Anna Garman

• Streamlined executive calendar management, strategically scheduling appointments, prioritizing tasks, and minimizing conflicts to maximize efficiency and ensure smooth day-to-day operations.
• Improved document organization by introducing new systems for maintaining files, archiving outdated records, and ensuring quick and easy retrieval of information to improve workflow and productivity.
• Maintained precise and up-to-date records through meticulous data entry and efficient database management, ensuring quick access to critical company information.
• Provided exceptional customer service, promptly addressing client inquiries, resolving concerns, and fostering long-term relationships to enhance customer happiness and loyalty.
• Ensured confidentiality of sensitive information by consistently adhering to privacy policies to protect company and client data and maintain compliance.

• Coordinated technical support efforts to ensure timely resolution of customer issues.
• Delivered consistent, high-quality support for the Stencil App, including troubleshooting and resolving user issues, while maintaining and updating the Knowledge Base to improve accessibility and self-service resources.
• Handled and resolved PayPal disputes with attention to detail, ensuring compliance with company policies and minimizing financial risk through effective communication and timely resolution.
• Collaborated cross-functionally during the acquisition by Namecheap, ensuring smooth transition for customers, providing strategic support and communication to mitigate disruptions and maintain customer satisfaction.

• Oversaw daily inventory management, strategically placing orders with suppliers to ensure optimal stock levels and timely product availability, while fostering and maintaining strong relationships with vendors to ensure reliability and cost-effectiveness.
• Led and mentored a team of 8, driving performance and fostering a culture of collaboration and accountability, while ensuring exceptional customer service and continuous team development to exceed operational goals.
• Created and executed food safety protocols that met industry standards, while redesigning kitchen workflows to enhance operational efficiency, reduce waste, and streamline food preparation, ultimately improving team productivity and service speed.

• Developed and delivered engaging content for live training events, effectively leading and moderating sessions on the Crowdcast platform to empower users and ensure a smooth learning experience.
• Collaborated cross-functionally with multiple teams to ensure clear communication of user expectations, continuously striving to enhance user experience and implementing improvements based on feedback with a mindset of continuous improvement.
• Trained new team members for sales, support, and success roles as part of a multi-team effort.
• Provided personalized 1:1 support for high-tier users, guiding them in optimizing their use of the platform to address specific needs, driving successful adoption and ensuring their long-term success.
• Contributed weekly insights to product development and engineering teams regarding new features, identifying opportunities for growth and improvement to better serve both users and internal teams, ensuring alignment with customer needs.

• Provided customer support to a diverse portfolio of clients, with a focus on startup SaaS companies, adapting strategies to meet the unique challenges and growth needs of fast-paced, evolving businesses.
• Led and mentored customer support teams, delivering targeted training and ensuring consistent service quality, while fostering a positive, customer-centric culture that drove team success and improved performance.
• Provided multi-channel customer support, primarily via email, with flexibility to offer assistance through chat, phone, and Facebook, ensuring consistent and responsive communication across various platforms.
• Achieved impressive customer support metrics, including:

* 5-hour first-touch response time

* 1-5 minute average handling time

* 90% one-touch ticket resolution rate

* 250 tickets handled per week on average

* 98% customer satisfaction rate, consistently delivering high-quality support and exceeding expectations.

• Quickly identified and resolved customer issues, collaborating with development teams when necessary to address technical challenges, ensuring minimal downtime and a smooth user experience.
• Developed and implemented tailored email support and help desk solutions for diverse clients, utilizing platforms like HelpScout, Desk, and Zendesk to meet the unique needs of each client, including notable names such as ViolaNorbert, Brightroll (acquired by Yahoo), and InterviewCake.