Mount Holyoke College

Head of Customer Experience  -  Customer Success  -  CSAT & NPS

At Ecotone, I manage all aspects of our HR systems. Primary responsibilities include recruiting and hiring, payroll management, employee development and enablement, and managing company infrastructure.

Ecotone Renewables

Head of Human Resources

Directed all operations and activities involving customer care services for Daylight’s relaunch of Daylight Grow.. Administered customer support ticketing tools,oversaw customer care delivery metrics, performance reviews, employee incentive programs, change management, and budget.
Delivered remote leadership to a distributed team of 7, including Customer Support, Social Media Specialists, and Onboarding Team members 
Reported directly to the COO, interfaced with Product and Engineering heads to evolve features, and partnered closely with the Design team to build out a unified customer experience.

Daylight

Head of Customer Experience

Under my last role, I directed all operations and activities involving customer care services for the FinTech company. I spearheaded Voice-of-the-Customer initiatives and NPS (Net Promoter Score) programs. I administered CSAT and NPS tooling, enhanced administrative processes, efficiently allocated resources, and promoted industry best practices in customer service quality standards. I also oversaw customer care delivery metrics, staff recruitment, new hire onboarding, performance reviews, employee incentive programs, change management, and budget.

Some of my key achievements and contributions:

◆ Delivered remote leadership to a distributed team of 8, including Customer Support Managers, Agents, and professional services staff.

◆ Ensured CSAT score of over 90% for 3 quarters by incentivizing agents and focusing on proper training and stringent QA.

◆ Sustained NPS above 25 throughout 2022 by developing and implementing an action plan as well as refining NPS collection process to gather relevant and timely data.

◆ Instrumental role in reducing ticket count by over 60% by facilitating the implementation of helpdesk deflection bots.

◆ Reported directly to the CEO, interfaced with Product and Engineering heads to evolve features, and drafted reports for senior leadership on Retention Rate, Customer Utilization, CSAT, and NPS scores.

◆ Envisioned and implemented customer care and helpdesk solutions, operational improvements, and strategic workflows for product feedback.

Alice

Head Of Customer Care

I orchestrated transition to a fully-remote organization. I executed effective people-engagement strategies, enhanced customer experience, resolved grievances, facilitated organic growth opportunities, and motivated team for ensuring high loyalty and retention. I produced monthly and quarterly financial reports as well as oversaw biweekly payroll and parental leave.

Some of my key achievements and contributions:

◆ Governed all non-executive hiring and dismissals for a 55-person team. Administered recruitment lifecycle, including job postings, background checks, H1B/H1B1 visa applications, and screening interviews.

◆ Led DEI surveying and initiatives, ensured SOC2 and HIPAA compliance, conducted anti-harassment and security trainings, and oversaw multiple large-scale product pivots and company upsizing/downsizing.

◆ Administered Google for Business licenses, hardware security, and IT hardware/software requisitions.

Manager of People Success

I hired, trained, and led a team of 4 support agents. I monitored latest industry trends, enforced service policies and standards, and defined team goals. I oversaw customer escalations and delivered detailed information about the products and services.

Some of my key achievements and contributions:

◆ Established a companywide “Voice of the Customer” program, with training module for new hires, for communicating customer needs and expectations to everyone within the company.

◆ Directed Zendesk setup and configuration, reported on support Customer Satisfaction (CSAT) and ticket breakdowns across product areas, and conducted quality analysis and training for support agents.

◆ Designed helpdesk workflows and slashed ticket volume by over 50% by implementing Zendesk best practices.

Team Lead/Customer Support Specialist

◆ Oversaw post-implementation support for end-users and B2B e-commerce clients. Upsold additional tools and professional services.

◆ Addressed user needs by developing help center content. Established Zendesk workflows to increase efficiency.

Handshake Corp.

Technical Support Specialist

Skills: Communication · Customer Support · Customer Experience · Customer Advocacy

Intrigma Inc.

Customer Success Coach

◆ Executed all levels of post-implementation support for end-users and B2B applicant tracking system clients.

◆ Ensured top-notch customer service by empowering the support team with tools, processes, and documentation.

SmartRecruiters

Customer Support Agent and Internal Enablement Specialist

Evaluated French-language content for various Google social products. Wrote internal documentation and training materials for various team processes.

Milestone Technologies, Inc.

French-Language Content Evaluator for Google

Provided technical support to end-users of Google Drive. Acted as SME and Tier 2 support for a team of 20+ people, handling case escalations, process questions, and internal training.

Google Drive Support Vendor

Provided technical support to end-users of Google Drive.

Indosys Corporation

Google Drive Support Contractor

Provided implementation training and technical support for end-users of our software programs.

Thoughtful Systems

Support and Implementation Specialist

Performed scripted and ad-hoc quality assurance testing using TestTrack in preparation for a new software release.

TaskStream

Quality Assurance Software Tester

Supported end-users of an educational portfolio system, using SalesForce for customer relations management.

Mentoring Services Associate

Maintained and updated company website and provided customer service, using NetSuite CRM software.

One Day University

Customer Service Rep/Web Tech

Provided sound and light support for college events, including concerts, lectures, and film screenings.

Charlie Byrd