Portfolio
Spun up offshore T1 blended phone/email support to reduce time to first response to under 2 hours
Hired, trained, and managed a team of 40+ internal and outsourced agents
Improved time to first response for customer contacts from 48 hours to under 4 hours
Multichannel strategy and architecture to support 1000% growth in volume with 87% of tickets resolved in one or fewer touches.
Tracked, analyzed, and reported performance data (i.e. SLAs, KPIs, CSAT); created structure and process to analyze customer contact data and used that information to drive team performance & manage...
Improved workflows to maximize productivity, inbox coverage and customer engagement
User testing for QuadPay mobile app - rolled out to over 1 million customers without data breach / major bug.
Early Crypto Adopter - Bitcoin Mining
Led cross-functional team to improve internal tooling, ticket routing, and reduce ticket touch time by 40%
Ground-up implementation of Zendesk in first 30 days
Internal Coinbase ERC-721 token drop for launch of Coinbase Wallet App - NFT Before NFT