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Free
Price per hour
min
Call duration
Soon.
Next Available day
English
New York, United States of America
Joined August, 2024
0.0
Free
Price per session
30 min
I'm a solution-oriented CX leader who builds teams and support orgs with empathy at the core. I thrive in highly collaborative, cross-functional teams and strive to provide impactful support aligned with business needs. Coaching toward professional and personal growth in CX roles has been an important cornerstone of my career, especially in relation to communicating with other teams and de-escalating tough conversations with customers. I want to continue to do this work whether I'm working full time or as a consultant!
As the Head of Community Support at Clubhouse, I led a comprehensive support strategy overhaul, reducing costs and response times while scaling an effective distributed CX team. This transformative approach resulted in an 80% reduction in support inbounds, showcasing a commitment to operational excellence and a deep understanding of customer needs.
As the Head of Customer Support at Helix Sleep, I lead a distributed team at the beginning of the pandemic, driving operational excellence, optimizing customer support processes, and leveraging data-driven insights to inform strategic decision-making on sales, marketing, and product operations for 3 brands. I led a complex system migrations (Gladly to Zendesk), implemented innovative customer communication strategies, and fostered a culture of continuous improvement. As always, I worked to build strong cross-functional partnerships and champion diversity, equity, and inclusion initiatives as the co-chair of the DEI committee.
As Head of Support at Hungryroot, I worked to drive operational excellence and enhance customer satisfaction. We leveraged innovative solutions, such as AI-powered self-service tools, to significantly reduce support volume and improve efficiency. I also focused on building and developing a high-performing customer support team, while effectively managing team performance through data-driven metrics and coaching. I worked to collaborate cross-functionally to identify and implement process improvements for product operations, food selection and digital updates, resulting in an enhanced customer experience.
As a Senior User Support Manager, I built and managed a high-performing remote team. We successfully optimized support operations through process improvement and technology implementation, analyzing customer data to identify trends and inform product development.
I've built and managed four remote teams over the last 10+ years. These teams have ranged from full time and part time company employees, as well as near shore and off shore teams across the world.
I've been building high-impact support teams for 10+ years! I have a very specific recruiting process I follow to do my best to find folks who are passionate and opinionated about helping, and love to learn and grow. I've built both in person and remote teams, full time, offshore, and everything in between!
Managing a team is hard, and you're never going to stop learning how to do it better. I've been a people leader for almost 15 years, and like to think of myself as a servant leader. I focus on 360 feedback, coaching, and self-directed learning.
I began my management career at tech start ups as a training and onboarding manager. I love creating and maintaining documentation that allows any team to learn quickly, whether they're new to the company, or are learning knew product information.
Building a strong support culture, philosophy and operation is my bread and butter. I've been doing this for 15 years, and currently help small growth stage start ups build from scratch.
A Voice of the Customer program collects, analyzes, and acts on customer feedback throughout your organization. It's a way to listen to your customers, understand their needs and experiences, and use that information to enhance your products, services, and customer experience. I can help identify the data you already have to use for such a program and find places to collect the information you may not have yet, then organize it into a report to share at your preferred cadence.
I worked in DTC eComm for about a decade, across multiple product categories. From (digital and paper) stationary, online groceries, and mattresses, I have a variety of ecomm problem solving experience.
I spent 2+ years working for a fledgling social media company, learning the ins and outs of supporting an incredibly varied global community. I increased CSAT by 20% in 6 months, reduced support costs by $100k, and improved efficiency and quality while reducing headcount.
I built the support org and culture at Hungryroot, an online grocery delivery service focused on customizing grocery preferences based on customer input. I helped the team learn to manage customer expectations, build easier to use tools, and manage offerings based on customer feedback.
I've been the Zendesk admin for my teams for 10+ years. I have experience building Zendesk instances from scratch, migrating from another platform, and restructuring poorly functioning systems.
I have experience setting up HelpScout instances from scratch and managing, or cleaning up already existing instances. I've helped implement Beacon and AI tools to improve efficiency and self-serve.
I've used Guru as a primary internal knowledge resource for multiple teams, reducing context switching for agents in Zendesk, and improving knowledge learning as products change.
Lessonly is an excellent tool for group and self lead onboarding and knowledge management. I've built multiple training programs for support teams and companies to learn products when they onboard, and when there's new product information to distribute.
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