Emily Linn

• Led onboarding for Customer Service department's in-house launch, guiding five agent cohorts
• Cross-departmental collaboration, optimizing workflows to achieve business goals
• Developed key tools and resources: Quality Assurance (QA) rubric, Kaizo QA SOP, and multiple Knowledge Base (KB) articles. Provided support by addressing customer reviews and resolving post migration issues following a system upgrade
• Provide daily administrative support including documentation updates, communication routing, and issue tracking.
• Monitor workloads, incoming requests, and deadlines to ensure smooth operational flow.
• Resolved escalations to ensure customer satisfaction and operational efficiency and maintain accurate case notes and records.
• Prepared summaries, updates, and status reports for leadership.
• Promoted to Sr. Lead of CS Operations in August 2024 and developed and maintained SOPs, guides, and training documentation.
• Documented process improvements and tracked operational gaps.
• Managed communication logs for cross-functional issue reporting.
• Supported leadership with documentation organization and workflow planning.

• Started as a Level I advisor and was promoted to Level II in February 2020
• Started as a Mentor and Prescription Check (App) Expert in September 2020
• Promoted to Support Lead in October 2020.
• Promoted to Customer Experience Supervisor in February 2021 and moved to Las Vegas, NV to help start up our West Coast Customer Experience Hub in tandem with our second in house lab.
• Led a team of Customer Experience Advisors (15-24 at a time).

• Ensured that above-and-beyond customer service was delivered at all times through phone, email, live chat, and SMS and made sure that we met our Service Level Agreements (SLAs)

• Monitor daily interactions between Advisors and customers

• Review performance and communicate feedback to Advisors on a regular basis

• Contribute ideas related to how we can improve our service and streamline our processes

• Mastered Internal order management system to ensure team members are efficiently and effectively processing sales orders and maintaining customer relationships
• Channel customer insights into all areas of the business including technology, brand, and product design