Lauren Michelle Smith Ford
Customer Champion & Support Innovator | Leading with Clarity, Empathy, and AI @ Air
- Role
- Customer Support Operations at Air
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Lauren Michelle Smith Ford
At Air, our commitment to operational excellence is reflected in the customer support tools and processes I\'ve developed and enhanced. With proficiency in AI-integrated platforms and a knack for cross-departmental collaboration, the support we provide is not only efficient but also tailored to the unique needs of our users.My journey through various customer-centric roles has culminated in a position where technology and user satisfaction intersect. By implementing innovative chatbots and engaging with our community, our team has elevated the brand experience, ensuring that every interaction with Air resonates with our dedication to delighting customers.
Experience
Customer Support Operations
Jun 2023 — Present · New York, NY, US
In this role, I oversee customer interactions, manage support strategy, and ensure my team effectively handles customer issues and inquiries. I also take on initiatives like product education, documentation for Air\'s help center, process improvements, and cross-functional projects, including integrating AI and chatbot support (Fin), streamlining onboarding experiences, and making product information easy to understand. My role is customer-centric, involves strategic thinking, and requires clear, engaging communication to enhance the customer experience and support Air\'s growth objectives. I excel at it because I am naturally curious and believe in asking questions that elevate the entire team\'s knowledge level.
Education
Fashion Institute of Technology
AS, Fashion Merchandising & Management
2008 — 2009
University of San Francisco
B.A., Performing Arts & Social Justice
2002 — 2006
Skills
- Creative Writer
- Retail
- Nonprofits
- Editing
- Program Development
- Management
- Iwork
- Blogging
- Public Speaking
- Social Networking
- Project Management
- Writing
- Social Media
- Performing Arts
- Teamwork
- Mentoring
- Microsoft Office
- Sales
- Leadership
- Grant Writing
- Event Management
- Newsletters
- Training
- Customer Service
- Higher Education
- Leadership Development
- Community Outreach
- Ilife
- Event Planning
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