As Manager of Customer Experience & Support at both Advosy and Select Adjusters, I serve as the backbone for all managers, directors, and department heads. They rely on me to ensure smooth day-to-day operations, push communication, and maintain high standards across every level of our organization. I lead the communication between ownership and mid-level management, making sure projects are completed, quality is upheld, and our commitment to excellence is exceeded.My priority is to deliver exceptional service in every interaction. I oversee daily operations and strategize to enhance the customer journey, focusing on personalized support tailored to individual needs. Through continuous training, our team is equipped with the skills and empathy needed to meet diverse customer needs. Whether it's legal matters with Advosy or insurance claims with Select Adjusters, we provide peace of mind every step of the way.If you’re looking for partners dedicated to making your experience seamless and stress-free, I invite you to reach out. Here's how we make it happen:🔹 Lead project management initiatives to ensure timely and successful completion of customer support projects🔹 Spearhead cross-departmental collaboration to optimize communication and problem-solving for our customers🔹 Implement data-driven approaches, analyzing feedback and metrics to enhance support services🔹 Serve as a liaison between customers and management, ensuring customer needs align with company objectives🔹 Continuously improve support services by staying ahead of industry trends and best practices🔹 Develop and implement training programs for new team members to uphold our high standards and values🔹 Monitor and assess key performance indicators to drive operational efficiency and improve customer satisfaction🔹 Act as a point of escalation for complex issues, ensuring swift resolution and maintaining high customer satisfaction

Enhancing Customer Experience Strategy:• Developed and implemented strategies to enhance the overall customer experience across all touchpoints and channels, fostering customer loyalty and advocacy.Team Leadership and Development:• Led a team of customer experience professionals, providing clear expectations, coaching, mentoring, and instilling a customer-centric culture.Cross-Functional Collaboration:• Collaborated with marketing, sales, product, and operations teams to identify and prioritize customer experience initiatives and opportunities.Data-Driven Insights:• Analyzed customer data and feedback to identify trends, gain insights, and pinpoint areas for improvement. Utilized this data to inform customer experience strategies and tactics.Metrics and Reporting:• Developed and implemented processes to measure, monitor, and report on customer experience metrics such as Net Promoter Score, customer satisfaction, and customer effort.Technology Integration:• Identified and implemented tools and technologies that enhance the delivery of exceptional customer experiences.Voice of the Customer Advocacy:• Championed the voice of the customer throughout the organization, ensuring that customer feedback informs decisions and drives continuous improvement.Skills:SOP DevelopmentCross-Functional Team LeadershipSoftware as a Service (SaaS)White Glove ServiceAccount ManagementCustomer Experience Focus

• Led and nurtured relationships with 300+ partner locations, prioritizing ongoing client satisfaction and success.• Streamlined sales pipelines and processes for maximum efficiency, ensuring smooth transitions from lead to conversion.• Developed and implemented a client-centric success strategy aligned with company goals, focusing on tangible business outcomes.• Cultivated a high-performing client success team, offering clear guidance, coaching, and mentorship to create a culture centered around client satisfaction.• Established, monitored, and reported on key client success metrics, including satisfaction, retention, upselling, cross-selling, and customer lifetime value.• Collaborated across departments (sales, marketing, product) to identify and act on client success opportunities and initiatives.• Designed and implemented effective onboarding and training programs that drive client adoption and long-term success.• Proactively engaged clients to assess their needs, identify areas for improvement, and ensure they're deriving value from our offerings.• Demonstrated expertise in our products and services, serving as a go-to resource for functionality and use case knowledge.• Implemented cutting-edge tools and technologies to enhance the client experience and support exceptional service delivery.• Advocated for clients internally, ensuring their needs and feedback guide decision-making processes and product development efforts.Skills:Client Relationship ManagementNew Business DevelopmentProcess OptimizationCross-Functional LeadershipSaaS ProficiencyCustomer RetentionCustomer OnboardingProject ManagementMicrosoft Office Suite

Collaboration with Leadership: Worked closely with the CEO and Director at Pendulum to design and implement bespoke customer experiences, emphasizing a white-glove approach.Customer Engagement: Directly engaged with customers through various channels, including Email, Zendesk, Chat, and phone support. Delivered personalized consultations and oversaw meticulous account management.Process Optimization: Played a pivotal role in streamlining processes during the nascent stages of our Customer Experience initiative, enhancing efficiency and prioritizing a healthcare-focused customer journey.Proactive Customer Retention: Proactively reached out to recently canceled customers, demonstrating a keen understanding of their concerns and offering tailored solutions to retain their partnership.Team Leadership and Training: Led comprehensive training sessions for new hires, facilitating seamless onboarding and exemplifying team success.Inter-Departmental Communication: Managed inter-departmental communication, fostering transparency and smooth implementation of changes within the team.Customer Satisfaction Excellence: Achieved and maintained a stellar CSAT score above 90 percent and sustained a first-reply time of 10 hours or less, even when operating as the sole team member initially.Partnership Management in Healthcare: Transitioned into the role of Partnership Manager, collaborating directly with Healthcare Practitioners. Provided specialized support for their reselling efforts of our probiotics, offering strategic guidance in education and onboarding.Account Management: Effectively managed over 30 different healthcare accounts.Skills:White-Glove Customer ExperienceCustomer Journey OptimizationHealthcare Industry ExpertiseAccount ManagementCustomer Retention StrategiesProbiotic Reselling SupportIndustry-Specific TrainingEfficient OnboardingInter-Departmental CommunicationCreating EfficienciesLeading TrainingOnboarding New Hires

