Lanie Dikitanan
Member Success Team Lead @Sonic Boom Wellness
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WORK HISTORY
Member Success Team Lead @Sonic Boom Wellness
CA, US
Sonic Boom Wellness is a corporate wellness platform designed to enhance employee engagement, improve workplace culture, and promote healthier lifestyles. The company provides interactive wellness programs that encourage participation through gamification, social challenges, and customizable incentive-based initiatives. Their platform typically includes features like activity tracking, habit-forming challenges, social connectivity, and rewards to drive sustained engagement and positive health outcomes in the workplace- Mentor team of 3- Create reports for Zen Desk tickets- Help team maintain department satisfaction rating above 95%- Handle upper level escalations for members - Ensuring team is hitting KPI- Streamline processes and training to strengthen team performance- Encouraging leadership within team
EDUCATION
Gonzaga University School of Leadership Studies
Master of Arts - MA, Organizational Leadership
Ashford University
Bachelor of Arts - BA, Education
SKILLS
ABOUT LANIE DIKITANAN
As a Member Success Team Lead with over 3 years of experience managing remote support teams and 5 years of remote work expertise, I specialize in transforming customer support operations through strategic leadership, data-driven insights, and process optimization.I’ve led initiatives that elevated team satisfaction ratings from 91% to a consistent 99–100%, reduced response times from 2–3 hours to just 17 minutes, and improved ticket resolution from 4 weeks to 5 days. My approach combines mentoring, cross-functional collaboration, and proactive problem-solving to deliver exceptional member experiences.Key accomplishments include:Overhauling 90+ knowledge base articles and updating 60+ macros for clarity and efficiency.Leading the creation of a 30+ video how-to library to empower users.Collaborating with development and implementation teams to resolve bugs and enhance user experience.Reporting performance metrics to senior leadership and advising on staffing needs.I’m passionate about building empowered, high-performing teams and continuously improving support processes to align with organizational goals.
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