New York, New York, United States
• Established and measured KPIs and partnered with Executive Team to implement data-driven strategies that stabilized and enhanced our products • Created documentation to streamline communications with the Implementations Team to better serve customers after go-live • Worked cross-functionally with Product, Engineering, and Customer Success to drive adoption and reduce churn
• Provided leadership support and coaching to a team of Support Specialists to increase client health and NPS/CSAT • Created and implemented technical trainings and documentation that increased collaboration between Support and Engineers • Established KPIs for Support Team to track success, including FRT and CSAT • Decreased workload on the Engineering Team by training Support Specialists to become self-sufficient in Ruby, Git, and SQL
• Proactively resolved complex issues to ensure candidates and recruiters have the best possible experience while using Jibe's SaaS platform • Partnered with teams of Engineers to build product requests and upgrade existing systems • Created trainings for the Customer Support and Customer Success Teams to increase skill sets
• Navigated complex technical issues while restoring customer’s faith in their products and Apple as a brand • Consistently achieved 100% in NPS customer feedback surveys • Served as a go-to resource for my peers because of my skill in troubleshooting techniques and my ability to build rapport with customers
• Selected to support the Global Retail Training Team in facilitating classroom and on-the-job training for new employees and Technical Specialists • Supported the In-store Team Training Lead in creating a new on-the-job training program for Technical Specialists and Geniuses
• Supported over 40 customers per day experiencing technical issues with iOS devices • Delivered personalized training sessions to help new Apple customers become familiarized with Mac and iOS software
• Analyzing statistics to capitalize on largest opportunities for the main website • Developing a much easier method for customers to shop • Editing social media websites to help increase traffic and sales