Andrew Keeley

Operations and Kyc Manager and Data Analyst @Coinzoom

UT, US

I work on accomplishing the Customer Success department\'s quarterly priorities by creating and refining processes and removing obstacles. In my first quarter, I helped raise average satisfaction ratings for my team from 12% the month before I arrived to 54% in my first month and then 80% in my second. It is above 90% today.Led team in achieving a ticket first reply SLA of 15 minutes more than 95% of the time, a chat first reply of 30 seconds more than 90% of the time, and a resolution SLA dependent on priority 90% of the time. I built Domo dashboards connected to our Freshdesk, Microsoft SharePoint, and product data sources that show both agent-level scorecards and manager-level detailed reports and charts. I also created process funnels to better understand our customer base.I built CSAT surveys, new customer surveys, and NPS surveys, and led efforts to interpret our results, improve our NPS score, and contact customers that got stuck during onboarding.I configure and administrate Freshdesk. I took our vanilla Freshdesk instance and transformed it into an organized and automated tool to increase productivity, communication, and both agent and customer ease of use.I built a Freshchat conversation bot with increasingly better deflection rates that also gathers the required information for our chat agents.I migrated our chat experience from Freshchat to Intercom and configured the expereience there.Designed and implemented an aml framework in Sardine.

Brigham Young University Marriott School of Business

Bachelor of Science - BS, Management Information Systems, General

Woodbury School of Business

Master of Business Administration - MBA, Technology Management

Utah Valley University

Associate of Science - AS, College/University Preparatory and Advanced High School/Secondary Diploma Program

Utah County Academy of Sciences

High School Diploma