Building a World-Class customer experience organization.

• Managed our team and provided tech support to our SaaS and inspection customers to ensure they had an quick and efficient experience with our platform and app.• Worked interdepartmentally to ensure our customer contracted SLA’s were met across our business.• Tracked all KPI’s and performance for customer experience.• Managed inspection data transfers and processes.• Implemented processes to enhance Zendesk as our Zendesk admin.• Recognized an opportunity and started collections for SkySpecs, creating a process in which I was able to collect 4.1 million in accrued revenue.

Built a customer support call center from the ground up, hiring and training team members and leaders to respond to customer needs. Supported a wide range of functions for a nutraceutical startup including operations, customer experience, and marketing. • Recruited, hired, and trained team members and team lead to manage call center operations for customer experience. • Spearheaded initiatives to improve customer experience KPIs, increasing NPS score and reducing average call time by 3 minutes, through team goals and individual coaching.• Assisted in doubling all-time sales of a new product from launch through customer research, targeted marketing, and cross-sell opportunities. • Built customer experience team well under budget by doing market research on costs, people, and tools needed, presenting the budget to the CEO, and then negotiating reduced rates for product solutions. • Supported operations.• Made and executed a budget and plan for all customer experience tools, technology and hiring.• Developed areas of employee handbook, wrote HR processes to hold individuals accountable to attendance and a code of conduct in order to limit legal risk to for the company.

Helped users create user generated content (UGC), getting customers to post product testimonial videos to social media. Requested videos and incentivized users where necessary to increase product outreach.• Developed email marketing plan, managing messaging, copy, photography, and promotional goals. Increased open rate to 21% and click through rate by 70% by analyzing email data, AB testing, and optimizing design.

Assisted Fat Cats in evaluating tools, technology, workforce and customer service needs to help build their brand across the western United States.

Managed business operations support to the top 1% of buyers and sellers on eBay. • Facilitated millions of dollars of growth in sales for customers by supporting small business owners in developing product strategy, messaging, and web optimization.Managed and coached teams to meet KPIs and developed creative ways to help them achieve their goals.

Supported the top 1% of eBay sellers, ensuring they had a positive customer experience across the eBay platform.• Supported sellers in increasing sales through targeted outreach, SEO optimization, product management, and demonstrating the value of the eBay platform to clients.

Ensured all product posted by sellers met with eBay’s standards.Developed processes and worked to proactively identify changing fraud trends on eBay.

Worked to bring customers to Diamond Wireless, manage commissions, manage inventory and help resolve all customer experience issues with my store. Developed, trained and coached salesman to exceed their personal sales goals.

Coordinated events for BYU Idaho, including set up and operation of equipment to fulfill University needs.Ensured that all equipment was set up properly for events.