Evangelist and Agency Partner Support:Proactively reached out to and supported Evangelist and Agency partners, ensuring successful utilization and reselling of POWr.Relationship Building:Established relationships with partners' customer support and sales teams. Conducted on-site demos, created documentation, and facilitated Business Development efforts to secure listings on partners' Help Centers and landing pages.Cross-Functional Collaboration:Worked closely with Business Development, Customer Support, and Product Marketing teams to identify opportunities for growth and improvement based on partner feedback.VIP POWr Customer Identification:Identified VIP POWr customers with Business-level subscriptions.Direct Sales Channel Establishment:Collaborated with the Customer Support team to establish a direct sales channel. Conducted experiments with pre-sales support, chat support, onboarding calls, etc., specifically tailored for potential VIP customers.

Project Management | Team Management | Creating Efficiencies | My role with POWr is to work with and maintain positive relationships with our VIP customers. I am also responsible for handling tickets and escalations that come through our ticketing queue. I work with customers to resolve issues ranging from basic tech problems all the way through advanced billing issues. The vast majority of my interactions have been handled through tickets via Zendesk. I have become an expert with leveraging tools within Zendesk to better help the needs of my customers. I also work on projects that are geared towards new customer acquisition. I set up demos for potential partners and maintain an existing relationship with high value customers to ensure they will be with us for a long time. I also respond to and manage Social media engagement, making sure our customers know how to contact us and get help. I often find solutions for our customers right away and guide them in the right direction. I manage products that test initiatives to retain customers who have canceled and find ways to engage them more, incentivizing them to come back. Part of this initiative is to contact all new customers that have just signed up to offer an onboarding call. This often turns into a consult that allows me to know the customer's needs better and find solutions for their problems. The goal is to maintain the long-term relationship and ensure their success. A large part of my current role is to make sure we have the most up-to-date resources for our support team regarding customer interactions and how to properly assist with any plugin issues that may arise. I help train our support team to be more consistent with handling customer issues and how to make sure the customer feels not only heard but respected and appreciated. I work closely with leadership to ensure continuity between our support team and the current customer experience level we strive to achieve as a leader in website plugins.

Inbound Technical Support and Sales Excellence:Specialized in managing predominantly inbound phone calls related to technical issues. Guided customers through technical challenges, establishing trust through consultative interactions.Sales and Upgrade Success:Successfully concluded most calls with a sale or an upgrade that benefited the customer, contributing to consistent performance as the #1 sales performer in the entire department throughout the tenure at Endurance.Training and Development Leadership:Assumed the responsibility of training new hires on the team, focusing on best practices and navigating the entire sales process. Worked directly with management to create comprehensive training materials for representatives across inbound sales, outbound sales, and technical support teams.Top Performer and Trainer:Maintained a consistent position as a top performer, demonstrating the ability to effectively train others to achieve their best performance. Played a pivotal role in enhancing the team's success and fostering a culture of excellence.

Team Management and Sales Leadership:Managed 17 Team Leads and 88 Agents, consistently driving sales over 130% of quota for 15 consecutive months.Inbound Technical Support:Specialized in handling primarily inbound phone calls related to technical issues. Guided customers through technical challenges, building trust through consultative interactions.Sales and Upgrade Success:Successfully converted most calls into sales or upgrades beneficial to the customer. Maintained the position of #1 in the entire department for sales performance throughout the tenure at Endurance.Training and Development:Took on the responsibility of training new hires on the team, emphasizing best practices and navigating the entire sales process. Collaborated with management to create comprehensive training materials for representatives across inbound sales, outbound sales, and technical support teams.Top Performer and Trainer:Consistently ranked as a top performer, showcasing the ability to effectively train others to achieve their best performance. Played a pivotal role in shaping the team's success and fostering a culture of excellence.

Billing Escalation Management:Managed both inbound and outbound escalation calls specifically related to "Billing" matters within client accounts. As the on-site manager during off-hours, I played a crucial role in handling escalated issues.VIP Customer Handling and Solutions:Specialized in addressing VIP customer issues and crafting tailored solutions to meet their specific needs.Revenue Retention Impact:Retained over $3,000,000 within a three-year period by effectively addressing potential lost sales from cancellations, showcasing a proactive approach to revenue retention.Customer Retention and Sales Excellence:Thrived in a role heavily reliant on customer retention and strong sales acumen. Consistently ranked as a top performer in the department, demonstrating the ability to retain customers while excelling in sales performance.