Experience

Sparrow

• United States
• Human Resources Services
• 100 - 200 Employee

• Customer Experience Manager

  • Oct 2022 - Present

  Sparrow makes it easy for employers to care for their people with the first true end-to-end employee leave management solution. Industry-leading tech is coupled with a world-class leave specialist team to automate the most painful parts of leave across the US and Canada. With Sparrow, companies that care, are able to reduce compliance risks, enhance the employee experience, operate better, and contain costs.



Gusto

• United States
• Financial Services
• 700 & Above Employee

• Customer Care Lead

  • Jul 2019 - Oct 2022

  Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide. To learn more about life at Gusto, visit gusto.com/careers. We’re hiring in San Francisco, Denver, and New York.

• Empowering Tax Resolution

  • Jan 2018 - Jun 2019

  Greater Denver Area



Constant Contact

• United States
• Advertising Services
• 700 & Above Employee

• Senior Manager

  • Aug 2015 - Dec 2017

  Greater Denver Area Responsible for developing, building, and maintaining a strong customer support organization. Support up to 60 indirect reports and 5 direct reports focused on managing and maintaining qualitative and quantitative performance results. Focus on change management to successfully implement new business initiatives in the Support environment to further drive business success. • Oversaw the management of all phases of the service delivery environment to achieve and exceed metrics o Provided… Show more Responsible for developing, building, and maintaining a strong customer support organization. Support up to 60 indirect reports and 5 direct reports focused on managing and maintaining qualitative and quantitative performance results. Focus on change management to successfully implement new business initiatives in the Support environment to further drive business success. • Oversaw the management of all phases of the service delivery environment to achieve and exceed metrics o Provided support for three channels of business including Voice, Chat, and Email along with multiple skillsets for segmented customer support o Responsible for Chat channel line of business – focused on meeting ASA and occupancy goals set by company and optimizing channel for effective support o Collaborated with Training and Product teams to provide improved functionality of LiveAgent and resources to agents and customers to enhance the Chat experience o Developed Outlier reporting and review for Chat channel to identify and address performance gaps o Helped to implement Omni-channel functionality in Salesforce for use with Chat and Email interactions • Helped to develop and implement Competency model for evaluating leadership and frontline support o Created and facilitated Performance Management leadership training focused on evaluating performance and creating impactful and lasting development plans o Talent Evaluation training to support implementation of support competency model o Escalation training to de-escalate upset and abusive customers with a focus on resolution • Developed initiative to implement Glance Products as screen sharing functionality into support call flow model to drive efficiency and improve customer experience • Acted as Salesforce point of contact for support organization to prioritize and implement changes for CRM use • Championed upsell/cross-sell initiative to increase profit generation in Support environment

• Customer Support Manager

  • Jun 2012 - Jul 2015

  Support a team of up to 12 agents in an inbound operations environment with a focus on balancing performance management and project development. Responsible for coaching and developing agents to exceed performance goals through personal and group motivation, facilitating monthly team meetings, leadership development of Senior Specialists, and collaboration with peers to share best practices. • Partnered with peers and other departments to develop and facilitate on-boarding training for Team… Show more Support a team of up to 12 agents in an inbound operations environment with a focus on balancing performance management and project development. Responsible for coaching and developing agents to exceed performance goals through personal and group motivation, facilitating monthly team meetings, leadership development of Senior Specialists, and collaboration with peers to share best practices. • Partnered with peers and other departments to develop and facilitate on-boarding training for Team Leaders and Supervisors across two sites • Researched implemented Remote Team Pilot (full-time work from home) within support • Piloted new incentive structure focused on providing WOW customer experiences to replace decile ranks in support • Developed and managed pilot for cross-selling/upselling in a support based environment; implemented into support incentive o Collaborated with multiple departments to develop training, expectations, and best practices for cross-selling • Provided 1:1 coaching sessions on a monthly basis to ensure agents meet performance goals o Provided 1:1 coaching with supporting supervisor to develop leadership skills • Supported agent career development plans and provided career coaching and preparation • Reviewed and provided statistics to team for performance management • Identified performance outliers and behavioral issues to develop performance improvement plans • Completed team member performance appraisals through annual review process • Facilitated monthly team meetings to keep agents updated on company goals, changes, and expectations • Analyzed and managed real time staffing during fringe hours to utilize agent time and skillset to meet business channels • Interviewed and selected potential candidates for Tier 1 and Supervisor positions • Supported User Acceptance Testing and act as Support SME for Salesforce

• Customer Support Supervisor

  • Mar 2012 - May 2012

  Customer Support Supervisor • Supported multiple managers with a focus on agent development • Worked on individual projects and recognition plans to influence agent performance • On Call Room escalation support with ability to resolve complex issues and provide escalation resolution • User Acceptance Testing for Salesforce • Worked collaboratively within a team-oriented environment • Results-driven with experience in development strategies

• Customer Service Representative

  • Mar 2011 - Feb 2012

  Supported a new Social Media Campaign product launched by Constant Contact by coaching customers on effective use of Social Media Marketing.



Poudre School District

• Primary and Secondary Education
• 700 & Above Employee

• Student Teacher

  • Jul 2010 - Dec 2010

  Fort Collins, Colorado Area