Customer Success Manager

• Oct 2021 - Present

Member

• Aug 2023 - Present

The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth.

Technical Support Specialist

• Nov 2019 - Sep 2021

Successfully managed an average of 400 support tickets monthly for ecobee customers, covering technical and non-technical issues, installation, operation, and software/hardware challenges. Maintained an exceptional 95% CSAT score, consistently surpassing the company's 90% target. Achieved 50% reduction in first resolution time, optimizing it from 30 to 15 minutes, by identifying recurring trends and implementing proactive messaging during product purchases. Implemented a new ticket categorization system, resulting in a 20% reduction in average handling time and improved issue escalation. Show less

Customer Account Services

• Aug 2018 - Nov 2019

30% reduction in order processing time and improved fulfillment rates, meeting 100% of customer demands as liaison between customers and retail buyers. Resolved customer service and billing complaints, resulting in a 25% reduction in escalations and a 95% customer satisfaction rating. Contributed to a customer retention rate of 90%, surpassing the company's 85% target. Achieved an 85% First Call Resolution (FCR) rate, leading to reduced escalations and improved customer experience. Reduced Average Handling Time (AHT) by 20% through effective communication and problem-solving techniques. Maintained meticulous records, resulting in a 20% improvement in data accuracy and streamlined follow-up processes. Show less

AV Technician

• Aug 2017 - Nov 2019

Customer Service Representative

• Aug 2017 - Feb 2018