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Customer Relationship Management
Evaluate and maintain BlueShift ESP interface. Develop and implement email campaigns across 7 different websites. Monitor and analyze performance data for all marketing email campaigns, then develop and execute testing strategies based on that analysis.
Work with multiple departments to execute on launch of new email campaigns. Partner with and support site product teams to ensure OKR's are met on a personal, team, and company level.
Set up and launched customer service operations in Manila, Philippines and Bucharest,Romania in support of new product site launches.
Worked with 3rd party vendors to assure SLA's were met and exceeded. Developed customer service training materials and ran initial training classes.
Gathered customer feedback via surveys and testimonials for use by the Product and Marketing teams. Monitored social media outlets and scheduled social postings via HootSuite.
Managed and responded to BBB and Attorney General complaints before transferring those duties to the legal team. Then supported legal by investigating and providing customer information to respond to complaints.
Operational manager for call center dedicated to answer questions from respondents to the 2010 Census as well as to gathering correct information through outbound calls. Primary functions include managing daily call center operations, working with supervisors to ensure all KPI's are met and exceeded, and ensuring that the center meets its financial targets. Review and resolves issues affecting floor operations, quality and performance objectives.
Helped organized and execute plan to train and deploy 380 agents for launch of program within a 3 week window.
Hired and deployed 9 supervisors and 15 leads to support the Census project.Ensured that center met and exceeded all KPI's to ensure full allocation of award fees.Led efforts to reduce attrition to ensure that project head count was maintained. Mentored and coached supervisors to ensure their teams performance.
Industry Leader in Executive Level Coaching for Individuals; Operational manager for resource support team, dedicated to assisting clients succeed in their purchased program, and new student orientation team, dedicated to welcoming new clients, setting them up for success, and reducing the number of accounts pulled within 3 days of purchase.
Combined three separate support teams into one unified team. Implemented rollout of LivePerson CRM tool. Wrote training materials for use in company training database.Wrote and maintained call scripts for outbound welcome call team. Installed reporting metrics for department while creating a reporting dashboard that was presented to executive management on a monthly basis.