Elk Grove, California, United States
Customer experience professional with experience across Healthcare, Finance and HR Technology. Currently supporting Benefits Administration and Compliance Operations at Rippling, with a background in customer success and complex issue resolution in highly regulated environments. I enjoy solving problems, improving processes, and working across teams to create better experiences for both customers and the people supporting them.
• Resolved a monthly average of 80 Tier 2 priority escalations while maintaining a 100% QA case evaluation through empathetic communication and facilitating a positive experience for all. • Managed asynchronous customer/vendor timelines by coordinating communication between customers, vendors, and internal teams to ensure smooth project execution. • Conducted a daily average of 30 outbound calls and emails to perform intake, determine project eligibility, and align solutions to internal and external stakeholder needs. • Documented regular project updates in our internal databases, ensuring accurate data integrity and compliance within each local government's standards. • Collaborated cross-functionally with multiple teams, including Product, Risk, Fraud/Compliance, Partner Success, Loan Servicing and Credit Operations.
• Completed a daily average of 50 support tickets by providing comprehensive resolutions while adhering to established service-level agreements. • Partnered with Product, Engineering and Compliance Teams to address API and UI customer inquiries by documenting bug trends, reviewing regular product releases, and attending weekly knowledge share sessions. • Maintained internal process documentation and customer-facing training resources to promote operational consistency and scalability. • Recorded customer feedback and identified intermittent issues, escalating insights to leadership to inform workflow and product improvements.
• Oversaw a team of 5 Account Executives arranging service scheduling and delivery for more than 300 customer accounts, while providing additional support and resolving escalations. • Cultivated strong customer relationships to establish service expectations and timelines through daily and weekly communications via phone, email and video conference. • Assisted our Billing team with auditing customer payments through Stripe to improve accuracy and operational transparency. • Developed and implemented Account Executive Standard Operating Procedures and Key Performance Indicators to track performance and enhance team efficiency.
• Supervised an average of 15 employees during daily cafe operations, focusing on overall customer experience, task efficiency, team collaboration and operational improvement. • Increased customer satisfaction and loyalty by creating an inclusive environment through positive, memorable experiences. • Audited product inventory deliveries and tracked supply levels to maintain profitable levels. • Administered working interviews for potential candidates to determine team and business compatibilities.