Mallory Mcconnell Email & Phone Number

New York , Ny, Us

• 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

• 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)

• 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

San 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

Seattle, 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

Los 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

• 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

English Writing

Biological Sciences, English Literature, English Writing, Spanish Language

Biology