depauw University, California State University, Long Beach.
What skills is Mallory Mcconnell known for?
Mallory Mcconnell has skills like Microsoft Office, Customer Service, Research, Powerpoint, Time Management, Management, Public Speaking, Pcr, Microsoft Excel, Marketing, Mac, Microsoft Word.
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