Destiny Tupes
Carrollton,TX
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience People Manager
Slack
08.2021 - Current
- Provide personalized and proactive support to agents and our global customers.
- Motivate and empower your entire team to achieve their goals.
- Inspire confidence by setting direction, displaying integrity, and moving toward team goals.
- Collaborate with regional management teams to forecast HR needs, recruit, retain, and support diverse and engaged workforce.
- Develop relationships across entire organization at Slack to advocate for best customer experience possible.
- Manage change effectively using strategies that honor mission and culture of Global Customer Experience Team.
- Be responsible for and drive key metrics that ensure quality of our service.
- Continuously assess and improve customer-facing processes and procedures to streamline operations and enhance customer experience.
- Design and deliver training programs for employees to enhance their customer service skills and knowledge, ensuring they can meet customer expectations.
Payroll/Benefits People Manager
Gusto
08.2019 - 08.2021
- Empowers a top performing team of 10 Customer Service experts in the Payroll/Benefits department to deliver exceptional customer service to small businesses and deliver on key performance metrics
- Engage and partner cross-functionally to improve internal communications, reduce downstream errors and create standardized processes across the organization
- Managed and executed launch of mass email automation launch for 20 case reasons in Salesforce. Across our Customer Engagement department we were able to deflect 3,748 customer cases over three months time, this is a reduction of 937 hours worth of work and equivalent to over 2 FTEs.
- Manage internal knowledge restructure for Benefits department and work with 10+ cross functional partners to scope and implement our new KMS vendor to entire company
- Restructured existing Culture Team Program to provide more diverse and inclusive hiring profiles, organized events, and comprehensive guidelines
- Experienced in triaging, communicating and resolving executive escalated customer interactions
- Served as a hiring manager, responsible for pinpointing staffing requirements, conducting candidate interviews, extending job offers, ensuring adherence to employment regulations, and elevating overall candidate experience.
Benefits Associate Manager
Gusto
09.2018 - 07.2019
- Assist with escalated situations and use problem solving skills to come to a resolution in a timely manner and other complex support issues.
- Analyze and strategize on improving our internal processes to help scale our growing health benefits operations.
- Primary support for advocates, helped solidify SME workflow, and helped advocates strategize and hit their core metrics.
- Help iterate the SME program to make it better & more scalable as our business grows.
- Led multiple project initiatives and led new hire trainings on fundamental benefit skills and knowledge.
Payroll Customer Experience Representative
Gusto
08.2017 - 08.2018
- Continuously problem solving to relieve client pain points based on previous experiences and product knowledge.
- Effectively coach new hires on job specific training including teaching on payroll topics and day to day job responsibilities.
- Provide exceptional customer service by interacting with small business owners via phone, email, and chat to resolve their payroll related inquiries.
- Understand client pain points, communicate their concerns internally, and influence our product.
Education
Bachelor of Science - Business Administration, Human Resources Emphasis
University of Colorado Denver, Business School
Denver, CO05.2017
Skills
- Relationship Building
- Talent Development
- Problem Solving
- Productivity Improvement
- Project Management
- Change Management
Certification
- APHR certified through HRCI - December 2020
- Diversity & Inclusion, eCornell - April 2022
- PMP - Project Management Professional - May 2023
Proficiencies
- Slack, Microsoft Office Suite, G Suite, Salesforce and Zendesk, JIRA, Okta, Trello, Workday and Greenhouse, Prezi, Looker, Tableau, Confluence
Timeline
Customer Experience People Manager
Slack
08.2021 - Current
Payroll/Benefits People Manager
Gusto
08.2019 - 08.2021
Benefits Associate Manager
Gusto
09.2018 - 07.2019
Payroll Customer Experience Representative
Gusto
08.2017 - 08.2018
Bachelor of Science - Business Administration, Human Resources Emphasis
University of Colorado Denver, Business School