Neal Travis

Growth Support is a platform that provides resources and information to Support Professionals to develop in their careers. My mission is to inspire, inform, and help Support Professionals to take control of their career by being a trusted partner. I help Support Professionals understand what’s possible and have the tools required to make informed decisions that impact their teams, company, customers and opportunities for growth.

I joined AIHR when we were 8 people in 2019, and we are now just over 100. During that time, I've supported customer operations, inbound B2C Sales teams, community, and our Customer Experience Strategy. At the Academy to Innovate HR (AIHR), we offer world-class, online training programs to future-proof HR. AIHR empowers HR professionals worldwide to unlock their full potential, become better at their day-to-day work, and revolutionize HR practices. We strive to equip HR professionals with the capabilities to impact and improve the employee experience of millions of workers at thousands of organizations.

Rolled out Incident Response practices from the ground up - from running them solo to developing a cross-functional response.

Developing a strong customer-centric Culture comes from gathering the right information, utilizing the right questions at the right time, and not fatiguing customers

Started as the solo-supporter, and have developed my team from scratch.

Building the business case for customer needs, and Voice of the Customer (VoC) and helping enable others to do the same!

At AIHR, the CX function is heavily involved in maximizing activation and usage across the customer journey, and optimizing this for value with the aim of sustainable retention

Having run Support Operations solo, and building the function, I have had a great deal of hands-on experience, and have trained teams to deliver a seamless experience

If you aren't running VoC, you're missing out! I've build v.1 > full programs, so I can share my experience in that process

At a growing company, there are so many vendor-processes to pass. Being the original Ops person, I've registered with SMB > Enterprise organizations through vendor processes, and standardized the registration process.

Creating a culture of feedback, managing performance, and developing a high-performing team takes full effort, and should be the focus. I can share my experience in creating a healthy culture for teams to thrive based on my experience, and knowledge from my time in the HR space

Building tagging structures and taxonomies is a passion of mine, and I have build out single, two, and three layer taxonomies to get the most of our data - but the future is further. Without data, you can't build a business case for connecting CX/Support to real business outcomes I can help anyone struggling to use data to get insight into how to optimize their operations

eLearning & EdTech creating a platform for professional development in the HR space, and (soon to be) Support space

AIHR is the Academy to Innovate HR, and we lead by example. Here I focus to understand our customer and their needs, and by proxy, have learned and practiced a great deal of HR Practices

We rolled out Help Scout in 2021, and have been leveraging the platform for our Help Center and contact suite since

Enabled IVR, with inbound/outbound calling across multiple teams - integrated with HubSpot and Gong

We rolled out HubSpot as our primary CRM in 2020, and have utilized it's help center, contact suite and ticketing tools - we still currently operate through HubSpot alongside Help Scout in our current tech stack

I run knowledge owl for my own personal resource library and knowledge base for my personal brand