Stacy White, M.Ed, Pmp Email & Phone Number

Kirkland, Wa, Us

Conversational marketing strategy, implementation & execution across all marketing web properties.- Collaborate with cross-functional teams in marketing, sales, support, and engineering/ops to conceptualize, implement, and optimize a new chat platform across multiple products and sites.- Manage conversational marketing updates and configuration of chatbots, including tuning AI generated responses, enabling live chat and driving campaigns across a 10+ products. - Establish key performance indicators and metrics to track platform success, providing regular performance reports and insights for improvement.- Act as a liaison between internal teams and external vendors, fostering collaboration to deliver a unified best-in-class chat experience and drive conversion.

- Lead as the Program Manager for Support Chatbots, partnering with product subject matter experts to maintain and enhance chatbot functionality.- Collaborated with cross-functional teams to define a unified business strategy and requirements for the next generation of conversational platforms, ensuring alignment with organizational goals and objectives.- Utilized qualitative and quantitative data analysis and customer feedback to continuously improve chatbot performance and user satisfaction.- Provided actionable insights and recommendations to stakeholders based on chatbot usage data and customer interactions.

- Led the creation and ongoing maintenance of 8 support chatbots across key LogMeIn products and support sites, including LastPass, GoToMeeting, GoToWebinar, GoToConnect, Grasshopper, Pro, Central and GoToMyPC.- Created support strategy, guiding principles, and best practices for support chatbots across LogMeIn's product portfolio.- Achieved an average resolution rate of 70% across all support chatbots, significantly enhancing customer satisfaction and reducing support contact volume. - Collaborated closely with cross-functional teams to ensure seamless integration of chatbots into existing support workflows and systems.- Implemented continuous improvement initiatives to optimize chatbot performance and enhance user experience based on feedback and data analysis.- Acted as a subject matter expert on support chatbots, providing guidance and training to internal teams and stakeholders.

- Drove the rollout of a Knowledge Centered Support (KCS) program across Global Customer Support teams, collaborating cross-functionally to implement best practices and enhance problem-solving processes.- Led the initiative to update the Salesforce case format to facilitate knowledge creation and validation throughout the support workflow.- Developed and delivered training sessions on the KCS methodology and processes to ensure widespread adoption and proficiency among support teams.- Managed the knowledge base system and oversaw the publishing of content to product support sites, ensuring accuracy and relevance for end-users.- Played a pivotal role in optimizing support site content and "contact us" layouts to improve user experience and reduce support ticket volume by 25%

Santa Barbara, California Area

- Provided exceptional technical and billing support for a range of web-based remote access and collaboration software including GoToMyPC, GoToAssist, and GoToMeeting via phone, chat, and email channels.- Exceeded department metrics consistently, demonstrating a strong commitment to customer satisfaction and problem resolution.- Played a key role in the onboarding process for new hires, providing training and support to ensure they were equipped with the necessary skills and knowledge to excel in their roles.

Santa Barbara, California, United States

- Provided personalized support and on-the-job coaching to individuals with disabilities and mental health diagnoses at various businesses across the community.- Collaborated with clients to identify their goals and develop individualized plans to support their independence and personal growth.- Facilitated job skill training sessions to equip participants with the necessary tools and techniques to succeed in the workplace- Created and implemented a computer course curriculum tailored to the needs of participants, covering essential skills such as basic computer literacy, software applications, and internet navigation.

Irvine, California

- Conducted comprehensive instruction and hands-on training for new drivers in weekend programs.- Led groups of students through practical exercises focusing on crash avoidance, skid recovery, braking and handling techniques, and understanding vehicle dynamics and limitations.- Fostered a supportive and encouraging learning environment, helping students overcome challenges and build competence behind the wheel.

Santa Barbara, California, United States

- Managed the tennis shop operations, including court reservations, visitor greetings, telephone inquiries, and merchandise sales.- Provided exceptional customer service to club members and guests, ensuring a positive and memorable experience.- Coached elementary school students in tennis clinics, fostering skill development and a love for the sport.

Santa Barbara, California, United States

- Facilitated instruction in English courses, providing support to undergraduate students in reading comprehension, grammar, and writing skills.- Graded papers, assignments, and exams promptly and provided constructive feedback to students to aid in their academic growth.- Conducted regular office hours to assist students with course materials, assignments, and any challenges they encountered.

Bachelor'S Degree, Sociology

Master’S Degree, Adult Education And Training

Associate'S Degree, Liberal Arts And Sciences/Liberal Studies