Sandra Maxwell Email & Phone Number

Abbott Park, Illinois, Us

Mountain View, Ca, Us

Oversee Customer Satisfaction (CSAT), Executive Escalations (EE) Program, Voice of SupportExperience (VOSX) Workshop, and Customer Experience Research and MappingLeadership role in Customer Satisfaction (CSAT) improvements and alignment across productsResponsible for developing and delivering monthly/ quarterly metric health and business impact across multiple forums, for multiple audiencesOversee Executive Escalations Program, specific to product area, ensuring customer issues are handled with white glove care, resolved quickly, and issue root cause is tracked to prevent similar escalations at scaleIdentify process improvements and host workshops to highlight opportunities and recommend enhancements to the customer experienceSpearhead continuous improvement initiative that streamline customer experience and create seamless, sustainable, and scalable support journey's for both customers and agents

Mountain View, Ca, Us

Managed the high touch escalation program for Fitbit. Overseeing the most complex customer issues and escalations including but not limited to; Technical, Executive, Safety, Legal, Compliance and Fraud escalations Transitioned T3 escalations team from a in-house full-time employee team to vendor program to eliminate co-employment risk, globally scale escalations program, and reduce operational cost

San Francisco, California, Us

Overseeing the day-to-day operations of the team. This includes ensuring that all team members are meeting their goals and that customer service levels are being metDeveloping and implementing processes and procedures. This includes developing training materials, creating standard operating procedures, and implementing new technologiesMonitoring and analyzing team performance. This includes tracking key metrics such as first call resolution rate, average handle time, and customer satisfactionIdentifying and resolving problems. This includes troubleshooting technical issues and resolving customer complaintsRecruiting, training, and developing team members. This includes identifying and hiring qualified candidates, providing ongoing training, and helping team members develop their skillsBudgeting and forecasting. This includes developing and managing the team's budget and forecasting future needsReporting to management. This includes providing regular reports on the team's performance and metricsCollaborating with other departments. This includes working with other departments such as marketing, sales, and product development to ensure that the customer support team is meeting their needs

San Francisco, California, Us

-Manage, coach, and develop a high-performing team of between 9- 12 agents.-Responsible for tracking team’s overall performance against specific T3 metrics and KPIs.-Analyze data, trends, and operational support metrics to help develop strategic plans and maintain SLA’s within the T3 team. -Hire, train, and mentor team members and Co-Supervisors.-Approve staff time-sheets and time-off requests.-Advise agents with handling high level escalations from team members, legal, and executives. -Plan and organize team morale building events.-Execute key initiatives in CS. -Recommend and help implement process improvement strategies across the CS organization.

San Francisco, California, Us

• Work with customers to provide technical troubleshooting via email and phone support• Assist customers with pre-sale and post-sale order inquiries in the US and Australia • Responsible for responding to escalated customers via phone support and email• Identify re-occurring issues and provide failure reproduction to assist with bug tracking• Travel to International partner sites to help train new procedure• Work on the team that supports customers who reach out directly to the Fitbit Executive Team

-Increased Spa sales by over 25%-Responsible for hiring and termination of all Massage Therapists-Responsible for scheduling and payroll for the Massage Department-Develop new marketing strategies -Bring positivity and leadership to my team of employees-Provide between 15-25 massages per week

-Perform customized therapeutic and relaxing massage sessions-Acquired satisfied return clients-Provide between 10-15 massages per week