Stephanie Bock Email & Phone Number

• Excel in the management and triaging of technical support tickets, ensuring critical issues are addressed promptly and effectively, and that service level agreements are consistently met or exceeded.• Contribute actively to the integration of Deliverr programs and solutions during the Shopify acquisition to new internal platform.• Oversee and analyze key performance metrics on a regular basis; this includes assessing response time, resolution time, CSAT, and ticket volume to identify trends and areas of improvement.• Partner effectively with engineering and product teams to ascertain stakeholders are aligned regarding merchant business needs.• Drive implementation and maintenance of a knowledge base within Guru; this necessitates ensuring technical information and best practices are documented, organized, and easily accessible by the company.• Generate and deliver monthly business reports and presentations to senior management and other stakeholders, providing insights and recommendations for optimization.• Responsible for reducing post-acquisition resolution time for all Shopify ticket types by 20%. • Introduce a range of customer support processes to enhance customer satisfaction.• Formulate and revise customer support policies and promote their implementation.• Inform the team of all new information related to products, procedures, and trends.• Supervise and evaluate the team's ongoing training efforts.

• Monitored the performance of a team of 12-20 support representatives; this entailed conducting regular 1-on-1s and annual impact reviews to foster professional growth and enhance team performance.• Delivered technical guidance and mentorship to support team performance, ensuring each worker was equipped with up-to-date product knowledge and troubleshooting skills.• Headed the successful implementation of a plan to increase team core metric performance by over 20%; this was achieved by providing hands-on training and decreasing knowledge gaps, leading to CSAT scores increasing from 70% to over 90%, and SLAs for in-target response from 50% to over 90% consistently.• Handled complex and escalated customer issues by conducting thorough investigations and collaborating with cross-functional teams, resulting in permanent resolutions for recurring problems.• Leveraged Intercom, Postman, Asana, Zendesk, and Sisense to troubleshoot problems daily, ensuring seamless support operations.• Fulfilled key role in training support staff on technical aspects, either as the primary trainer or by providing assistance to senior team members.

• Earned two promotions within the first year for exceeding goals and motivating peers.• Recognized technical trends and conferred with engineering team to offer improvements for product area.• Took an active role in initiatives to revamp the company help center, internal documentation (Guru), video creation, and SOPs for common ticket types.• Resolved complex integration related issues pertaining to order imports, inventory syncing, login/access, or any technical issue impeding the merchant’s ability to conduct business.• Facilitated the launch of Deliverr’s chat-based support platform, Intercom.• Recognized as top contributor in number of ticket resolutions and CSAT.

Connecticut, United States

• Tasked with guiding customers in onboarding their organization to M365 services, including SharePoint, Outlook, OneDrive, and Teams.• Offered vital support and performed troubleshooting on systems for various levels of clientele in person and via a ticketing system.• Demonstrated an ability to easily adapt to ever-changing environments, circumstances, and situations through customer engagements.• Displayed an ability to consistently resolve software and hardware-related issues in a timely manner while maintaining meticulous case notes.• Influenced impact by learning through others, self-educating, highlighting product and service offerings, and delivering the best solutions based on customer needs.

Mount Kisco, New York, United States

· Provided on-site computer repair services to private customers, local businesses, and schools· Collaborated with operations team to organize support process for undocumented projects· Successfully updated and maintained meticulous logs on all procedures being performed and ensured customers were given proper states updates along the way· Performed clean operating system re-installs, detected and removed malicious software, transferred user data, and properly configured device drivers

Phoenix, Arizona, United States

• Responded to escalated customer interactions so that every client had a positive experience • Developed innovative new concepts with Executive chef to drive sales (campaigns, promotions, and specialty menus)• Designed visual merchandising standards for the Café – created menu boards and product displays• Monitored and tracked sales growth within food and beverage outlets; analyzed performance of associates metrics and outcomes• Supervised, managed, trained, and led a team of exceptional individuals while cultivating professional growth and upward mobility• Established rapport and maintained effective partnerships with team members, vendors, and guests