•Lead kick-off calls, collaborate across multiple internal teams (Content, Customer Success, Engineering and Paid Media)•Serving as a day-to-day contact for assigned accounts, building trust and rapport, while identifying areas of opportunity.•Working with qualitative clients, taking projects from post bid to delivery to the client.•Reviewing screener, providing guidance to the recruiter, generating regular reports, and analyzing the sample.•Own the overall relationship with clients, including managing onboarding, implementation, satisfaction, and retention.•Identifying plans and resources required to meet project goals and objectives.•Achieving project deadlines by coordinating with contractors to manage performance.•Scheduling and facilitating meetings between project stakeholders to discuss deliverables, schedules, and conflicts.•Consulting with clients to identify survey needs and specific requirements such as special samples.•Collaborating closely with others to develop new surveys and questionnaires, test survey links, and proofread documentation.

•Managed 4-person Customer Success Team for the number one direct-to-consumer wine company in thecountry.•Led the implementation of a new CRM tool and acted as SME for the transition to new shipping and inventory management system following an acquisition.•Improved Customer Success KPIs by establishing regular reviews of escalations and common problems.•Reduced ticket volume by creating a customer-facing Knowledge Base.•Developed and implemented CS processes to streamline and reduce response times.

➤ Responding to and resolving business clients' inquiries in a timely, professional manner by triaging system issues.➤ Efficiently gathering pertinent details from customers to properly assess problems and respond with action plans.➤ Collaborating internally to ensure items are resolved to the highest quality, and providing cause details to clients.➤ Serving as a key communication point and providing system knowledge and expertise for complex issues.➤ Documenting all communication and maintaining an accurate, up-to-date status of all triage actions performed.➤ Successfully leveraging strong analytical skills and excelling in a fast-paced, frequently changing environment.➤ Advocating for customers' needs and preferences, while ensuring and providing optimal levels of service.

➤ Effectively supported Product Development by providing guidance and advice on new and existing modules.➤ Aided in design/creation of a functional panel management system and support tools, incorporating positive changes.➤ Helped launch the GoWebSurveys panel in India, and developed a consolidated management-level metrics dashboard.➤ Created a training program for newly formed Customer Service, Client On-Boarding, and other internal Departments.➤ Developed necessary reports to track user activity, reward requests, affiliate traffic, survey invites, and response.➤ Served as SME on community management and tracked social media trends and rapidly changing technologies.➤ Collaborated with Sales to identify and pursue upselling opportunities, utilizing a creative approach to engage users.

➤ Successfully built, developed, led, and coached strong teams across multiple locations and functions.➤ Worked cross-functionally to drive automation and system improvements in our customer engagement processes.➤ Created training and on-boarding materials for customer service teams, clients, affiliates, vendors, and end users.➤ Strategically organized, prioritized, and managed multiple complex projects in a deadline-driven environment.➤ Created and published social content, as well as managed content workflow, user reward budgets, and implementation.➤ Analyzed, reviewed, and reported on benchmarks and effectiveness of campaigns to maximize results.➤ Aided internal teams in planning/executing initiatives to drive traffic, using SEM, SEO, and display banner advertising.➤ Served as a Founding Member of an inter-departmental team designed to identify fraudulent data and respondents.

➤ Came aboard initially as a Process Associate, and then advanced to Process Developer in December 2011.➤ Strategically coordinated all projects, ensuring completion by target deadlines, and provided updates to management.➤ Received a further promotion to Process Trainer in May 2013, working with Training Manager on course development.➤ Provided logistical support and cost management for training modules, and oversaw course delivery and evaluation.➤ Served as an SME and created documentation, partnering with Content Development to improve learning outcomes.➤ Designed and implemented client-focused training curriculums, and conducted formal walk-throughs of materials.➤ Effectively supported management with business development and lead generation efforts, growing the client base.

➤ US outbound and inbound collections for private labeled credit card (Retail collection)➤ Handling 4-7 Days Past Due Accounts➤ Conducting Team huddles to download latest updates to the team.