Experience

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  Goji

  Apr 2014 - Mar 2017

  Customer retention manager

  As a Retention Lead, I spearheaded a dedicated team focused on enhancing customer retention through targeted "win-back" initiatives and strategic cross-selling. Our efforts centered on:‣ Performance Analysis: Conducted thorough reviews of outbound calls to identify reasons behind acquisition challenges and retention shortfalls, utilizing root cause analysis for deeper insights.‣ Quality Improvement: Addressed and rectified quality errors, minimizing risk exposure for both client carriers and our company.‣ Strategy Development: Crafted sales strategies, coaching techniques, training materials, and quality assurance standards aimed at elevating customer retention and satisfaction, thereby bolstering long-term business viability and strengthening client relationships.‣ Retention Playbook Creation: Devised a comprehensive policy retention playbook, significantly reducing customer attrition and optimizing sales processes for better efficiency and effectiveness.‣ High Sales Achievement: Achieved an impressive sales volume of 50-60 policies per month, demonstrating exceptional sales prowess.‣ Consultative Sales Approach: Implemented a consultative sales methodology, achieving high conversion rates and securing my status as a top performer in the company.‣ Mentorship: Provided guidance to junior sales agents, enhancing their sales performance, quality of service, and overall customer experience.My leadership not only drove substantial improvements in retention rates but also fostered a culture of excellence and continuous improvement within our team. Show less

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  John t burns insurance agency

  May 2017 - Jan 2018

  Personal lines account manager

  In my capacity as a Personal Lines Account Manager, I oversaw and nurtured a portfolio of both personal and commercial property and casualty insurance policies. Key Responsibilities:‣ Policy Management: Expertly managed policy renewals and engaged in writing and selling new policies, ensuring clients received comprehensive coverage tailored to their needs.‣ Client Support: Streamlined the inspection and claims filing process, providing clients with seamless support during critical times.‣ Consultation: Offered personalized consultations to clients, advising on appropriate coverage options to safeguard their assets effectively.‣ Compliance: Maintained Property & Casualty (P&C) licensing, ensuring strict adherence to all regulatory filing requirements.‣ Business Growth: Drove retention and business expansion through strategic cross-selling initiatives and by fostering a culture of referrals.My focus on client satisfaction, coupled with a commitment to compliance and business development, underscored my tenure in this role. Show less

