Faith Harrell
Wheat Ridge,CO
Summary
Customer Experience and Technical Support Specialist with 10 years of success in tech startups, SaaS, and business operations, recognized as a self-motivated problem-solver with strong multitasking and conflict resolution skills. Committed to enhancing customer satisfaction through clear communication, efficient troubleshooting, and continuous process improvement.
Overview
10
10
years of professional experience
Work History
Customer Experience Team Lead
Banking Xero
10.2022 - Current
- Educated users and partners on banking product functionality and integration with Xero accounting software and Hubdoc.
- Collaborated with technical, product, and content teams to advocate for user experience enhancements.
- Consistently exceeded monthly targets, achieving highest call ratings in US CX Banking team with 4.5-5 CSAT ratings.
- Upskilled across multiple queues to support projects enhancing customer service efficiency and personalization.
Consumer Experience Specialist
Opcity Realty / Realtor.com
03.2018 - 10.2022
- Achieved highest departmental consumer satisfaction score, averaging 114% above team goal.
- Increased customer retention and relationship depth through consistent target outperformance.
- Developed new hire training materials with senior leadership, enhancing team communication skills.
- Led community outreach initiatives for 'From Our Home to Yours' philanthropy team.
Client Success Representative
Opcity Realty / Realtor.com
08.2017 - 03.2018
- Consulted with consumers to match them with suitable real estate professionals based on needs.
- Trialed and advised on various departmental initiatives, awarded for consistent top performance.
- Mastered role requirements, resulting in increased responsibilities and rapid promotion to Consumer Experience Specialist team.
MAX Sales Representative
Yodle Inc. / Web.com
12.2015 - 04.2017
- Developed self-sustaining book of business through extensive prospecting of local and international clients.
- Consistently ranked in top 20% month-over-month for sales performance.
- Created and led mentorship program for new hires, enhancing relationships and support systems.
- Designed and implemented training programs, achieving 75% growth in Sales Development department.
Sales Development Representative
Yodle Inc. / Web.com
04.2015 - 12.2015
- Prospected clients aligned with online marketing model, enhancing engagement and satisfaction levels.
- Consulted clients to identify positioning and decision drivers, connecting them with suitable sales representatives.
- Achieved top revenue production for two consecutive quarters post-initial ramp period.
Skills
- Customer service
- Data analysis
- Software integration
- Project management
- Training development
- Customer relationship management
References
References available upon request.
Timeline
Customer Experience Team Lead
Banking Xero
10.2022 - Current
Consumer Experience Specialist
Opcity Realty / Realtor.com
03.2018 - 10.2022
Client Success Representative
Opcity Realty / Realtor.com
08.2017 - 03.2018
MAX Sales Representative
Yodle Inc. / Web.com
12.2015 - 04.2017
Sales Development Representative
Yodle Inc. / Web.com
04.2015 - 12.2015
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