Carroll Graham

Customer Success Manager @Avalara

Denver, CO, US

Avalara is a leader in cloud-based SaaS tax compliance solutions across multiple types of tax.• Transformed call data analysis into actionable insights, leading to the development and delivery of monthly webinars that educated customers and significantly reduced call volume. This initiative surpassed expectations, resulting in better-than-expected outcomes and improving overall customer experience.• Successfully managed and coordinated two teams across different geographical locations, the US and India. Through individual and team meetings, reviewed organizational key performance indicators (KPIs), established individual goals, and devised tailored action plans to drive goal attainment. This hands-on approach fostered a high-performance culture and empowered team members to excel.• Streamlined operations and promoted efficiency by documenting processes and establishing a Standard Operating Procedure (SOP) Library. This initiative ensured consistency, accuracy, and expedited training, enabling the team to onboard new members rapidly and scale operations effectively.

Chaminade University of Honolulu

Marketing Communications