Leah S.
Kings CountyNY
100% Job Success

Customer Experience | Training/Development | Project Management |

Hi there! I have over 7 years experience working in customer and client experience. I've worked hands-on in customer support, managed teams, and strategized and implemented impactful programs and processes for big start-ups to completion. I've highlighted some of my many skills below: *I've worked with clients to scale up their client and customer support and management, both managing high-touch leads from initial contact to close, as well as managing transactional customer requests. *I have implemented and managed project management software (ClickUp, Monday.com, Notion, Asana) for small to medium sized teams in order to streamline internal processes and projects. * I have built and managed teams for both support agents and QA Analysts, and have built quality programs for major brands from the ground up. I have monitored and improved my teams' performance on metrics such as CSAT, Customer Efficiency, and Time to First Response. * I have created training modules, designed and wrote content for internal knowledge bases, and facilitated trainings for classes between 5 and 30 new hires and ongoing agents. * I have been an Admin for Zendesk and manager for Salesforce Service cloud, and have plenty of experience creating SOPs, macros, triggers, and automations. * I have answered 100+ support tickets a day while also managing a busy live chat line. * I have overseen escalations for sensitive cases and emergencies. I'm open to opportunities in Administrative Assistance, Customer Experience, Support Management, Training, and System Implementation/Administration. Human connections with customers and thoughtfully solving issues from start to finish are my number one values, and I thrive on being able to solve problems to support small and large teams! Send me a DM if you want to chat more about your opportunity!
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