Member

• Sep 2022 - Present

Director of Customer Success

• May 2022 - May 2023

I led the Partner Support and Client Support departments at Willa, reporting directly to the Chief Operating Officer. I regularly met with and provided guidance to the C-suite to ensure achievement of company and department initiatives. When I joined Willa, I had the opportunity to make an immediate impact by building a strategy for the department and setting KPIs and metrics for customer satisfaction, reply time, and response rate. Goals we set and achieved included: -CSAT: 75% -CSAT Response Rate: 30% -First Reply Time: Equal to or less than 1 business day -Full Resolution Time: 3 business days -One-touch Response Rate : 75% I also successfully brought the Partner Support team in-house, which included defining SOPs and training processes, as well as designing and implementing strategies to increase overall department performance. This resulted in a 94% improvement in resolution time, a 19% increase in one-touch tickets, doubled CSAT scores, and a $165k/year expense reduction. Throughout my time at Willa, I also served as a bit of a technical expert, introducing or further-integrating tools like Zapier, Zendesk, Calendly, and Slack. With my strategic knowledge of the department and its goals, I was able to increase efficiency by selecting and using the right tools for the right processes. The biggest impact here was improving the way we used Zendesk by systemizing and cleaning up the tool then building robust reporting dashboards. Show less

L3 Customer Service Manager

• Oct 2018 - May 2022

As a Customer Service Manager at Wayfair, I successfully led a department made up of managers, senior associates, and associates - 64 employees in all. As a leader of leaders, I coached managers, interviewed and hired, and provided performance management to the department. Not only was my team recognized as the top 10% of the company, I also saw very high employee retention in a high-attrition industry. For three straight quarters, my team achieved a 100% eNPS score. I led the team to successfully improve custoemr satisfaction scores across our location and the organization as a whole. Show less

Production Supervisor

• Dec 2017 - Oct 2018

At OnProcess, I managed a team of 15 agents, including onboarding, training, and performance management to ensure quality performance. I also resolved customer escalations to ensure customer satisfaction and retention. In addition, I took the initiative to work with leadership to uncover and resolve critical issues and provide solutions to avoid future challenges. At OnProcess, I managed a team of 15 agents, including onboarding, training, and performance management to ensure quality performance. I also resolved customer escalations to ensure customer satisfaction and retention. In addition, I took the initiative to work with leadership to uncover and resolve critical issues and provide solutions to avoid future challenges.

Owner/Operator

• Aug 2015 - May 2018

The Paint Chic is/was a successful entrepreneurial venture. I organize and facilitate engaging, interactive, and creative events to help groups and individuals learn to paint. I've developed all of my own marketing strategy and have successfully continued to scale the business with a 65% repeat customer rate. I also sell and display my own personal artwork. While I have put my events on hold, I continue to paint and work on my own projects. This adventure isn't over! The Paint Chic is/was a successful entrepreneurial venture. I organize and facilitate engaging, interactive, and creative events to help groups and individuals learn to paint. I've developed all of my own marketing strategy and have successfully continued to scale the business with a 65% repeat customer rate. I also sell and display my own personal artwork. While I have put my events on hold, I continue to paint and work on my own projects. This adventure isn't over!

Account Manager/CSC Help Desk

• May 2013 - Nov 2017

Throughout my tenure at athenahealth, I was known for providing innovative solutions and improving team performance. In addition to direct client work, I: --Created training to address gaps in agent learning, improving overall team performance --Piloted a new support model, changing the model from one account manager per region to a team-based model that allowed for better coverage and a more collaborative approach --Partnered with the Enterprise Tech team to develop necessary tools and reporting, leading to streamlined Account Manager workflows and more transparency --Received recognition at the company's annual awards ceremony for my impact on employee engagement at the Belfast, ME location Show less

Quality Assurance/Trainer/Recruiter

• Jun 2012 - May 2013