Sheena B.

Championed cultural change during company acquisition and maintained stability during a transitionary period. Focused on analyzing processes between the combined team to strategically identify opportunities for alignment across the department of 90+ Individuals. ♦ Created playbooks and procedures to be used across the department ♦ Developed customized leadership training for coaching and resolving internal help requests while delivering personalized coaching to leaders ♦ Collaborated weekly with CEO, executives and key stakeholders across the organization with a main focus on stability, growth, product updates/bugs, and acquisition details ♦ Conducted interviews for internal leaders and external candidates ♦ Collaborated with the CEO on a high-priority project to rapidly train a targeted group of key individuals on the Ease platform ♦ Assisted in adding multiple departments to Zendesk, streamlining workflows ♦ Conducted investigative research with clients to identify opportunities for product enhancements, agent training, and efficiency improvements

Restructured the General Support Department to ensure a high quality customer and agent experience through strategic initiatives, process optimization, and cross department collaboration thus leading to a significant improvement in customer and employee satisfaction, product improvements, and operational efficiency. ♦ Reorganized team structure, roles, responsibilities, salaries, OKRs, KPIs and expectations ♦ Revamped the recruiting, onboarding, new hire and ongoing training program to support a new scalable model allowing the team to grow from 11 to over 40 ♦ Created an internal database with 250+ articles on processes, system usage, technical troubleshooting, and training videos effectively reducing first response times from weeks to hours. ♦ Launched a chat with support service with an above 95% satisfaction rate ♦ Partnered with CTO and Product team on a project to deliver immediate experience improvement and ticket volume reduction by providing 25+ product recommendations that have been successfully implemented leading to a 10% increase in One-Touch resolutions ♦ Launched a quality assurance program focused on excellence in customer service, resulting in a CSAT improvement of over 24% and climbing ♦ Redesigned the Help Center with custom code and design elements in collaboration with Product and Marketing ♦ Facilitated company wide training for ACA

Developed the Premium Support Department from the ground up and cultivated a boutique team focused on providing a well rounded, luxurious, and tailored customer support experience. ♦ Created all internal processes and procedures for the department ♦ Hired, trained, and mentored a team of highly proficient individuals ♦ Maintained SLA's within 98%-100% week over week for each individual client ♦ Led a company wide project to transition 7 platforms into Zendesk within 2-3 months during the busiest season for the company in collaboration with Marketing, Success, Engineering, Product, Operations, IT, Security, and Support. ♦ Hosted a company wide Zendesk training ♦ Created custom ticket routing system with 8+ end points ♦ Functioned as the stand in manager for the General Support Team during the managers 2 month leave of absence overseeing a team of 13 individuals in addition to my direct reports.

Provided consultative insight to client inquiries in the best utilization of the Ease platform via phone/email and consistently exceeded OKR and KPI targets, demonstrating a strong focus on performance metrics. Acted as an internal escalation point for complex questions across the company and a source of truth within the Support department by triaging and approving tickets prior to escalating to engineering for resolution. ♦ Partnered with management to develop and document processes and provided valuable insights on their impact on operational efficiency ♦ Developed over 75 standardized responses to efficiently address common customer queries ♦ Collaborated with Product to develop training materials and courses on upcoming product releases and administrated the LMS system for company content ♦ Served as a Peer leader for the ticket team, supporting team members and fostering a collaborative work environment ♦ Monitored phone queues in real-time to optimize workforce management and improve service delivery. ♦ Led the Fun Committee as President, organizing engaging activities to boost team morale and promote a positive work culture.

Deliver an exceptional fine dining experience to each guest through knowledge of company policy and expectation. ♦ Increase restaurant revenue through suggestive selling ♦ Particularly effective in providing excellence in hospitality services with a honed ability to work in multicultural environments ♦ Ability to be patient under stressful circumstances and maintain pleasant demeanor at all times

Provided a tailored experience ensuring high check averages by suggesting and upselling additional food and beverages to increase restaurant sales and guest satisfaction. ♦ Responsible for training and mentoring new servers ♦ Frequently assisted colleagues during rush periods to facilitate teamwork ♦ Strong rapport with a multitude of guests; one of the most requested servers ♦ Proficient in handling large parties and banquets of 50 plus while still maintaining a high level of quality service

Help customers find merchandise and use point-of sale (POS) system to process transactions. Replenish products and maintain the appearance of the store. Increase revenue by recommending additional merchandise and creating a professional relationship to generate returning customers and boost overall consumer satisfaction. Intake and process pick up orders for Copy and Print and Easy Tech departments. ♦ Promoted three times within less than a year ♦ Adept at learning and retaining information for new departments, products and procedures ♦ Took initiative to find extra tasks when scheduled duties were completed ♦ Recognized for high revenue within Copy and Print department

Aid customers with registration, email creation, DSL physical line signal testing, modem/filter set-up, email, browser, and modem troubleshooting. Interact with other departments to resolve customer issues or supply additional services. Provide technical solutions for internal software. Recommend additional products and services to further benefit customer needs. ♦ Pioneers member (a volunteer group that advocates community service and community outreach within the AT&T family of at companies) ♦ Selected to participate in trial studies for company growth ♦ Promoted to managing business account