Meredith Vanvolkingburgh Email & Phone Number

I am dedicated to enhancing the overall customer support experience through strategic planning, forecasting, and process improvement initiatives. My role revolves around streamlining our digital customer service processes, with a keen focus on improving both customer and agent experiences, while effectively scaling digital customer service operations within the company.Key Responsibilities:- Collaborate cross-functionally with internal teams to refine customer interactions and ensure seamless capacity for incoming inquiries, fostering a culture of excellence in customer service.- Lead efforts in monitoring and collecting support data, leveraging analytics to draw actionable insights that inform strategic decision-making and enhance overall support effectiveness.- Spearhead initiatives aimed at optimizing digital customer service channels, ensuring alignment with company objectives and facilitating continuous improvement in service delivery.- Drive innovation and efficiency in customer support operations through the implementation of cutting-edge technologies and best practices.- Exploring and presenting platforms & technologies to improve our customer service offering and further expand our self-service knowledge resourcesMy commitment to driving impactful change and delivering exceptional customer support solutions underscores my dedication to EECOL Electric's mission of exceeding customer expectations and fostering long-term relationships.

In my role as web project manager, I’m responsible for all web build projects. This involves coordinating and communicating with the clients, collecting assets digitally, and building their new websites on the Shopify platform. My role is also collaborative, partnering with our development and marketing teams to ensure our clients’ needs are being met. As project manager I also oversee our web optimization program, working with existing clients to improve, optimize, and streamline their websites. I frequently audited client websites to make targeted recommendations that aligned with their business plans and needs. Whether it was presenting a website optimization plan or recommending a suite of integrated apps, understanding the client’s business needs came first.

During my time at Tickit, my time was split between managing Jira for our agile team and managing our annual SOC II audit. This involved planning and facilitating meetings, liaising with stakeholders and team members, and an incredible amount of administrative and organizational skills.

In this role I worked directly with a set client list to monitor, consult on, and improve their experience with the Phreesia platform based on their business needs. This includes weekly or biweekly meetings to review reports and any customer pain points. In addition, I was responsible for recommending new products where appropriate and demonstrating the value in the platform. By truly coming to understand each client’s unique use case and business needs, I was able to successfully increase feature adoption to ensure our mutual growth.

In my role as the billing support lead, I work closely with a small and collaborative team. From triaging complex questions to developing long term processes, my focus is on empowering the team on the topics of payment & subscriptions.Building the payments team first involved creating distinct and comprehensive knowledge bases. These knowledge bases allow us to operate on an email-based training model that sees team members scale up using context. Day to day, my role involves supporting the support team. I work with payments team members on trickier questions, create & share resources for further learning, and talk through deescalation where needed.

In the role of payments expert, I shifted my focus towards supporting Jane Payments and monthly subscriptions. My responsibilities range from daily tasks like helping answer our team's questions on Slack to forward-thinking tasks such as determining the best process for handling disputed payments long term.I also facilitate our monthly subscription billing cycle, am responsible for team training, and work closely with stakeholders across the organization to refine and define billing-related support processes.

My time at Jane has given me an incredibly personal insight into the daily experience of running an allied health clinic. I speak to 40+ practitioners a day across many disciplines to help them arrive at the best solutions for themselves and their customers. Whether it's the ins and outs of private insurance submissions or the struggles of the transition to online charting, we cover it all with kindness and caring. Through frequent platform demos and regular feature consultations, I work with our customers to ensure they’re making the most of their Jane accounts.

As part of the risk specialization, I work with a small team of representatives handling communication around payment risk mitigation. I liase with support as a whole on a regular basis to help reduce support debt and touch points for our merchants.

I provide direct and creative solutions to an incredibly diverse merchant base. I am constantly studying to stay on top of current e-commerce and marketing strategies. I consistently help better the e-commerce experiences of our merchants and their customers through direct and actionable feedback. I’m able to troubleshoot even the most complex of technical issues quickly in order to arrive on next steps and solutions.

As the primary support representative at that time, my role was to work with new & existing clients to answer questions, work through problems, and ensure feedback was passed on to the appropriate internal team members. I was available nearly 24/7 to ourclients across multiple timezones in order to ensure the smooth running of their loyaltysoftware, and to address customer concerns head on.

Wellington, Wellington Region, New Zealand

During my year abroad in New Zealand I was fortunate enough to dip my toes into the world of copywriting. In this role I was solely responsible for writing product descriptions for use on a nationwide e-commerce platform. This involved identifying and refining the company voice as well as identifying & reutilizing common factors among listings that did especially well. In addition, I collaborated weekly with our contract photographer to style and stage new product photography and improve on existing photo sets.

Master Of Arts - Ma, Counselling Psychology

Google Certificate, Project Management

Bachelor Of Arts - Ba, Multi/Interdisciplinary Studies