▪ Within the first 30 days, built out a case taxonomy dashboard per executive request. ▪ Coached team on average handle time goal and case backlog, decreasing each by 60%. ▪ Created and maintained organizational reports and dashboards. ▪ Over the course of the first year, organizational CSAT increased by 7% quarter over quarter.▪ Partnered with R&D teams to build a better relationship between engineering and support and rolled out an escalation process to alert Engineering Leadership of Jira tickets that need to be resolved.▪ Implemented new ticketing system, Zendesk, from Salesforce Service Cloud.

-Created and developed a live chat customer service team, driving program growth and dealer acquisition in partnership with sales and marketing teams. Analyzed and presented customer data and team performance metrics to direct executive decision-making, advocating for team development opportunities and growth plans.-Executed campaigns to drive continued team scaling, expanding dealer partner base by more than 8x in less than 2 years – program hosted 170 dealerships representing $107K in monthly recurring revenue.-Guided testing for multiple team formats and response scripts, resulting in a 16% conversion increase within test groups.-Exceeded customer retention goals by 5% by creating a customer consultation program, leveraging participant feedback to address recurring user experience obstacles.

-Guided new and returning customers throughout the C2C platform’s onboarding process, driving the department’s growth by establishing and refining internal processes in collaboration with sales leadership.-Led team to exceed performance expectations through hands-on training and mentorship, securing position as the top-ranked customer success implementation manager company-wide.-Established the team’s regional operations model, aligning business processes with core customer needs.-Streamlined the migration to a new digital inventory platform, overseeing all project stages to ensure an on-time delivery without loss of productivity.

-Oversaw the performance of 10-12 customer care representatives, establishing and monitoring daily success metrics to maximize productivity, quality, and customer satisfaction. Partnered with agent care leadership to devise improvements to the customer experience and operational efficiency.-Built the New Construction Support team from the ground up, communicating performance metrics to the Chief Revenue Officer to influence continued development and obtain additional resources.

Built relationships with real estate agent partners as on-call customer support, resolving between 25-50 queries daily. Owned the creation and scheduling of the weekend support team to expand the department’s capabilities and improve agent satisfaction.

· Answering up to 80 calls per day involving tier one troubleshooting and billing concerns. · Assisting senior representatives by actively supporting peers and answering questions. · Supporting Verizon wireless policies and resolving customer account related issues. · Assisted trainers and quality assurance team

· Aided social network members via e-mail and phone-based support requests. · Answered 50 to 100 Trouble Tickets a day from members of Active Rain Social Network. · Efficiently Managed sister web site, Localism: http://www.localism.com · Organized Website Bugs for review and repair using internal ticketing system