Years of experience: 16

ITData Entry SpecialistData EntryCustomer Care SpecialistLive ChatChat Support

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Talia's Career Path
Senior Manager, Product Experience and SupportOct. 2024 -
Mar. 2025
Sounding BoardSenior Manager, Product Experience and Support
I expanded and managed the Voice of the Customer program, integrating product analytics to understand users' digital experience; achieved an industry-competitive NPS of 56 with a 14% response rate within the first year. I leveraged VoC insights to identify underperforming customer segments, prioritizing targeted product development initiatives that addressed key friction points and improved r...
Senior Manager, Customer Experience OperationsJan. 2024 -
Mar. 2025
Sounding Board, Inc.Senior Manager, Customer Experience Operations
I oversaw the operations of Customer Experience (CX), ensuring seamless alignment between tactical implementation and strategic CX frameworks, with a strong emphasis on effective change management practices. My role involved spearheading various initiatives, notably the establishment and management of a Voice of the Customer program. Additionally, I crafted and implemented an intuitive self-s...
Senior Manager, Customer SupportAug. 2022 -
Dec. 2023
Sounding Board, Inc.Senior Manager, Customer Support
Drove customer support at a start-up with under 100 employees; rolling out a CSat program, with the first year CSat landing at 95.5. I implemented Zendesk articles and Pendo product walkthroughs to enable scalable support through a robust self-service knowledge base. I built out and streamlined cross-functional processes to enhance operational efficiency for both internal and external-facing ...

Talia's Posts

  • About myself

    Demonstrated expertise in team leadership, technical support, and customer advocacy. Successfully launched a comprehensive Voice of the Customer program achieving a 56 NPS in its first year, integrating crucial feedback into product development.

  • Job Description

    Seeking a full-time director-level position with opportunities for impactful leadership. Open to engaging in small side projects to expand skills and contribute to innovative initiatives.

  • How to contact

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