Julia Botz, CSPO
Director of Customer Experience at Tornado- Claim this Profile
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Bio
Angela Gillis
In addition to being reliable, trustworthy, and incredibly talented, Julia is a natural-born leader with a genuine interest in the users we serve. She has quickly moved up the ranks because she is intentional about her work and often contributes perspective and solutions other people would miss. She is respectful of everyone's time, and you can rely on her to show up to meetings prepared to lead a productive conversation with actionable outcomes. I know Julia's team feels supported and empowered by her leadership. It's an honor and a pleasure to work alongside such a talented and committed team player. We are so lucky to have her!
Erin (Johnson) Koerpel
I’ve had the privilege of working with Julia at two different companies and have seen firsthand how quickly and effectively she can deliver value for customers and the business as a whole. Julia is an articulate customer advocate, a superb trainer and an engaged leader. A collaborative and positive team player, she easily builds stakeholder rapport that is crucial for any customer advocacy initiative. She uses customer insights to craft creative, game-changing solutions. An organized, kind and thoughtful individual, Julia is a true gem within any organization!
Angela Gillis
In addition to being reliable, trustworthy, and incredibly talented, Julia is a natural-born leader with a genuine interest in the users we serve. She has quickly moved up the ranks because she is intentional about her work and often contributes perspective and solutions other people would miss. She is respectful of everyone's time, and you can rely on her to show up to meetings prepared to lead a productive conversation with actionable outcomes. I know Julia's team feels supported and empowered by her leadership. It's an honor and a pleasure to work alongside such a talented and committed team player. We are so lucky to have her!
Erin (Johnson) Koerpel
I’ve had the privilege of working with Julia at two different companies and have seen firsthand how quickly and effectively she can deliver value for customers and the business as a whole. Julia is an articulate customer advocate, a superb trainer and an engaged leader. A collaborative and positive team player, she easily builds stakeholder rapport that is crucial for any customer advocacy initiative. She uses customer insights to craft creative, game-changing solutions. An organized, kind and thoughtful individual, Julia is a true gem within any organization!
Angela Gillis
In addition to being reliable, trustworthy, and incredibly talented, Julia is a natural-born leader with a genuine interest in the users we serve. She has quickly moved up the ranks because she is intentional about her work and often contributes perspective and solutions other people would miss. She is respectful of everyone's time, and you can rely on her to show up to meetings prepared to lead a productive conversation with actionable outcomes. I know Julia's team feels supported and empowered by her leadership. It's an honor and a pleasure to work alongside such a talented and committed team player. We are so lucky to have her!
Erin (Johnson) Koerpel
I’ve had the privilege of working with Julia at two different companies and have seen firsthand how quickly and effectively she can deliver value for customers and the business as a whole. Julia is an articulate customer advocate, a superb trainer and an engaged leader. A collaborative and positive team player, she easily builds stakeholder rapport that is crucial for any customer advocacy initiative. She uses customer insights to craft creative, game-changing solutions. An organized, kind and thoughtful individual, Julia is a true gem within any organization!
Angela Gillis
In addition to being reliable, trustworthy, and incredibly talented, Julia is a natural-born leader with a genuine interest in the users we serve. She has quickly moved up the ranks because she is intentional about her work and often contributes perspective and solutions other people would miss. She is respectful of everyone's time, and you can rely on her to show up to meetings prepared to lead a productive conversation with actionable outcomes. I know Julia's team feels supported and empowered by her leadership. It's an honor and a pleasure to work alongside such a talented and committed team player. We are so lucky to have her!
Erin (Johnson) Koerpel
I’ve had the privilege of working with Julia at two different companies and have seen firsthand how quickly and effectively she can deliver value for customers and the business as a whole. Julia is an articulate customer advocate, a superb trainer and an engaged leader. A collaborative and positive team player, she easily builds stakeholder rapport that is crucial for any customer advocacy initiative. She uses customer insights to craft creative, game-changing solutions. An organized, kind and thoughtful individual, Julia is a true gem within any organization!
