Persephone Hexworth Email & Phone Number

California, United States

- Provided live chat, email, and video call support for users on the Vendr portal, along with internal assistance for Vendr employees.- Achieved a first response time of under 5 minutes and a resolution time of 45 minutes, maintaining a 100% customer satisfaction rating throughout my tenure at Vendr.- Contributed and helped facilitate the onboarding and training of a new hire within the support department- Created and maintained comprehensive help documentation for both Vendr customers and employees.

United States

- Responded to phone, email, and live chat inquiries from investment fund managers and their investors.- Collaborated with internal teams to identify and escalate issues, implementing solutions such as Intercom bots to enhance customer support efficiency.- Developed internal documentation for support processes using Notion.- Created user-friendly Intercom support documentation for software users.- Assisted in the implementation of Intercom for support ticketing, including managing user seat creation, importing tickets from Zendesk, organizing tags for efficient ticket sorting, and training staff on Intercom usage.- Achieved a first response time of under 5 minutes.- Maintained a 90% customer satisfaction rating.- Established comprehensive internal support documentation covering processes from initial contact to escalations and resolutions.

San Diego, California, United States

In addition to responsibilities listed in previous position:- Managed a support team of 3+ members, increasing overall support efficiency by 50%.- Led the migration from Intercom to Salesforce to enhance support capabilities, overseeing training initiatives and creating a knowledge base within Salesforce for school-specific FAQs.- Trained the larger Canvas support team on the Portfolium product, developing and maintaining a Confluence knowledge base for internal support and new hires, regularly updating it with new information.- Served as the lead support for a state-funded project, acting as the primary liaison between stateadministration and internal teams. Responsibilities included project implementation, data importtroubleshooting, and user support.- Transformed a manual customer process into a self-service model by optimizing inputs to reduce database size.

San Diego, California, United States

- Provided comprehensive support for inquiries related to Portfolium and the Canvas Learning Outcomes platform.- Managed over 25 support tickets daily, achieving a first response time of under 5 minutes and implementing ticket management strategies that reduced resolution time by 35%.- Hosted weekly and quarterly webinars to offer platform support and gather user feedback for reporting to relevant teams.- Coordinated meetings between clients and internal teams to facilitate additional support and troubleshooting.

San Diego, California, United States

- Acted as a resource for detailed Franchisee/Territory information to all departments including CEO, Locations Department, Sales, Operations and Director of Franchise Relations- Participated in monthly, in-person franchisee training on our products, history, and how to run a successful franchise, as well as weekly phone calls running franchisees through the onboarding process- Ran individual – location specific sales reports for franchisees when reviewing profitability