Joel Kassay
Vice President of Customer Success @Finditparts
Signup · Get unlimited contacts
WORK HISTORY
Vice President of Customer Success @Finditparts
Los Angeles, CA, US
Responsibilities:• Responsible for all post-sale customer interactions, customer health efforts, and strategic relationship management on the leading e-commerce platform serving the heavy duty parts industry, both B2B and B2C• Built multinational teams of in-house and outsourced inside sales, customer success, & support agents, designed to scale in support of rapid growth, from just 10 agents to a Contact Center of more than 100 seats• Implemented Salesforce CRM and Service Cloud as its first enterprise support infrastructureAchievements:• Implemented the company’s first Quality Assurance, LMS, Advanced IVR, & AI Contact Center tools• Drove Contact Center efficiency through process improvements, cross-skilling, and automation tools, with 20% increases in Utilization, Service Level, and First Response Speed–and a 15% reduction in cost per call• Improved CSAT by 22% and NPS by 20% in the first year, and continued improvements thereafter
EDUCATION
Guilford College
Bachelor of Arts (B.A.), English Language and Literature/Letters
Florida Atlantic University
Master of Fine Arts (M.F.A.), Writing
North Mecklenburg Senior High School
International Baccalaureate Diploma, International Baccalaureate
SKILLS
ABOUT JOEL KASSAY
Customer Success executive with more than 20 years’ leadership experience, focused on cost-effective operations that grow returns on investment. Specializing in building teams for scalability by reducing costs while driving expansion revenue. Highlights include: 30% YoY improvement in customer retention; 33% improvement in onboarding time; 40% increase in project profitability; and 20% improvement in NPS.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.