ablefyHead of Customer Support
Mar. 2023Berlin, Germany- Elevated CSAT scores from an average of 84% to an outstanding 97%.
- Successfully reduced SLA breaches to under 2%, compared to nearly 20% previously.
- Streamlined Time to First Reply from an average of 58 to a remarkable 13,2 calendar hours.
- Orchestrated the seamless transition from Zendesk to Salesforce and Aircall to Zoom.
- Implemented dashboards to enhance employee transparency.
- Introduced a bonus system, fostering motivation and improving performance metrics.
- Assumed control of the Helpcenter, restructuring help articles, achieving a Self-Service Rate of over 94%.
- Led the Migration Services Project, establishing teams, processes, and a quotation sheet.
- Expanded the Support Team from 5 to 22 members, including the selection and training of 3 Team Leads.
- Attained the highest Leadership Survey Scores across the entire company for three consecutive quarters (over 90%).
- Implemented a QA process for cases and calls to ensure consistently high-quality work from all team members.