Katie L.

Customer Experience Manager, Product Operations @Evolve

Denver, CO, US

Scaling teams and systems by 3x to improve processes and efficiencies -Establish and monitor efforts to reduce contra revenue by annually -Customer support for tax remittance, chargebacks, ACH payments, and reconciliation requests-System matter expert for Stripe payment system and monitoring accounts -Team development and training for 12 employees, 10 temps, 9 BPO agents -Coaching and development to performance standards and SLAs at or above 80%-Review customer interactions to meet quality standards of 4.5 and above CSAT-Expert resolution of customer escalation interactions-Systematically analyze data to identify objective and key results -Collaboration with security and fraud teams to identify and reduce fraud -Identify and optimize organizational processes -Cross-team collaboration and effective communication with key stakeholders at all levels-Staff scheduling, coverage and compliance -Project management, planning, implementation and administration -Creation of standard operating procedures -Develop new hire training plans, agendas and checklists-Administer team meetings, presentations and trainings -Delegation of work to increase team efficiency -1099-K project amendments and distribution-Knowledge in various state and local tax and STR licensing requirements -Property lien and collections-Identification, investigation, management of special projects related to Salesforce system bugs-Skilled in using systems such as; Calabrio, Stripe, Salesforce, OMNI, Natterbox & Gladly softwareCareer development: V-lookup, Coaching for managers, Successful Leadership courses, inclusion behavior course, salesforce reports. Took on the management of an additional team including learning all new processes in order to support the team.