Markisha C. Ward
Customer Success Operations Manager at Wish- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
Topline Score
Bio
Nerizza Tajanlangit
Markisha is one of a kind! She is a determined go-getter and inspires everyone around her. Her natural ability to build trusted relationships is unlike any other. She is a great force and guaranteed to make a positive impact on any individual, team, or company. Markisha and I started at Wish together and she hit the ground running. She configured our teams’ help desk ticketing system with Zendesk, instantly improving the efficiency of our team. She created KPI’s, defined internal and external procedures, and easily turned complex problems into solutions. She quickly became our own Zendesk guru. It’s not everyday you come across a genuine, authentic manager who sincerely wants the best out of her employees and team. That’s what makes Markisha so special. She went above and beyond her role and job description, and those who got the pleasure of working under her flourished as she did. I am honored to have worked alongside Markisha and I absolutely recommend her as I am confident she would be a great asset to any team.
Sara Fraley, MHA, CPHIMS
Markisha is a Zendesk extraordinaire! I worked with Markisha as she configured Zendesk from the ground up for our team. She is adept at translating different perspectives, pain points, and needs into workflows and solutions that just make sense. She is a determined self-starter with the ability to build relationships across multiple teams. Markisha would be an asset to any team and comes with my sincere recommendation.
Nerizza Tajanlangit
Markisha is one of a kind! She is a determined go-getter and inspires everyone around her. Her natural ability to build trusted relationships is unlike any other. She is a great force and guaranteed to make a positive impact on any individual, team, or company. Markisha and I started at Wish together and she hit the ground running. She configured our teams’ help desk ticketing system with Zendesk, instantly improving the efficiency of our team. She created KPI’s, defined internal and external procedures, and easily turned complex problems into solutions. She quickly became our own Zendesk guru. It’s not everyday you come across a genuine, authentic manager who sincerely wants the best out of her employees and team. That’s what makes Markisha so special. She went above and beyond her role and job description, and those who got the pleasure of working under her flourished as she did. I am honored to have worked alongside Markisha and I absolutely recommend her as I am confident she would be a great asset to any team.
Sara Fraley, MHA, CPHIMS
Markisha is a Zendesk extraordinaire! I worked with Markisha as she configured Zendesk from the ground up for our team. She is adept at translating different perspectives, pain points, and needs into workflows and solutions that just make sense. She is a determined self-starter with the ability to build relationships across multiple teams. Markisha would be an asset to any team and comes with my sincere recommendation.
Nerizza Tajanlangit
Markisha is one of a kind! She is a determined go-getter and inspires everyone around her. Her natural ability to build trusted relationships is unlike any other. She is a great force and guaranteed to make a positive impact on any individual, team, or company. Markisha and I started at Wish together and she hit the ground running. She configured our teams’ help desk ticketing system with Zendesk, instantly improving the efficiency of our team. She created KPI’s, defined internal and external procedures, and easily turned complex problems into solutions. She quickly became our own Zendesk guru. It’s not everyday you come across a genuine, authentic manager who sincerely wants the best out of her employees and team. That’s what makes Markisha so special. She went above and beyond her role and job description, and those who got the pleasure of working under her flourished as she did. I am honored to have worked alongside Markisha and I absolutely recommend her as I am confident she would be a great asset to any team.
Sara Fraley, MHA, CPHIMS
Markisha is a Zendesk extraordinaire! I worked with Markisha as she configured Zendesk from the ground up for our team. She is adept at translating different perspectives, pain points, and needs into workflows and solutions that just make sense. She is a determined self-starter with the ability to build relationships across multiple teams. Markisha would be an asset to any team and comes with my sincere recommendation.
Nerizza Tajanlangit
Markisha is one of a kind! She is a determined go-getter and inspires everyone around her. Her natural ability to build trusted relationships is unlike any other. She is a great force and guaranteed to make a positive impact on any individual, team, or company. Markisha and I started at Wish together and she hit the ground running. She configured our teams’ help desk ticketing system with Zendesk, instantly improving the efficiency of our team. She created KPI’s, defined internal and external procedures, and easily turned complex problems into solutions. She quickly became our own Zendesk guru. It’s not everyday you come across a genuine, authentic manager who sincerely wants the best out of her employees and team. That’s what makes Markisha so special. She went above and beyond her role and job description, and those who got the pleasure of working under her flourished as she did. I am honored to have worked alongside Markisha and I absolutely recommend her as I am confident she would be a great asset to any team.
