Rachel Heller Email and Phone Number

In my position with this SaaS company, it is my responsibility to interface directly with clients in regards to inquiries and issues with the provided software via email, live chat and phone. Regularly utilize PAIR procedures in order to isolate and investigate issues, and either direct said issue to the programming and development team for resolution, or self-resolve and provide clients with the necessary information to conclude their queries. As the customer service manager, it is also my job to maintain orderly ticketing systems using the Zoho CRM suite I implemented, respond to UI enhancement requests, improvement suggestions, and client complaints. My role with this company also involves spearheading project management tasks, social media marketing and search engine optimization, creating our Knowledge Base from the ground up with "how to" and troubleshooting articles, client on-boarding, and email campaign strategy to assist with and complete company expansion goals.