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Work Background
JustworksManager, Customer Support
Sep. 2023 - Mar. 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.
Discovery IncTier 1
Sep. 2022 - Sep. 2023
JustworksCustomer Success Coordinator
Mar. 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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