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Work Background
Manager, Customer Support
JustworksManager, Customer Support
Sep. 2023 - Feb. 2025New York, New York, United States*Lead a team of 7 coordinators, implementing strategic initiatives to improve customer resolution times and satisfaction scores. *Collaborated with Product & Engineering teams to productize manual workflows, increasing efficiency and automating repetitive processes. *Partnered with Enablement and Benefits teams to develop comprehensive training programs, improving employee subject matter expertise and ensuring higher customer success rates. *Advised senior leadership using data analytics methodologies, leveraging insights to optimize service delivery and enhance the company knowledge base. *Manage cross-functional projects focused on customer engagement, process improvement, and automation, leading to higher retention and profitability. *Ensure compliance with SLAs by monitoring key metrics and proactively engaging stakeholders for timely issue resolution.
Tier 1
Discovery IncTier 1
Sep. 2022 - Sep. 2023
Customer Success Coordinator
JustworksCustomer Success Coordinator
Feb. 2022 - Aug. 2023New York, New York, United States*Managed a high-volume support queue (50+ daily inquiries) across health benefits, workers' compensation, and exemptions, maintaining a 94% customer satisfaction score. *Developed standardized workflows and training guides, increasing team efficiency by 90% and ensuring new hires were effectively onboarded. *Led initiatives to analyze customer feedback, escalating key insights to senior management and advocating for process improvements. *Project lead for client engagement initiatives, identifying gaps in efficiency and implementing strategies to improve profitability. *Co-designed a peer mentorship program focused on career development, communication skills, and cross-functional networking. *Ensured SLA adherence by monitoring key performance metrics, tracking response times, and implementing solutions for continuous improvement.
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