Stacy Austin Email and Phone Number

Morningstar, Inc. is an American financial services firm headquartered in Chicago, Illinois. It provides an array of investment research and investment management services, as well as various software and data platforms for investment professionals. I help clients with Direct, a global investment analysis platform that helps asset and wealth managers build their assets and manage their portfolios by supporting market research, product creation, position, marketing, and distribution strategies.

· Spearheaded and managed a fully remote and highly collaborative Sales and Success team by hiring, training, and overseeing operations. This resulted in growing the team from 7 to 14 professionals to be able to carry out the highest level of customer service for our clients.· Developed employee manual resulting in business procedures, office policies, and systems resulting in a 70% of growth for the company in 6 years.· Overhauled and streamlined Support strategies that raised monthly average NPS of 32 (February 2021) to 70 (February 2022).· Implemented customer retention strategies to improve 40% for returning customers.

· Created customer-facing support documentation as well as incorporated new functionality internal best practices.· Connected with our highest tier customers, helping them to use our event scheduling software by providing technical support and customer service . Most customer satisfaction (CSAT) responses received with highest scores (95% average) on our team.· Solo customer de-escalation representative for our team. · Strengthened the sales and service culture through coaching and guidance, increasing CSAT by 15%.

· Advised over 50 Undergraduate and Graduate Communication students to graduation.· Instructed undergraduate courses in Public Speaking and Communication theory.· Aided and collaborated in 3 published academic journals of quantitative Health Communication research.

· Delegated public relations initiatives to improve membership and involvement among alumni by 10%. · Launched social media campaign utilizing Facebook, Instagram, and Twitter for prospective students.· Maintained department graphic design, copywriting, and social media management, reducing cost by 15% compared to previous year's.

· Collaborated within a team of three customer representatives which handled the most difficult medical claims within Oregon (e.g. high liability, massive injury claims).· Negotiated directly with families and attorneys, while customer service and claims accuracy remaining top priorities.