Alicia Kline

• Spearheaded a test to address a top company and customer operations pain point which resulted in a 7.8K ticket deflection to customer operations and drove $132K revenue + $8.2K operational savings
• Built out an in-product customer resolution process that improved user experience for 38K users, deflected 3.7K tickets to customer operations, and saved over 10K in operational costs
• Gather data from correspondences with the community to help monitor platform performance and specific product feature performance to help support Product with proactively adjusting strategies and maintaining a below 5% dissatisfaction rate for all users impacted by tests and releases
• Effectively create detailed response plans for the Customer Operations team to manage incoming user interactions and ensure the highest level of efficiency - which has resulted in an avg ticket handling time reduction from 5min to 1min

• Ensured customers are realizing value of the product and services, and owning ongoing proactive engagement to ensure they are achieving business goals
• Helped improve team workflows that contribute to the success of onboarding, adoption of marketplace features, and churn prevention
• Responded to customer requests (specifically VIP users and escalations) through various support channels, such as email, phone and text messaging and follow through to resolutions timely and accurately
• Advocated for our customer needs and sharing feedback cross-departmentally
• Collaborated with marketing and created communication material: from blog posts to email announcements to in-product copy.

• Offered exemplary customer service to high-level clients, which helped build lasting relationships and secured new travel assignments.
• Leveraged trends in customer industries and marketplaces to shape solutions and approaches for the company.
• Achieved top satisfaction, retention and referral rankings on a consistent basis.

• Created fun and engaging marketing initiatives to drive web traffic, brand awareness, and increase customer retention
• Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
• Lead an initiative to improve online review sentiment from 2.5 stars to 4.5/5 stars across multiple review platforms through third party negotiations and partnerships
• Developed the overall voice of the company to our community, and worked on an initiative that drove historical engagement rates and revenue

• Developed daily, weekly, and monthly eCommerce reporting of website metrics, conversion analysis, and revenue predictions to identify trends and improve effectiveness of marketing programs.
• Assisted in the creation and maintenance of online marketing campaigns including paid search, email marketing, banner advertising, and affiliate programs
• Assisted in the creation of web content, including product descriptions, homepage promotions, site banner advertising, and informational content
  

Social Media Account Manager

• Developed and managed measurable social media campaigns that inspire brand-consumer engagement and influenced action by identify opportunities to enhance the users experience through Facebook, Twitter, and blog content