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 efforts to gather and analyze customer feedback, leading to improved product offerings and service quality. Additionally, I collaborated on packaging redesigns, reducing damage and enhancing product presentation, all while maintaining high customer satisfaction and driving repeat business.•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 product team.• 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%.• Presented at Elevate CX on the topic of Single Source of Truth (SSOT): Delivered a keynote presentation, sharing insights and practical strategies on how implementing SSOT can streamline workflows, enhance team communication, and ensure consistent, accurate information across organizations, positioning myself as a thought leader in customer experience and operational efficiency.•Led the development of the TextExpander Learning Center using WordPress, maintaining a comprehensive repository of 100+ articles, and enhancing customer self-service.

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.• Assisted customers with seamless integration of Alchemer surveys into WordPress sites, providing step-by-step guidance and troubleshooting support, which resulted in enhanced survey participation rates and improved data collection efficiency for clients.

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