Claire Fredrick

Customer Support Manager at Advance Your Reach
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Contact Information
us****@****om
(386) 825-5501

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Bio

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Credentials

  • Hubspot Reporting
    HubSpot
    Feb, 2022
    - Sep, 2024
  • Service Hub Software
    HubSpot
    Feb, 2021
    - Sep, 2024

Experience

  • Advance Your Reach
    • United States
    • Consumer Services
    • 1 - 100 Employee
    • Customer Support Manager
      • Jun 2021 - Present

      -Oversee and manage departmental operations and employee productivity-Build a highly inclusive culture that ensures team members thrive and organizational outcomes are met-Set comprehensive goals for performance and growth for the department-Monitor employee performance with tracking (KPI’s) -Conduct weekly 1/1’s, departmental meetings and ongoing coaching for perfomance uplevels-Work and collaborate cross-functionally with the Sales, Marketing and Fulfillment and Product Development departments to analyze performance and plan for optimization-Report and track areas of concern for client community: surface trending topics/threads, and share/contextualize engagement metrics and KPI’s-Coordinate and Create customer-focused content within the membership site and related course platforms, as well as audit existing content on an ongoing basis-Assess the community’s pulse, understand community concerns, and communicate community status to the Leadership team- Develop Departmental Onboarding Experience-Develop Customer Onboarding Experience

    • Customer Support Specialist
      • May 2020 - Jun 2021

      -Oversee Customer Support Representatives and escalates needs to Customer Support Manager-Implement all proactive communication to customers, including welcome calls, confirmation calls, one-off emails, and Facebook posts.-Implement Onboarding training to new agents-Maintain and organize SOPs -Implement new SOPs-Maintain and create customer facing responses in email, live chat and phone scripts-Reports on weekly Success Metrics

    • Customer Support Representative
      • Jun 2019 - May 2020

      -Maintain Customer Experience support inboxes (live chat, SMS text, email and phones)-Maintain a 1 hour response time and 24 hour resolution time for all customer communication-Assist with special projects within the department-Identify sales leads and cordinate with sales team-Provide appropriate solutions to customers-Provide accurate information as it's updated in a fast-moving company-Maintain organization of Customer Success department

    • Customer Service Support Manager

Education

  • Maryland Institute College of Art
    Masters, Community Arts
  • Illinois State University
    Bachelor of Fine Arts - BFA
  • Designlab
    2022 - 2022

Community

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