Elizabeth Wendling
Buffalo
Summary
Dedicated Tech/SaaS industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Offering a history of success coordinating and monitoring operations across various departments. Versatile Manager offering 6+ years of overseeing and managing Customer Success operations to meet business objectives. Posses strong knowledge of key decision making under pressure and use sound judgment to positively impact company success. Disciplined forward-thinking Manager with excellent communication and team-building skills. Encouraging Manager and analytical problem-solver. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Senior Manager of Customer Support
SQUIRE
03.2023 - Current
- Lead,coach and mentor a team of 13+ Customer Support Agents, managers and seniors fostering a customer-first culture across the team and innovation in service delivery.
- Conduct weekly one-on-one meetings, ensuring high performance, engagement, and morale.
- Assisted in revamping the QA program resulting in a 85%+ team average MoM.
- Worked with Rev Ops to introduce TTR calculation and the revamp of FCR calculation.
- Maintained a FRT of 2 minutes or less and a CSAT of 90%+ for 12 months.
- Analyze Support KPIs MoM to identify trends to make data-driven recommendations to leadership for resource adjustments, requiring a budget request for new tools.
- Use forecasting data and daily ticket volume to build out team schedules in Sling that ensures proper coverage during all business hours, holidays and unplanned absences.
- Work closely with third-party BPO provider (Hyyer) to manage the execution of outsourced talent, ensuring quality standards and act as a liaison between internal teams and BPO partners.
- Provide Support Leadership with a MoM Executive Summary detailing the Voice of the Customer experience, highlighting top contact drivers and CSAT trends.
- Provide Support Leadership with a MoM MBR, outlining team performance and key initiatives to drive improvements.
- Initiate research and provide justification for new systems and tools such as ServiceCloud, Delighted, Forethought and telephony providers.
Regional Manager of Customer Success
SQUIRE
05.2022 - 03.2023
- Spearheaded the development of the Customer Success Team and established KPI's such as ARPU, NDR, NPS and Churn.
- Led, coached, and mentored a team of 9 Customer Success Managers driving customer satisfaction, retention, and long-term business value through proactive support and relationship management.
- Conduct weekly one-on-one meetings, ensuring high performance, engagement, and morale.
- Assisted with establishing a competitive incentive structure to ensure that customer success efforts were aligned with financial goals, balancing customer satisfaction with profitability.
- Reduced churn from 5% to 2% over six months, resulting in an increase in NDR.
- Increased ARPU by 3% over six months.
- Assisted with the CRM transition to ChurnZero.
- Dedicated time to working closely with Product to further develop our revenue generating features.
Manager of Customer Support
SQUIRE
08.2020 - 05.2022
- Managed, mentored and trained a team of 8 agents to meet department KPI's such as CSAT and Churn.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Monitored support ticket volume per day and coordinated department schedules to maximize coverage during peak hours.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Streamlined the customer support processes for faster resolution times and improved customer experience.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Assisted in execution of adopting new tools such as ServiceCloud and AskNicely.
Customer Support Specialist
SQUIRE
12.2018 - 08.2020
- Handled high volume of inbound email & chat conversations via Intercom, (50+ tickets per day) while developing technical troubleshooting and churn mitigation prevention skills.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Identified trends in customer sentiment and helped management get ahead of large issues.
- Trained new personnel regarding company operations, policies and product.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Business Development Manager
CerMedia LLC
06.2017 - 12.2018
- Performed research to uncover potential target areas, markets and industries.
- Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability with existing clients.
- Promoted products at conferences and trade association meetings.
Senior SEO Specialist
LocalEdge
01.2014 - 06.2017
- Managed and trained team of 10+ team members.
- Guided team members in ongoing keyword discovery, expansion and optimization to increase organic search footprint and drive relevant site traffic.
Education
Bachelor of Arts - Dance
SUNY Fredonia
Fredonia, NY05.2013
Minor - Communications
SUNY Fredonia
Fredonia, NY05.2013
Skills
- Customer-Centric Mindset
- Data-Driven Decision Making
- Project Management
- Talent Development
- Budget Planning
- Goal Setting
- Employee Development & Retention
- Cross-Functional Collaboration
- Negotiation Skills
- Customer Relationship Management
- Territory Management
__________________________
- Salesforce / Service Cloud
- Forethought
- Sling
- Delighted
- ChurnZero
- Asana
- Tableau
- Atlassian JIRA
- G Suite
- Slack
- Zoom
Timeline
Senior Manager of Customer Support
SQUIRE
03.2023 - Current
Regional Manager of Customer Success
SQUIRE
05.2022 - 03.2023
Manager of Customer Support
SQUIRE
08.2020 - 05.2022
Customer Support Specialist
SQUIRE
12.2018 - 08.2020
Business Development Manager
CerMedia LLC
06.2017 - 12.2018
Senior SEO Specialist
LocalEdge
01.2014 - 06.2017
Bachelor of Arts - Dance
SUNY Fredonia
Minor - Communications
SUNY Fredonia
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