HelloTech Inc.Director Of Customer Service
Oct. 2021 - Mar. 2025- Own HelloTech's customer service departments of roughly 100 employees (Sales / Order Support / Quality Assurance / Training)
- Build all Customer Service KPIs utilizing Fivetran, Snowflake, and Sigma Computing in DBT and SQL
- Ended hiring seasonal agents by building customer voice automations and channel switching to SMS and eliminated seasonal spend saving 25% of total spend during peak season.
- Create Component based teams to improve member churn, order conversions, and upsell KPIs
- Improve member retention rates from customer interactions by 80% through focused QA audits and team lead mentorship
- Own, administer, automate Customer Service Tools (Kustomer, Amazon Connect, AWS, Scorebuddy, Qualtrics - Delighted)
- Create transcription and summarization service to process 10,000+ phone calls / month. Built on AWS (S3, SQS, EC2) and OpenAI Whisper and Chat GPT at a cost of less than $3 / day
- Develop and create a Quality Assurance AI tool with agent phone transcripts to cross reference and evaluate agents KPIs and other areas of opportunities to generate more revenue. Built on AWS (Lambda, SNS, SQS, S3) with OpenAI 4o with fine-tuning.
- Improved tier 1 agent new hire retention and reduce hiring frequency by 600% (from every 2 weeks to every 6 months)
- Mentor a group of 6 team leads and managers to create and own support core customer service processes
- Manage 25,000+ tickets per month via all channels (chat, email, SMS, and voice) across 100+ employees
- Improve overall phone call answer rates from 75% to 98% by automating Amazon Connect IVR flows and implement proper routing while reducing regular overall Customer Service spend by an average of 28% a month