Emily Sikich
North Port,FL
Summary
Proactive Customer Support Manager with many years of experience, excelling at developing agents and fostering their growth, while offering continuous education and support. Demonstrated ability to lead cross-functional teams and deliver positive results while maintaining high levels of customer satisfaction in the ever-changing Fintech and SaaS industries.
Overview
1
1
Certification
5
5
years of post-secondary education
11
11
years of professional experience
Work History
Customer Success Manager
Givelify
Indianapolis, Indiana
09.2021 - Current
- Developed and led a Stevie Award winning frontline Customer Support team, providing them with the knowledge and resources they need to best assist customers with top-tier service
- Developed and implemented growth plans for Customer Support team, enhancing team capabilities and service delivery
- Provide continuous enablement training to all frontline agents, for both product and procedural purposes, and for career growth
- Delegated projects to agents while providing direct support and guidance to help agents grow and gain experience.
- Frequently facilitate discovery, research and solution sessions with key stakeholders, in order to introduce or modify both processes and procedures, and also user desired features and functionality in the Givelify app
- Guide places of worship and other nonprofit partners through Givelify platform onboarding, setup, and adoption
- Compiled and delivered KPI reports for individual agents and department, providing insights for performance evaluation and improvement
- Assist cross-functionally with members of engineering, data science, marketing, success, onboarding, verification, banking, and risk on a daily basis, collaborating on projects and initiatives of varying importance
- Conduct weekly enablement sessions with all frontline agents across several departments
- Host monthly 1:1 sessions with each Customer Support agent, as well as ad hoc meetings several times a week
- Create and maintain an internal knowledge base for easy access to answers on frequently asked questions, as well as troubleshooting guides for common experiences in the giving app and analytics studio
- Established collaborative process with engineers for efficient escalation and resolution of reported bugs and technical issues
- Contributed to the training and development of new employees across all departments
- Monitor and manage multiple contact channels, including email ticketing, live chat, and live calls
- Handle client escalation resolutions across all contact channels
- Implemented feedback from customers into product development processes
- Conduct a monthly quality assurance check on calls, emails, and chats for all agents to ensure the company’s four keys are being upheld
- Create business cases for requested tools and resources that would improve efficiency and overall experience both internally and externally
Customer Support Supervisor
Mercola Health Resources
Cape Coral, Florida
12.2015 - 07.2021
- Supervised a large customer support team handling health product orders, returns, and account questions
- Monitored email, phone, and chat queues for timely customer response
- Resolved escalated complaints involving shipping, billing, experience and service issues.
- Trained representatives on Mercola Health Resources service standards, scripts, and product knowledge
- Coached agents on communication skills, empathy, and call handling techniques
- Conducted a monthly review of support cases for quality assurance
- Provided weekly and monthly KPIs for my individual team and whole department
- Calibrated on the quality assurance standards for customer interactions once a quarter
- Updated CRM records with customer notes, resolutions, and follow-up actions
- Assisted engineers with monthly on-site, overnight deployment sessions, acting as quality assurance for new features, fixes, and general website updates
Education
Bachelor of Arts - Art History, Criticism, And Conservation
University of Illinois At Chicago
Chicago, IL 10.2012 - 06.2013
Bachelor of Arts - 2D Design
Eastern Illinois University
Charleston, IL 08.2007 - 06.2011
Skills
- Client onboarding
- KPI analysis
- Quality assurance calibration
- Escalation resolution
- Knowledge base development
- SAAS, Fintech, and startup experience
- Mentoring, development and leadership
Certification
- Successful Team Leadership - The Call Center School, issued Jul 2021
- The Art of Coaching - The Call Center School, issued Jul 2021
- Introduction to Workforce Management - The Call Center School, issued Jul 2021
- HDI Customer Service Representative - HDI, issued Nov 2025
Accomplishments
- Silver Stevie Award: Front-Line Customer Service Team of the Year - awarded Mar 2023
Affiliations
- ExtraLife charity participant
- Tabletop RPG player
- Avid reader
Timeline
Customer Success Manager
Givelify
09.2021 - Current
Customer Support Supervisor
Mercola Health Resources
12.2015 - 07.2021
Bachelor of Arts - Art History, Criticism, And Conservation
University of Illinois At Chicago
10.2012 - 06.2013
Bachelor of Arts - 2D Design
Eastern Illinois University
08.2007 - 06.2011