Customer Success Manager

• Sep 2020 - Present

Customer Care Team Lead

• Jul 2019 - Sep 2020

My responsibilities included:• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.• Responsible for tracking various contact queues ( Phone, Email, Social Media, Chat) on a daily basis and assign staff accordingly.• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.• Provide statistical and performance feedback and coaching on a regular basis to each team member.• Ensure employees have appropriate training and other resources to perform their jobs.• Create and maintains a high-quality work environment so team members are motivated to perform at their highest level.• Work as a member/leader of special or ongoing projects that are important to area/process improvement.• Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.• Use appropriate judgment in upward communication regarding department or employee concerns.

Senior Customer Care Specialist

• Jan 2018 - Jul 2019

Customer Care Specialist

• Sep 2016 - Jan 2018

Account Director

• Jan 2016 - Aug 2016

Graduate Student Assistant

• Aug 2014 - Dec 2015