Kellie Roop

About Kellie Roop

I build and scale support and customer-facing operations teams with a focus on AI tooling implementation, data-driven decisions, workflow optimization, performance coaching, and customer and employee satisfaction. 12 years of experience in SaaS Operations, Support & Client Services 10 years of experience leading Tier 1 & Tier 2 teams; remote, in-office, offshore teams, white glove & offshore BPO vendor teams Specializing in growing & scaling white-glove customer-facing teams through: hiring training team building performance & professional development leading with empathy while balancing business priorities support strategyDevelop, measure, & report on KPI’s & SLA’s including performance, volume, & stakeholder reportingEfficiency & quality assurance improvement, including issue trends & Voice of the Customer reporting; work cross-functionally with Product, Engineering, Sales, Customer Success, Marketing on business initiatives; C-level leadership communication Tooling & Knowledge Base management, including Zendesk, Salesforce (including ServiceCloud and Agentforce), FreshDesk, Jira, PagerDuty, Dialpad, Notion, Confluence, Statuspage, chatbots, Slack, & Google Suite, Asana, Monday.com, AI tooling & AI deployment; ITIL familiar, HIPAA familiarCan legally live and work in the US and EU.Open to fractional Support work to build out support processes and teams at startups.

Experience

1. Program Support

   WhatsApp

   Mar 2023 — Present

   Managed and created processes for the entire Program Support experience from onboarding to technical & program support for a specialized Global B2B Program; defined L1 & L2 processes, automated internal support workflows, implemented new support ticketing & proprietary AI tooling.Created new hire training, internal knowledge base, & troubleshooting documentation. Successfully transferred Program Support to an offshore BPO team. Advised Support Management on workflow automation, tooling & AI usage for accuracy to enable internal self-service. Advised application engineers on Salesforce instance setup.Advised Product & Engineering as the customer subject matter expert on customer feedback, trends, & risk mitigation insights to influence product changes & deflect support tickets; performed UAT testing for product launches.Owned the refund request process up to following contracts and internal policies.

Education

• Johannes Kepler Universität Linz

  One Semester

• St.Edward's University

  B.A., Global Studies

Skills

• Advertising
• Salesforce.com
• Networking
• Cross
• Facebook Marketing
• Social Networking
• Social Media Marketing
• Training
• Microsoft Excel
• Research
• Client Relations Skills
• Online Marketing
• Social Media
• Cross-Cultural Teams
• Quickbooks
• SEO
• Public Speaking
• Infusionsoft
• Microsoft Office
• Sales
• Customer Service
• Cross-Cultural Competence
• Facebook
• Search Engine Optimization
• Cross-Functional Team Leadership
• Leadership
• Search Engine Optimization (SEO)
• Management
• Team Building
• Organization
• Zendesk
• Spanish