Jenna Griffis

• Trained, managed, empowered, and inspired a team of Customer Onboarding & Success Experts
• Collaborate dand communicated with the co-founders to strengthen core company values
• Scheduled and conducted one-on-one onboarding calls over screen share with pet care companies across the globe
• Assisted our customers via phone, email and chat to answer their questions, troubleshoot their issues, and ensure they have the best experience possible
• Provided outreach to existing and potential Time To Pet customers to meet their needs and facilitate a strong relationship with our company and product
• Created, tracked and managed KPIs for our Customer Onboarding & Success team
• Worked closely with Product and Development teams to track and manage new product features and improvements
• Wrote special content and record help videos for our customers

As the first hire of the Customer Onboarding Team at Time To Pet, I worked closely with my manager and the co-founder of the company to create an Onboarding Program for our customers. This consisted of conducting hour long Onboarding Calls with new Time To Pet customers over a screen share, and creating and iterating on different processes and standards to create the current Onboarding Call experience our customers have today. I also assisted with creating content for the blog, posted on social media, and provided additional support to our customers over email, phone, and chat as needed. During this time, I had the opportunity to research different Customer Success tools and metrics we could use to track the success and health of our customers in onboarding and beyond. My experiences working closely with our customers also provided feedback that I presented to the Product and Development team to discuss new feature implementation.

At Stitch Fix I was responsible for diagnosing and addressing client disappointment and styling concerns and responding to outreaches via Zendesk. I also had the opportunity to act as a Slack Lead to provide support for fellow Agents to answer questions about assisting our customers. My Senior Role allowed me to spend time creating presentations and facilitating team meetings to discuss opportunities for growth and improvement amongst my colleagues.

Greeted clients as they entered the building and checked them in for counseling
Answered the phone and directed calls to appropriate staff
Assisted with any issues pertaining to appointment times and scheduling
Entered new and returning client information into state database
Compiled end of month billing spreadsheet for STARRY Northern Region
Corresponded with directors and staff across all STARRY offices

Ensured all paperwork sent for database entry was accurate and adheres to STARRY contract standards
Placed orders for office supplies
Assisted counselors and other staff with various organizational tasks
Helped train and direct undergraduate interns and volunteers
Checked office mail and distributed to staff