United States
Support leader with full-spectrum revenue management experience
- Led and mentored a blended team of 13-25 domestic and offshore support agents, managing all aspects of team performance and professional development. - Drove a 5% CSAT increase in the first quarter and sustained momentum, achieving record months up to 12% higher than the prior average. - Developed a robust, low-lift onboarding and continuous learning infrastructure, standardizing training processes to improve team efficiency. - Strategically sourced, negotiated, and deployed a BPO partner, improving operational scalability and reducing costs by 21%. - Served as the internal voice of the customer, establishing tight feedback loops with Product, Engineering, Marketing, and Legal to influence product roadmaps and company policy. - Implemented and managed the Voice of the Customer (VoC) program, leveraging customer insights to drive key company milestones in payment, security, and product development. - Became an internal advocate for secure, scalable and customer-centric AI solutions. ~ Founder's Award Finalist ~ ~ Core Values Award Winner ~ ~ Company Spotlight - Leader of the Pack ~
- Created the team's first hierarchical knowledge source and owned training and coaching, improving agent knowledge and support quality. - Designed and implemented new support channels, including an app-integrated ticketing system and an SMS support channel, enhancing customer accessibility.
- Provided expert API and integration support for key enterprise accounts. - Revamped and refreshed support documentation to improve the efficiency of the Tier 1 support team.
- Grew a $3M ARR book of business by 5% year-over-year. - Led custom projects for key accounts, closing a $173K deal to retain our second-largest customer with a unique white-label solution.
- Led the CSM team in Net Cash and Monthly Recurring Revenue (MRR) from 2017 to 2019. - Performed 56% over the team average in MRR.
- Hosted test drives and managed a lead funnel to close $20M in revenue selling Models S and X.
- Served as a resource for Tesla product specifications and features, qualified prospects and booked test drives.
- Worked on marketing concepts for Bagito, a re-useable shopping bag whose proceeds fund common core environmental studies education.
- Contacted transportation advocacy partners and government offices to ask for support for Los Angeles light-rail initiatives.