Experience

Justworks

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

• Customer Success Representative

  • Jun 2023 - Present



Everise

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance Specialist (Customer Support)

  • Jul 2021 - May 2023

  Operating in a Lead / SME capacity conducting quality evaluations for the eero Technical Support Team. Recent achievements:• Partnered with the Training team to review and update course material and conduct refreshertraining• Overhauled the quality team with hires from customer support leading to a 20% improvement inteam calibration•Reestablished consistent client-facing calibrations•The achievements above led to a 22% increase in overall quality score for the support program• Recognized as a 2021 Rockstar for performance in leading the quality teamResponsibilities:• Train and lead a team of 3 to complete weekly audit targets• Support Multiple geographic locations (US/Limerick)• Client-Facing Quarterly review - Present quality insights to Senior Leadership during quarterly reviews• Host calibrations with CSR Managers, client POCs, and Senior Leadership• Carry out ad hoc requests and projects from client POCs and Senior Leadership• Conduct weekly trending analysis to identify opportunity drivers amongst the support team• Maintain an internal calibration score of 95% or better for the quality team• Manage quality feedback across all levels (including appeals)• Provide consultation and thought leadership surrounding Quality Assurance for other Programsand LOBs• Perform 10-15 audits per day• Complete weekly audits of the Quality Assurance Specialists (Audit The Auditors)• Support the quality and customer support teams as a subject matter expert on quality SOPs,quality rubric, and bylaw interpretation Show less

• Customer Support Specialist

  • Mar 2020 - Jul 2021

  Provided inbound phone and email technical support for eero Home Wi-Fi customers with a focus on order management and home networking support for AU and NZ.



Beyond

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Customer Success

  • May 2019 - Jul 2019

  Consulted on customer success for an urban mobility startup. • Implemented CRM (Zendesk) • Built and analyzed reports for customer success KPIs • Developed and implemented customer success workflows: CRM usage, maintenance requests, documentation of customer interactions • Provided thought leadership into customer support issues with solutions • Sole provider of customer service and support: resolved complaints (product education, vehicle issues), managed appointments, and handled payment issues • Sales experience including product demos Show less



Trusource Labs

• Austin, Texas Area

• Customer Success Specialist

  • Feb 2016 - Feb 2019

  Provided detail-oriented and friendly customer service and technical support across 4 accounts. • Worked on the Order Management, Technical, and Pre-sales support teams for eero Home WiFi Systems, Hive Home, and Canary Home Security • Provided Technical and Pre-sales service for Dropbox For Business • Supported Billing and Payment service for eero Plus, Canary Premium Membership, Dropbox For Business and Dropbox Pro Notables: Maintained above goal quality and customer satisfaction scores throughout tenure with each account. Awarded "Significant Achiever" in 2017, and celebrated as an "eero Hero" in 2018. Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Call Center Support - General Motors

  • Jan 2012 - Feb 2016

  Worked with 2 outsourcing vendors and supported 3 lines of business for General Motors. Time and Attendance Specialist (Workforce Management): • Supported the operations team by reviewing and logging adherence and attendance data for 500+ employees. Maintained a flexible schedule, working once per week overnight to ensure timely and accurate payroll data was delivered. Infotainment Support Specialist: • Assisted vehicle owners with their in-vehicle entertainment, and navigation systems, by providing product education and technical support via phone and email. Collaborated with dealerships, OnStar, and our on-site Subject Matter Expert team Tier 2 District Specialist: • Partnered with Tier 1 Support, Dealership Service Teams, and General Motors Area Managers to assist customers with vehicle service in and out of warranty. Notables: Maintained excellent quality and customer satisfaction scores in all customer-facing roles. Achieved the position of Team Captain where additional duties included on-boarding new teammates and educating best practices for exceeding department goals. Show less



Macy's

• United States
• Retail
• 700 & Above Employee

• Women's Wear Sales

  • Jun 2011 - Nov 2011

  Retail sales Retail sales



The Yogurt Spot

• Counterperson

  • Jul 2010 - Jun 2011

  Point of sales cashier, light food prep, restaurant sanitization practices Point of sales cashier, light food prep, restaurant sanitization practices