Sara Fraley, MHA, CPHIMS
Markisha is a Zendesk extraordinaire! I worked with Markisha as she configured Zendesk from the ground up for our team. She is adept at translating different perspectives, pain points, and needs into workflows and solutions that just make sense. She is a determined self-starter with the ability to build relationships across multiple teams. Markisha would be an asset to any team and comes with my sincere recommendation.
Credentials
-
Communicating with Confidence, Credibility and Influence
-
Experience
-
Wish
-
United Kingdom
-
Mental Health Care
-
1 - 100 Employee
-
Customer Success Operations Manager
-
Sep 2019 - Present
• Train, coach, and mentor a team of high caliber agents to respond to 250K customer support tickets yearly. • Collaborate with cross-functional teams, including engineering, project managers, account managers, and account executives. • Spearhead acquisition efforts, policy compliance, and retention functions to align teams to overarching company vision. • Track store support responses and communicate areas for training to the EU and SF office. • Analyze performance metrics and generate reports to bring visibility to customer experience and how to enhance it. • Facilitate cadence one-on-one meetings with team members to evaluate their growth and performance improvements. • Initiate workflow improvements and implement tracking and analytics tools to maximize store support operations. • Engage leadership in other offices to maintain good communication between the branches of the customer support team. Show less
-
-
-
uBiome
-
Wellness and Fitness Services
-
Sr. Customer Support
-
Jun 2018 - Sep 2019
• Drove peak levels of customer satisfaction and engagement through hyper-responsiveness and solutions driven service. • Operated in a HIPAA compliant environment, reviewing daily work to ensure adherence to HIPAA regulations. • Managed and resolved a high volume of customer inquiries via email, chat, and phone support. • Worked closely between patients and physicians to resolve issues regarding test results, web portals, and shipping. • Contacted physicians and other medical personnel to obtain or clarify information required to complete order entry process. • Served as a conduit of communication between engineering, laboratory, product reimbursement, and operations teams. • Identified issues, trends, and areas of improvement to maximize effectiveness of service support and delivery. • Collaborated with leadership to develop best practices to ensure superior service delivery and experiences to all customers. Show less
-
-
-
-
Sr. Customer Support Manager
-
Jun 2017 - Sep 2019
Responsible for the overall management of various user platforms, which includes all processes and services within OrderWell/Support. This includes regular monitoring of performance through available standards and metrics ensuring that the company’s goals and objectives are achieved. • Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling. • Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning. • Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication • Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively. • Establish and maintain relevant controls and feedback systems to monitor the operation of the department • Manage the Zipongo support ticket queue; ensure new questions and issues are addressed within Zipongo Support SLAs • Drive the growth and scalability of the Zipongo Support team through process and workflow improvements • Become a Zipongo product expert to quickly address common questions and issues • Interact with Zipongo's partners' support teams to effectively and efficiently transfer user questions and issues to the appropriate party • Reproduce users' issues and submit internal tickets via Jira for bug fixes and product improvements Show less
-
-
-
-
Customer Support Manager
-
Aug 2016 - Jun 2017
Responsible for leading a small but growing customer support operation, dealing with customer inquiries, orders, fulfillment and post sales support. Developing and evaluating customer support systems and procedures. Essential Responsibilities 1. Support our customers who use our web-enabled products, software installations, etc. 2. Manage and improve our customer support systems (phones, CRM, etc.) and procedures. 3. Investigate customer issues, communicate internally as part of continuous improvement process and expedite customer satisfaction. 4. Complete all the necessary CRM communications and documentation, including customer complaints and resolutions. 5. Compile, review and summarize FDA compliant reports, contact center reports and trends impacting customer satisfaction. 6. Provide product training as needed to customers, distributors and technicians. 7. Provide feedback to our organization improve product, collateral, website and services, based on consumer experience. 8. Respond to consumers e-mails, chat line, and telephone calls. Show less
