Experience

Justworks

• United States
• Human Resources Services
• 700 & Above Employee

• Customer Success Operations Specialist

  • Mar 2023 - Present

• Account Manager

  • Nov 2021 - Present



KeyMe Locksmiths

• United States
• Consumer Services
• 1 - 100 Employee

• Resolutions Manager

  • Feb 2021 - Nov 2021

  As the Resolutions Manager, I work closely with multiple departments within the organization to ensure customers are satisfied with the end-to-end transaction and service they received from our internal and partnered locksmiths. I manage a a high performing team that serves as the point of contact, assisting customers whose services are complete but require additional resolutions due to escalations caused by services. This includes working with partner companies to resolve their short comings as well. I manage day-to-day operations using productivity, quality, and responsiveness as key metrics to monitor success. As well as Supervise day-to-day escalations within the department and offer best possible resolutions to de-escalate while providing the best possible customer experience, all while creating efficient locksmith service policies, procedures, and standards to manage adherence to team expectations.

• Services Account Manager

  • Jun 2019 - Feb 2021

  As an Account Manager, I oversee relationships with service providers once they have joined KeyMe's network. Ensure superior customer service, product quality, and growth of the services business. In support of our sales, I work directly with local businesses and service technicians to help the achieve their goals through a partnership with KeyMe.

• Customer Experience Team Lead

  • Nov 2018 - Jun 2019

  As a Customer Experience Team Lead I was in charge of coordinating trainings for new CX agents. Assisted with development and implementation of new department policies. Monitored employee productivity and providing coaching when necessary. As well as, creating and maintaining valuable working data such as customer reimbursements, disputed charges, and high priority customer surveys via Google spreadsheets.