Vince Crighton Email & Phone Number

Lynnwood, WA, US

Seattle, Washington, United States

Lynnwood, Washington, United States

• As a Customer Service Consultant at Moonlight Bakery, I enhanced the customer experience by managing inquiries, resolving issues, and implementing a Stripe payment system that streamlined transactions. I spearheaded.
• Developed and implemented a customer feedback system to gather insights on product quality and service, leading to an improvement in customer satisfaction scores.
• Analyzed feedback data to identify trends and areas for improvement, collaborating with the head baker to refine product offerings and enhance the overall customer experience.

• Providing best-in-class support by training an incredibly compassionate support team. Created support workflows, training resources, and on-boarding tools. Providing the pulse of our customers to our engineers and.
• Directed Tier 1 and Tier 2 support teams, achieving a 30% increase in customer satisfaction by reducing first response time to 4 hours and resolution time to 1 day.
• Tracked all support cases and analyzed reported issues; identified preventable issues, and updated existing processes for better customer experience.
• Handled customer escalations and created JIRA reports as and when required, enabling more accurate tracking of progress and identification.
• Implemented advanced automation and triage systems, resulting in a 50% gain in efficiency and optimized service delivery.
• Collaborated closely with cross-functional teams to resolve complex technical issues, improving support ticket resolution times by 40%.

Seattle, Washington, United States

• Managed, trained, and supported a fully remote EU Support Team. Ensuring KPI goals are met while enriching each member's support careers.
• Led team of 5 support heroes to provide positive customer experience and faster resolutions, with an average of 54 customer interactions per week, an average response time of 5 minutes and a 95% satisfaction rate.
• Developed and implemented processes to increase technical support efficiency through the use of customer feedback, service level agreements, ticketing systems, and IT best practices.
• Achieved a 95% first-contact resolution rate through expert troubleshooting and communication skills.
• Developed and implemented a proactive follow-up system that increased customer retention by 30%.
• Conducted in-depth client walkthroughs and consultations, leading to a 25% increase in upselling opportunities.

Seattle, Washington, United States

Provided front-line support for customers in a highly customizable SaaS experience where challenges required quick learning and creative solutions.

Murrieta, CA

Murrieta, CA

Sacramento, California Area