Kris P.
Manager of Customer Experience @Smedia
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WORK HISTORY
Manager of Customer Experience @Smedia
Lead the Customer Success Team at sMedia. Responsible for the sMedia customer experience. Externally work directly with our customers as one of the key supportive faces of sMedia, and internally work cross-functionally with other customer-facing teams to ensure positive outcomes for sMedia Dealerships. Contribute to the continuous evaluation of sMedia’s products, services and processes to ensure that we deliver consistent results. Champion customers within our organization.
EDUCATION
Computeach College
Certificate, Internet Technical Support Representative
ABOUT KRIS P.
Experience over 20 years of customer-facing experience, with 10 years in management roles. Skills have worked with a number of CRM systems (Zendesk, Salesforce, JIRA, Confluence) Creating and maintaining KPIs, Reporting, Exceptional troubleshooting skills, Team player and self-driven, always looking to learn and help others, Career highlights * Maintained a 98% CSAT at Coconut * I grew a support team from five agents to forty agents.* I lead the migration of all of autoTRADER’s dealer websites from the old 3rd platform to the new in-house platform. We finished the migration early which saved the company.* I created and launched an Internal wiki page for the Support and Admin teams * I became WalkMe certified and created and maintained the customer-facing walkthroughs
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