Customer Engagement & Analytics Consultant
Jan 2015 – Jan 2016
- Provided high-touch technical support for new and existing clients.
- Solved 1,000 support tickets, 12% more than the next highest support agent in the same period.
- Oversaw software implementations for more than 60 clients across a variety of verticals.
- Worked collaboratively across teams, translating between the various internal and external stakeholders to resolve complex technical issues and data challenges.
- Established customer support best practices with a focus on systematizing excellent service.
- Devised a process for triaging and responding to critical situations such as system outages
Senior Customer Engagement & Analytics Consultant
Jan 2016 – present
- Created and orchestrated comprehensive training programs for new support employees.
- Designed, documented, and delivered trainings for the support, customer success, and sales teams.
- Managed and executed a complete overhaul of the customer-facing Support Library.
- Increased traffic to the Support Library by 55% over 6 months and increased the organization’s self-service score by 38%.
- Developed a new structure, layout, style guide, and article templates for the Support Library.
- Collaborated with other teams to find new ways to integrate content across the organization.