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  Grubhub

  Aug 2018 - Jul 2023

  Subject Matter Expert for three Lines of Business (LOBs): Direct Enterprise, Direct Starter, and Delivery as a Service. Key Responsibilities:‣ Quality Program Development: Autonomously designed and implemented quality programs aligning operational goals with quality standards, including rubric creation and QA requirement redesign to improve operational efficiency.‣ Agent Coaching & Training: Delivered one-on-one coaching to elite agents and developed diverse training materials, establishing a "Gold Standard" in customer support.‣ Knowledge Management: Acted as the lead contributor and moderator for the internal knowledge base, ensuring accurate and accessible support content.‣ Quality Alignment: Led grading alignment and dispute resolution with offshore partner teams, maintaining strong, communicative relationships.‣Calibration Sessions: Directed calibration sessions with partner and internal QA leadership to standardize quality assessments.Notable Contributions:⁃ SOP Overhaul for Delivery as a Service: Rewrote SOPs to rectify critical errors, reducing escalation volumes by 40%, enhancing CSAT, and lowering attrition.⁃ Training Material Creation: Developed bespoke training materials for a new partner team launch, significantly improving the launch process in collaboration with the Training Department.⁃ Help Center Revitalization: Updated the Restaurant-Facing Help Center, reducing support volume and significantly improving SLA rates.These contributions have markedly improved our customer support experience and operational efficiency, demonstrating my commitment to quality and excellence. Show less Quality assurance for our most intricate lines of business, ensuring exceptional service standards through meticulous weekly grading, calibration with fellow analysts for consistency, and the continuous enhancement of support materials.Key Responsibilities:‣ Performance Analysis: Leveraged agent performance data to uncover trends, pinpointing areas for improvement in performance, resources, and processes.‣Targeted Coaching: Delivered personalized coaching focusing on both subject matter expertise and soft skills enhancement.‣Collaborative Alignment: Partnered with department leaders and analysts, staying abreast of updates and trends to align our efforts.‣Training Integration: Worked closely with the Training Department to synchronize training content with internal resources and quality benchmarks.‣ Knowledge Management: Managed our internal knowledge base on Confluence, updating and curating content to reflect the latest in process improvements, skill-building techniques, and departmental standards.‣ Efficiency Tools: Developed macros to elevate quality and efficiency, ensuring a consistent and engaging communication style that aligns with our brand voice.‣ Proactive Engagement: Actively engaged with agents, providing real-time support via Slack and leading by example through direct involvement in escalations.Notable Contributions:⁃ Innovative Coaching Techniques: My approach to coaching—marked by detailed documentation and clear, effective communication—has been instrumental in enhancing agent performance, as evidenced by comprehensive performance reports and visually interpreted data sets.⁃ Regulatory Compliance Initiative: Identified and addressed a critical gap in outbound call recording disclosures, leading to the implementation of new SOPs that ensured compliance with two-party consent laws, significantly mitigating company risk. Show less At Grubhub, during the launch of strategic Lines of Business (LOBs) like Direct Starter, Direct Enterprise, and Delivery as a Service (DaaS), I was part of a select team tasked with shaping the future of these initiatives. My contribution was pivotal, transcending my role into Quality, where I continued to influence Operations and Strategy, actively engaging in critical discussions with stakeholders and the team. My dual role underscored the power of cross-functional collaboration within our dynamic environment.Key Responsibilities:‣ Led with a deep sense of ownership, driving the vision for DaaS|Direct in alignment with our mission.‣ Fostered cross-departmental partnerships, working with engineering, web design, partner support, and more to enhance our service offerings.‣ Mentored junior agents and led diverse projects, reinforcing our commitment to growth and excellence.Notable Contributions:⁃ Authored SOPs and policies to meet operational demands, meticulously documenting them in our internal Wiki for seamless access and reference.⁃ Designed macros for consistent communication, reinforcing our brand identity.⁃ Innovated support strategies, such as integrating Help Center links in agent signatures, reducing queries and fostering product engagement.⁃ Boosted Direct Starter campaign engagement, enhancing feature recognition and adoption.⁃ Cultivated a high degree of team commitment and enthusiasm for our programs and projects, fostering a culture of ownership and innovation.This journey at Grubhub not only highlighted my role in operational excellence and innovation but also demonstrated the impact of collaborative synergy in driving company success. Show less As a Senior Escalations Specialist, I handled high-level escalations, adeptly resolving a broad spectrum of complex issues for restaurants and customers.Key Responsibilities:‣ Complex Issue Resolution: Investigated and solved intricate problems across merchant support, user support, and technical support domains, including POS and integration errors, billing, UX/UI issues, and app bugs.‣ Software Proficiency: Achieved expert-level proficiency in tools such as Zendesk, Salesforce, and JIRA, alongside foundational SQL and Postman skills.‣ Collaboration with Brand Managers: Worked closely with Technical Brand Managers for merchant onboarding and issue triage.‣ Escalation Management: Excelled in managing Tier 1 and Tier 2 escalations, specializing in emotional de-escalation and complex problem disentanglement.‣ Performance Excellence: Consistently led in production, quality (100% over multiple months), and customer satisfaction (95%+ average).Notable Contributions:⁃ Mentorship: Leveraged deep knowledge and leadership passion to mentor colleagues, focusing on teaching critical and creative problem-solving skills.⁃ Project Involvement: Selected for numerous projects within LevelUp|Grubhub, showcasing adaptability and a wide range of skills.⁃ Queue Management: Achieved and maintained a zero queue, a notable accomplishment in the department.⁃ Training and Relationship Building: Fostered strong relationships with partner teams, enhancing training and collaboration.My tenure not only demonstrated my ability to navigate and resolve complex issues but also my commitment to leadership, mentorship, and operational excellence within Grubhub. 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  • Lead, Quality - Direct & Delivery as a Service

    Nov 2021 - Jul 2023

  • Senior Quality Analyst, Agency

    Nov 2021 - Jun 2023

  • Leader, Organizing Member - Direct & Delivery as a Service (Elite Team)

    Jun 2021 - Nov 2021

  • Escalation Specialist

    Aug 2018 - Nov 2021
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  Mood

  Oct 2023 - May 2024

  As a Senior Lead, I lead 10-15 customer experience (CX) professionals, helping to guide the shift from BPO to in-house service. Promoted to senior role within 30 days due to significant contributions. My key initiatives included:‣ Process Optimization: Developed and refined processes and procedures, enhancing workflow efficiency and team scalability.‣ Policy Revamp: Updated the attendance policy and introduced a new tracking system to improve agent adherence and behavior.‣ Performance Dashboards: Created and managed agent and management performance dashboards using Zendesk Explore, facilitating real-time performance management and employee development.‣Training Material Development: Produced training resources for remote, asynchronous onboarding to support our rapid growth.‣Reporting Automation: Automated report generation, replacing manual tasks with efficient spreadsheet formulas for enhanced productivity.‣Agent Coaching: Conducted individual coaching sessions, boosting performance through goal setting and personal development projects.These efforts streamlined operations, boosted efficiency, and help to create a culture of continuous improvement and development. Show less

  • Senior Lead, Customer Success

    Nov 2023 - May 2024

  • Lead, Customer Success

    Oct 2023 - Nov 2023
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  Vertex inc.

  May 2024 - now

  Quality supervisor, customer support