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.