Liz Mayo
Customer Success Associate at Donorbox- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Ask Questions to Make Data-Driven Decisions
CourseraMay, 2022- Nov, 2024 -
Foundations: Data, Data, Everywhere
CourseraApr, 2022- Nov, 2024 -
Intro to Lean Six Sigma
GoSkills.comApr, 2022- Nov, 2024 -
Microsoft Excel - Basic
GoSkills.comApr, 2022- Nov, 2024
Experience
-
Donorbox
-
United States
-
Fundraising
-
1 - 100 Employee
-
Customer Success Associate
-
Apr 2022 - Present
This role involves reviewing tickets within Zendesk to assist with low-level technical issues and general account support. For more complex issues, an issue will be created using Jira to escalate the problem to the appropriate team. An emphasis is placed on providing efficient, empathetic support while communicating in a real way so customers know we value them each as individuals to remove the canned response feeling. Programs utilized: •Zendesk •Slab •Jira •Slack •Stripe •Basecamp •Google Workspace Show less
-
-
-
Everise
-
United States
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Operational Optimization
-
May 2021 - May 2022
The purpose of this role is to audit and improve the processes in place while also creating new processes for areas with gaps or needed direction, as well as the following duties:•Gather data via process audits, KPI reviews, interviews, and surveys•Evaluate existing processes to identify gaps or missed areas of opportunity•Assist with the development and implementation of new processes while collaborating with the owning department•Assist with the design of audit, survey, and assessment tools•Support various internal departments as needed on vital projects*Developed and implemented a survey that directly contributed to improving the overall coaching process in place which resulted in reduced attrition, increased employee morale, and higher quality scores. Show less
-
-
IT Asset Management
-
Aug 2021 - Apr 2022
The duties of this role were conducted concurrently with those of the Operational Optimization position:·Assisted with the creation and implementation of the asset recovery process·Composed SOP and supporting knowledge base·Collect, process, and analyze data to identify gaps, trends, and best practices·Maintain equipment database and dashboard·Coordinate weekly meetings with various departments to review progress and discuss areas of opportunity·Track and manage return shipment process of assets·Collaborate with HR & Payroll to process deposit refunds·Conduct outreach efforts via SMS, chat, email, and calls·Guide current and former employees through the returns process*Within the first 3 months I successfully recovered $168,000 worth of company assets with that total climbing each day Show less
-
-
Call Center Supervisor
-
Oct 2020 - May 2021
Promoted into a supervisory position with the following duties:•Monitor, track and evaluate associate performance based upon pre-determined KPIs •Resolve technical issues within the team•Create action plans and provide guidance for those not meeting goals•Resolve customer escalations via inbound/outbound calls and email•Communicate between management, client, and associates•Participate in the associate selection and interviewing process•Provide on-the-job training as needed to meet client expectations•Conduct regular 1:1 coaching sessions with empathy to ensure agent success & happiness*Upon joining this team I was able to raise the quality scores 34% to increase customer & client satisfaction as well as employee morale. Show less
-
-
Customer Service Specialist
-
Aug 2020 - Oct 2020
Identified the customer's needs, clarified information, researched issues, and provided solutions in a timely manner while focusing on:•Retention•Upselling•Providing white glove customer service via outbound calls and email•Created & maintained customer profiles within Salesforce•Processed payments•Exceeded outreach metric - the goal was 70 per day, while I exceeded 100 consistently•Coached team members on best practices•Utilized Navisphere, Convey and SAP to provide shipping updates and create cases for issues*Within a month I was moved into an SME position and tasked with monitoring & supporting the outbound team solo. Show less
-
-
-
Crowd Cow
-
United States
-
Food & Beverages
-
1 - 100 Employee
-
Customer Care Associate
-
Oct 2021 - Jan 2022
•Responded to online customer inquiries efficiently while quickly extracting data from customer inquiries and turning it into actionable solutions •Recreate technical issues and submit 'bug' tickets to IT as needed •Contribute to macros and knowledge bases •Completed various financial transactions within Stripe •Collaborated with various internal departments (Marketing, sourcing, IT, etc..) directly for quick resolution *Consistently maintained a 90% CSAT average *Averaged a 94% Quality Assurance score Show less
-
-
Community
