Summary
Overview
Work History
Education
Skills
Pronouns
Proficient In
Affiliations
Timeline
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Becca Kowalski

Amesbury,Massachusetts

Summary

I am a passionate, curious, and creative Customer Support leader with 10+ years of experience. I believe in the value of connection and communication, and build trust with my peers, direct reports, and customers through empathy and active listening. In addition to my professional duties, I have also chaired and served on multiple DEI committees, where I organized, facilitated, and participated in events for LGBTQ+ and neurodivergent employees and allies.

Overview

9
9
years of professional experience

Work History

Manager, Community Support

connectRN
05.2022 - 01.2024
  • Managed team of remote Customer Support Representatives
  • Oversaw the recruitment, training, and development of call center staff to ensure a skilled and motivated team
  • Implemented performance monitoring systems to track individual and team performance
  • Creation, development, and implementation of operational processes
  • Developed and implemented Support QA process, establishing department standards for call quality
  • Implemented streamlined processes that resulted in increased operational efficiency and a reduction in average handling time
  • Achieved Service Level Goals.

Customer Service Manager

medmix Industry
02.2021 - 05.2022
  • Decreased backlog of 500 customer supply chain and logistic-centric inquiries and complaints
  • Developed and provided open-order reports that aided in customer manufacturing timelines
  • Shifted plans swiftly to provide customized procedures to meet RFC and execute shipment within company budget
  • Managed the growth and professional development of six employees across two separate divisions
  • Built a team structure to identify growth by creating a new title that improved team retention by 15%
  • Crafted and sought approval of job descriptions to build the department by 30% based on budget and customer efficiency times
  • Established and personally crafted internal onboarding manuals focusing on SAP transactions that aided in CSR training
  • Partnered with global customer service teams to implement customer satisfaction surveys
  • Worked with SAP controller to streamline open order backlog which resulted in the development of an excel dashboard that optimized the fulfillment process for order allocation
  • Worked with Purchase and Planning teams to forecast customer delivery needs based on available inventory and production schedules.

Technical Account Manager

Amwell
08.2020 - 12.2020
  • Identified support volume trends and recommended best practices based on data and industry standards
  • Prioritized product enhancement requests
  • Aided in the prioritization of sustained releases based on client demand
  • Managed overall status of customer inquiries across the team portfolio
  • Partnered with internal teams to ensure productive solutions were achieved
  • Designed and implemented processes allowing for enhanced monitoring and analysis of customer needs
  • Development of dashboards using Salesforce CRM software identifying VIP support clients
  • Led multi-team audit that resulted in optimized workstream for production implementations based on client demand.

Manager, Customer Support

Amwell
08.2018 - 08.2020
  • Recruited and managed a bi-coastal team of 9 SaaS Support Specialists
  • Developed team structure of DTC and B2B Support Specialists to provide focused support
  • Created and disseminated dashboards using Salesforce CRM software
  • Reviewed, managed the workload of the internal team and tracked progress
  • Anticipated and forecasted internal team needs based on client outputs
  • Managed internal Customer Support processes
  • Conducted audit of all company's customer service training and onboarding materials resulting in reduced onboarding time by 50% for Support Specialists
  • Identified key areas of opportunity and efficiency in existing processes resulting in optimal team preparation during a 700% increase in support volume due to the COVID-19 pandemic
  • Efforts resulted in JD Power award for No
  • 1 in telehealth satisfaction among direct-to-consumer providers
  • Optimized external Enterprise Client Support Management
  • Evaluated existing service processes in place to identify gaps, implement new SOPs to address those gaps and further quantify areas of efficiencies for the company
  • Developed client-specific SOPs to address concerns via monthly CSAT which resulted in requests for Client Support presentations to increase 100% YoY
  • Created materials to directly address client specific installations, report on support metrics, and address any areas of opacity for client stakeholders
  • Nurtured a strong, results focused relationship with call center vendor that resulted in robust training deliverable to address knowledge gaps in workflows, coaching, and improvements in language and tone
  • Oversaw the development of and personally crafted email templates for most common contact reasons
  • Resulted in decreased mean time to resolve by 8%
  • Worked cross-functionally with client services, technical teams, and product to create comprehensive training for broader teams.

Team Lead, Customer Support

America's Test Kitchen
08.2014 - 08.2018
  • Operationalized the support component of Ecommerce sales
  • Wrote all customer facing support resources, including support FAQs
  • Developed post-sale policies based on industry standards
  • Created problem solving guides and materials to onboard new team members and call center representatives
  • Maintained daily and weekly dashboards using ZenDesk reporting software
  • Identified contact trends and analyzed cost
  • Reduced customer contacts 50% YoY.

Education

Bachelor of Arts - Creative Writing

State University of New York At Purchase
05.2010

Skills

  • Complex Problem-Solving
  • Cross-Functional Teamwork
  • Operations Management
  • Staff Development
  • Expectation Setting
  • Verbal and Written Communication
  • Project Management
  • Data Analysis
  • Emotional Intelligence
  • Change Management
  • Process Improvement
  • Quality Assurance

Pronouns

she/they

Proficient In

  • Salesforce
  • Atlassian Suite
  • ZenDesk
  • Tableau
  • Microsoft Suite
  • SAP

Affiliations

  • Yoga
  • Drawing & Painting
  • Playing Guitar
  • Poetry Writing

Timeline

Manager, Community Support

connectRN
05.2022 - 01.2024

Customer Service Manager

medmix Industry
02.2021 - 05.2022

Technical Account Manager

Amwell
08.2020 - 12.2020

Manager, Customer Support

Amwell
08.2018 - 08.2020

Team Lead, Customer Support

America's Test Kitchen
08.2014 - 08.2018

Bachelor of Arts - Creative Writing

State University of New York At Purchase

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Becca Kowalski