Credentials
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Design Thinking: Customer Experience
LinkedInMar, 2022- Oct, 2024 -
Certified Scrum Product Owner® (CSPO®)
Scrum AllianceSep, 2022- Oct, 2024
Experience
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Tornado
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Software Development
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Director of Customer Experience
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Sep 2022 - Present
- Lead the customer experience department, overseeing customer experience leads and driving customer satisfaction- Established and monitored key performance indicators (KPIs) to measure the effectiveness of the customer experience team- Implemented weekly OKR check-ins to ensure alignment and progress tracking towards objectives and key results- Monitor, analyze and share customer data with stakeholders- Developed and trained a support bot with 50+ flows for streamlined customer self-help 24/7- Created monthly CX insights report to drive cross-team collaboration and customer-centricity- Collaborated with partners on support KPIs, ensuring regular communication and data sharing- Implemented multi-branding in Zendesk, adapting workflows and communications for new partnerships- Introduced incentive-based programs to boost agent engagement KPIs- Worked with COO and compliance team for compliant communication and escalated contact follow-through Show less
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Customer Experience Manager
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Apr 2022 - Sep 2022
- Built a two week long new Customer Experience agent onboarding training, including 694 slides in Google Presentations- Onboarded new agents while assisting with customer support inquiries- Proactively fostered agent development and performance through thorough and consistent 1:1s- Drove continuous improvement of customer support metrics, as well as the customer + agent experience, through in-depth analysis of metrics and manual QA of the contact - Introduced weekly virtual teamwork sessions to foster agent collaboration, build strong relationships, and maintain a connected and engaged remote workforce- Designed, built, and continuously refined over 50 customer-centric workflows- Passed the SIE exam, acquiring an in-depth understanding of the securities industry to enhance service and satisfaction- Implemented and established a monthly QA calibration to foster consistent support, align expectations across the CX department, and drive a collaborative effort to identify and improve areas of the customer experience Show less
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Customer Experience Lead
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Aug 2021 - Apr 2022
- Assisted over 6,000 customers as the only support agent- Developed and refined over 300 meticulously crafted pre-written responses, aligning with our company’s brand voice while ensuring regulatory compliance in the investment industry- Worked closely with the COO as well as analyzed every facet of the product to become a subject matter expert on our 7 internal tools, the product, our user experience and customer workflows- Implemented a knowledge management tool from scratch, writing 364 cards that outlined policies, procedures, and best practices- Shared customer insights across the team, helped make product recommendations and develop key features plus tools- Created QA rubric Show less
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Aspiration
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Non-profit Organization Management
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1 - 100 Employee
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Learning & Development Specialist
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Feb 2021 - Aug 2021
- Orchestrated training sessions and live shadow demonstrations, impacting over 200 remote employees, fostering engagement and skill development.- Conceptualized and executed comprehensive training programs, notably a week-long Disputes training addressing intricate processes.- Demonstrated adeptness in constructing autonomous and instructor-led training modules, fostering diverse learning approaches.- Formulated a comprehensive code of conduct for the BPO unit, reinforcing ethical standards.- Collaborated seamlessly with cross-functional leaders to align coaching culture and QA processes, bridging Aspiration and BPO perspectives.- Pioneered a multitude of training materials including quizzes and activities, enriching learning experiences.- Assumed QA analyst duties, expertly reviewing and offering insights on agents' performance within their initial 3 months.- Diligently documented and disseminated training outcomes, utilizing data insights to continually enhance training efficacy. Show less
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Customer Engagement Team Lead
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Apr 2019 - Feb 2021
- Directly managed a team of 7 agents- Maintained regular 1:1 coaching sessions with each agent to provide feedback and go over KPIs- Weekly QA of my team's tickets, documented in Stella- Monitored agent activity on Slack, Email, Confluence, TalkDesk, and Zendesk and proactively provided support as needed- Acknowledged as a subject matter expert in many areas, and was brought in to assist with trainings and to support leadership regularly- Helped manage and provided support via slack channel dedicated to assisting in real-time with agent questions on customer issues from their active calls and emails- Assisted escalation team by taking manager request calls and using de-escalation techniques- Escalated internal concerns and customer inquiries appropriately- Regularly assisted the Disputes Operations team by sorting newly filed disputes and working through disputes that were under the business minimum- Won 3 month long incentive by gaining the most positive reviews out of the entire support team of over 100 agents for 3 months cumulatively - Provided customer support via email and phone- Followed complex and heavily regulated workflows- Adhered to contact rules and business best practices while maintaining being in the top 3 most efficient agents on the team- Had scheduled time each day to assist with monitoring and providing support via slack for agents with questions about customer contact and issues- Created a new dispute training including fraud and risk procedures for newly hired agents and regularly assisted the Learning & Development team as a subject matter expert- Assisted in new hire training, both in 1:1 shadowing sessions and by leading trainings for the group- Chose to represent team during an All Company meeting to present on my call shadowing practices for training new agents Show less
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Community
