My focus lies in improving
customer/agent retention and
gathering feedback and metrics
for quality UX. Experienced in
hiring, managing, training, ticket
reduction and CRM manage-
ment; with the ultimate goal to
achieve confidence from the
company and customers I work
for. I'm proficient in localizing
support communications,
building efficient infrastructures
surrounding the lifecycle for
users, and escalation
management.
• 70% ticket reduction via CRM optimization and help center improvements
• Assimilated 5 new brands into the support department i.e. combining all support
communications into one CRM instance, activating chatbots, and maximizing all tools in
the help center
• Partnering with developers to provide quality UX
• Provide leadership with detailed KPIs to measure scalability e.g. CSAT
• Created a fraud prevention department, building intricate processes surrounding
fraudulent behaviors and risk onlineMore...