-
-
-
Contra Costa Association of Realtors
-
United States
-
Real Estate
-
1 - 100 Employee
-
Member & Technical Support
-
Feb 2014 - Aug 2016
• Uploading MLS Photos and reporting and following up on any issues related to these photos. • Assigning members to available class courses. • Knowledge of lockbox systems, agent and office entry and updates, membership information, MLS Rules and Regulations. • Provide general customer service to members via phone or walk-ins. • Provide assistance to other departments as requested by Supervisor. • Networking and web HTML programming is a plus. Responsible for providing high level technical support & customer service to members of the association and MLS subscribers. Provide training on the MLS and related real estate software used by the members and basic computing concepts. Show less
-
-
-
PetersenDean Roofing and Solar
-
United States
-
Construction
-
100 - 200 Employee
-
Call Center Supervisor
-
Jan 2013 - Dec 2013
Call Center Supervisor Provide daily oversight of contact center associates.• Manage, train and mentor employees in the call center.• Work with the VP of Sales to resolve employee relations conflicts, complaints, or concerns as appropriate.• Inspect and monitor the contact center associates interaction with customers. • Manage specific approved call center customer programs.• Drove Petersen Dean's culture and customer values. • Monitor scheduling and attendance issues.• Work with senior management as necessary to meet company's goals and objectives.• Assist in changes in processes and procedures. Assist in process improvements to the company's software program and CRM. Show less
-
-
-
Republic Services Inc
-
United States
-
Environmental Services
-
1 - 100 Employee
-
Customer Service Lead
-
Oct 2011 - Jan 2013
Receives and responds to general and routine residential and commercial customer calls regarding waste management services responsible for related activities. Working within established guidelines, this position is responsible for delivering superior customer service in a respectful, courteous and timely manner to ensure customer’s concerns are addressed through to resolution. • Receives and relays customer feedback about services and programs, funneling it to the appropriate departments, divisions or as directed • Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, requests and complaints Show less
-
-
-
InSound Medical
-
United States
-
Outsourcing and Offshoring Consulting
-
1 - 100 Employee
-
Customer Service Lead
-
Jun 2009 - Sep 2011
Responsible for effectively, efficiently and promptly responding to customer inquiries, requests and complaints received to achieve customer satisfaction. Coordinate and lead team members in accomplishing assigned functional responsibilities. Solve escalated customer issues and provide support/direction to team members. Monitor customer contacts and advise management of issues and trends to ensure prompt action. Interface cross functionally in development of solutions and opportunities for improvement of services. Show less
-
-
-
Wells Fargo Bank
-
United States
-
Banking
-
Fraud & Risk Investigator
-
May 2005 - Jun 2009
Reviewed all accounts associated with risky activity/transactions to determine level of risk. Minimize risk by de-linking or disabling fraudulent accounts. Work cases through to resolution working with other departments to obtain documentation. Determine money trail of missing funds. Reviewed all accounts associated with risky activity/transactions to determine level of risk. Minimize risk by de-linking or disabling fraudulent accounts. Work cases through to resolution working with other departments to obtain documentation. Determine money trail of missing funds.
-
-
-
Bank of the West
-
Banking
-
1 - 100 Employee
-
Risk Review Analyst
-
Mar 2001 - Apr 2005
Responsible for pulling a check fraud report on the Careaker system, Analyze accounts with possible fraud, contacted Branch Managers, FSO’s, and CSM’s by fax or telephone to see if they want the items paid or returned. Writing General Ledger tickets to credit back accounts assisting with signature verification, kitting and hard holds. Responsible for pulling a check fraud report on the Careaker system, Analyze accounts with possible fraud, contacted Branch Managers, FSO’s, and CSM’s by fax or telephone to see if they want the items paid or returned. Writing General Ledger tickets to credit back accounts assisting with signature verification, kitting and hard holds.
-
-
Education
-
2011 - 2013
University of Phoenix
Associates Degree, Health Care Administration -
2010 - 2013
University of Phoenix
Associate of Arts (AA), Health/Health Care Administration/Management
Community
