Danai Miller

Service Account Manager May 2023 - July 2024

• Owned onboarding and activation for 150+ high-value TikTok Shop sellers, guiding merchants from implementation through adoption and measurable success outcomes across the platform.
• Served as primary advisor and escalation point for VIP merchants, proactively educating sellers on platform policies and operational best practices, contributing to an 80% reduction in enforcement risk across managed accounts.
• Partnered cross-functionally with Sales, Product, Policy, and Engineering to remove technical blockers, resolve escalations, and improve merchant experience across the TikTok Shop ecosystem.
• Implemented and optimized AI-powered chatbot and automated ticketing workflows, reducing manual support volume by ~35% and improving response speed for merchant inquiries.
• Configured routing logic, knowledge flows, and automation triggers within the AI ticketing system, increasing first-response resolution rates and reducing escalation volume.
• Increased operational efficiency by 30% through CRM workflow automation and support process improvements, enabling faster merchant onboarding and issue resolution.

Team Trainer (Service Account Manager Program) July 2024 - Sept 2025

• Selected as team trainer for the SAM program, delivering onboarding and enablement programs for support teams across 3 global BPO sites.
• Led live product trainings, feature walkthroughs, and operational workshops supporting 70+ Service Account Managers and support agents.
• Built scalable training playbooks, SOPs, and onboarding documentation used to standardize workflows and reduce new-hire ramp time from 4 weeks to 2 weeks.
• Designed knowledge-transfer programs for BPO teams, improving support consistency and accelerating agent readiness across distributed teams.
• Delivered ongoing enablement sessions on AI support tools and merchant workflows, increasing internal adoption of automation and improving support efficiency.

• Provided technical onboarding and consultative support for SaaS customers via chat, phone, and email
• Diagnosed integration issues and guided customers through platform configuration and best practices
• Configured and launched AI chatbot experiences for clients to automate common support inquiries and improve self-service adoption
• Increased successful implementation rates by 24% by proactively identifying risks and recommending optimized workflows
• Maintained 100% CSAT through first-contact resolution and clear communication
• Trained new team members on tools, systems, and customer success methodologies

• Developed engaging video and live stream content audiences
• Scaled engagement by 150% through analytics-driven focus on content
• Edited video clips using Adobe Premiere for social media platforms, optimizing for audience reach
• Managed brand partnerships with Rockstar, Ubisoft, Mionix, Discord, and Streamlabs through growing audience engagement
• Curated community interactions to enhance viewer engagement and retention

• Educated clients on insurance products and coverage options
• Assisted clients with policy selection and applications
• Maintained accurate records in the customer management system.
• Conducted regular policy reviews to ensure adequate coverage.
• Supported CRM adoption and workflow redesign

• Assisted clients with account inquiries and transaction requests efficiently
• Educated customers on banking products and services to enhance understanding
• Reduced branch wait times by 30% through demonstrations of digital and self-service options
• Collaborated with team members to streamline banking operations effectively