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Work Background
Professional Helpers, LLCFounder
Nov. 2023New York City Metropolitan Area · RemoteAs the founder of Professional Helpers, I'm passionate about helping early-stage companies build winning customer experiences. I can act as your fractional Chief Experience Officer (CXO), providing the strategic guidance and support you need to: - Boost efficiency & satisfaction: I'll help streamline processes, identify pain points, and implement data-driven solutions to enhance customer journeys.
- Embrace automation: I can help you leverage the power of automation tools and chatbots to deliver consistent, personalized support, freeing up your team to focus on high-value interactions.
ClubhouseHead Of Community Support
Nov. 2021 - Feb. 2024New York, New York, United States · Remote- Reduced support BPO cost by over $100k/mon by transitioning vendors, increasing efficiency and accuracy with process and technology improvements, and overall reducing response time.
- Reduced Support backlog from 2k emails to 60 by implementing prioritization buckets and subject matter experts.
- Reduced support inbounds by 80% by implementing LLM chatbot & AI/ML deflection tools.
- Managing support BPO strategy, scaling, and budget.
- Strategizing the scaling and career development of a distributed CX team.
- Directly managing and coaching managers, team leads, and subject matter experts.
- Writing and maintaining FAQs and product knowledge resources for the team and users, including a quarterly rotating ongoing training program.
- Maintaining support tools (Zendesk [Support, Explore, Guide, etc], Loom, Zoom Virtual Agent, fka Solvvy).
- Tracking CX KPIs to forecast headcount needs, maintain quality, and inform coaching.
- Prioritizing user feedback and feature requests to improve digital products.
- Created a cross-departmental voice of the user program and collaborated on user research projects.
Gregarious, Inc.Head of Community Experiences
Jun. 2021 - Oct. 2021New York City Metropolitan Area
Helix SleepDirector of Customer Experience
Feb. 2020 - Jun. 2021New York City Metropolitan Area- Strategized the scaling and career development of a distributed CX team.
- Directly managed and coached managers, senior team members, and BPO agents.
- Managed the migration from Gladly to Zendesk with no downtime in customer communication.
- Tracked CX KPIs across three brands to forecast headcount needs, maintain quality, and inform coaching.
- Prioritized customer feedback for improvements to physical & digital products.
- Created a cross-departmental voice of the customer program.
- Increased support team efficiency with process and technology updates, reducing response time by 24 hrs.
- Reintroduced chat while decreasing overall email backlog.
- Introduced new transactional and proactive emails, improving communication to customers about purchase and shipping.
- Wrote and maintained FAQs and knowledge resources for team and customer use across three brands.
- Maintaining support tools (Zendesk, StellaConnect, Guru).
- Chair of the Diversity, Equity & Inclusion committee.
HungryrootHead Of Customer Experience
Aug. 2017 - Feb. 2020Greater New York City Area- Implemented an LLM self-service improvement tool that reduced ticket inbounds by 50%.
- Recruited, managed, and developed managers, team leads, and on-site and remote agents.
- Tracked CS KPIs to forecast headcount needs, maintain quality, and inform coaching.
- Reported customer issues to food operations, and suggested improvements for better shipping experiences.
- Created a cross-departmental voice of the customer program.
- Improved support team efficiency by introducing consistent processes, subject matter experts, and new tools.
- Wrote and maintained FAQs and knowledge resources for team and customer use.
- Maintaining support tools (Zendesk, Solvvy, MaestroQA, StellaConnect).
Paperless PostUser Support Manager
Sep. 2013 - May. 2017Greater New York City Area- Recruited, trained, and managed a 10-12 agent remote team.
- Increased support team efficiency with process and technology.
- Analyzed support metrics for business insights and product proposals.
- Maintained FAQs and resources for internal and customer use.
- Coordinated issues with QA, product managers, and engineers.
- Resolved customer issues via phone, email, and chat.
UnpaktOperations Support Specialist
Jul. 2013 - Sep. 2013New York, New York- Resolved customer and mover issues via phone, chat and email.
- Confirmed scheduled appointments with customers & movers.
- Troubleshot and escalated issues to engineers.
- Wrote FAQs for internal and customer use.
- Mover account management.
AereoCustomer Support Specialist
Feb. 2012 - Jun. 2013Greater New York City Area- Resolved customer issues over email, chat and phone.
- Troubleshot and communicated issues with QA and engineers.
- Wrote and maintained internal and customer FAQs.
- Collected customer service metrics for business analysis.
- Provided live demonstrations of the platform at public events.
The Mind GymProduct Operations Coordinator
Sep. 2011 - Dec. 2011New York, New York- Coordinated facilitator materials for learning and development sessions.
- Organized and tracked client feedback via Excel, Survey Monkey, and internal website.
- Managed office supplies and equipment, and incoming and outgoing shipments.
- Booked transportation and submitted expense reports for executives.
- Proofread and edited British English and idioms to American English and idioms.
University of Wisconsin MilwaukeeLead Operations Support Assistant
Dec. 2007 - May. 2011Greater Milwaukee Area- Interviewed, hired, trained, and managed student staff.
- Scheduled student staff shifts, lead staff meetings and professional development sessions.
- Drafted and maintained technical documentation, handbooks, wikis, and FAQs for employee use.
- Answered a high volume of calls and emails regarding university or IT related questions.
- Monitored university network and email servers, and technical and environmental equipment.
- Escalated bugs and user issues according to escalation process.
- Greeted visitors and callers and checked IDs as first point of contact. - Worked unsupervised, first, second and third shifts and kept detailed shift reports.
- Sorted and distributed incoming and outgoing mail.
- Performed data entry via PeopleSoft and Oracle Tidal.
University of Wisconsin MilwaukeeSwitchboard Operator
Mar. 2004 - Jan. 2005Greater Milwaukee Area- Answered a high volume of calls, fielding various university related questions.
- Collected all necessary information for the proper and efficient resolution to the caller’s inquiry.
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