Kim Pacy
Customer Support Onboarding Specialist @A2x
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WORK HISTORY
Customer Support Onboarding Specialist @A2x
A2X, New Zealand – Customer Success Onboarding Super Star (Remote) 2/2022 – 12/2023Providing troubleshooting, problem solving, tech support, and ensuring all customers are delighted.• Onboarding Excellence: Lead clients through initial set-up of A2X account, ensuring a successful learning experience. • Knowledge Transfer: Provide prescriptive guidance to ensure customers are well-informed about A2X\'s features, functionality, and best practices to empower them for success. • Partnered with Internal Teams: Collaborated closely with technical teams, peers, and Engineering teams to ensure customer issues were promptly addressed.• Client Engagement: Proactively engage with clients to address their unique needs, challenges, and assist with any questions of the A2X system.• Feedback Loop: Collaborate with cross functional teams to improve the overall customer experience by representing their voice, providing product feedback and recommendations.• Customer Retention: Continuously provided support to customers to drive customer happiness, success, retention, and loyalty. • Relationship Building: Cultivated strong relationships with customers to fully understand their needs and helped them work through challenges by teaching them about A2X, to ensure their success and retention.• Customer Communication: Following-up with clients and internal teams on open issues so that they are confident that attention is focused on them.• Prompt Responses: Actively monitored chat inbox, consistently responding to customers within metrics parameters.• Focused Resolution: Responded to customer-focused questions to provide direct answers and support.• eCommerce: Comprehensive understanding of eCommerce sales platforms, payment types, and sales data processing.
EDUCATION
Lowell High School
Diploma, Business Administration and Management, General
University of Maryland Global Campus
Bachelor’s Degree, Accounting
Daniel Webster College
Bachelor of Science, Non-Profit/Public/Organizational Management
Daniel Webster College
B.S. Organizational Management, Accounting, Organizational Management
University of Maryland Global Campus
Master of Science (M.S.), Health/Health Care Administration/Management
University of Maryland
Bachelor of Science, Accounting
ABOUT KIM PACY
Dynamic professional offering more than 20 years of comprehensive accounting, customer…
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