Easton Consulting TechnologiesTransformation Manager
Jul. 2023 - Feb. 2024Remote• Working as a cross-company asset amongst some of the largest names in the retail proprietary trading space namely The Funded Trader, Skilled Funded Traders, Fortunes Funding, Secure The Bag & Rocket21 Challenge. • Spearheaded the Support function's Transformation initiatives, focusing on the seamless integration of new product updates and launches across the company. This required thorough integration between Support, Marketing, Product, Risk & Technology teams. • Designed and implemented comprehensive training for Support Managers, enhancing their effectiveness in deploying scoped changes and ensuring continuity in customer support excellence.
• Acted as the primary liaison between Support and other departments, including Marketing and Product, to guarantee alignment and cohesion in company-wide initiatives.
• Developed and instituted a variety of critical processes from the ground up, notably introducing a framework for handling crypto refunds, setting a precedent for innovative support solutions.
• Authored extensive documentation to bolster company processes, including FAQ style guides and refund protocols, thereby standardizing practices and improving operational efficiency.
• Interfaced with Intercom, ensuring the tool's features were fully leveraged to enhance customer interaction and Support efficiency, contributing to a culture of continuous innovation.