Bayley Saxon

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Streamlined internal processes for better efficiency in account management tasks.
• Coordinated with product development teams to relay client feedback, influencing future product enhancements.
• Reduced product returns by providing accurate information and solutions to customers in a timely manner.
• Streamlined customer service processes by implementing effective email templates and guidelines.
• Achieved high levels of customer satisfaction through empathetic communication and creative problem-solving skills.
• Boosted brand loyalty with exceptional email support, resulting in repeated business from satisfied customers.
• Demonstrated adaptability by staying informed about updates in company policies or product offerings that impacted customer experiences.

• Conducted in-depth data analysis and insight extraction from company chargeback processes

• Produced process documentation and ensured process adherence across multiple revenue generating departments

• Improved company-wide compliance in coordination with CCPA regulations and amendments.

• Developed and implemented the Quality Assurance Program for all customer facing departments across the org

• Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
• Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
• Mentored and coached team members on QA topics and strategies.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

• Managed and resolved high volume customer emails/phone calls via CRM platforms with a 98% average CSAT score

• Resolved escalated customer product and account challenges through customer retention strategies and solution oriented approach

• Created and conducted internal department trainings, incentive programs, and cross-departmental changes

• Produced time-based subscription plans using customer retention strategies, customized solutions, and through building customer rapport

• Assisted in the development of training materials to ensure consistency in support quality across all customer service department.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Maintained up-to-date knowledge of product and service changes.