Gwyn Krueger

• Accountable for customer support division within Meetup
• Lead, coach and mentor Meetup’s Community Support leadership team of 5 Customer Support Leads and 2 Senior Managers
• Proactively scale community support team to meet evolving needs of business with relentless focus on resource allocation, quality assurance and customer satisfaction
• Reduce operational cost of support function within Meetup by 85% over 3 years while maintaining productivity KPIs and Q&A metrics
• Accountable for leading support initiatives for high priority and SEV level defects, partnering with Product and Engineering stakeholders to provide SME consultations and respond back to customers with solutions and updates to reported bugs
• Develop ongoing departmental OKRs that elevate Meetup’s company strategies and focus on clear execution progress of OKRs quarter to quarter with team of support leads
• Develop tracking and monitor KPIs that evaluate health of support function within Meetup (Average Response Times, QA evaluations, NPS and CSAT)
• Represent Meetup’s core values to customers through friendly, empathetic, and solutions-focused service
• Build annual models to project workload based on volume capacity and project goals and build appropriate annual staffing plans and budgets
• Report directly to Meetup's CEO
• Sit on Meetup's executive team and inform and collaborate on high level company strategy and OKRs, infusing customer's perspective into big picture strategy
• Collaborate with colleagues across organization to create feedback cycles between Community Experience team, product, marketing, finance, and engineering

● Lead a team of support managers, 15 internal product support specialists and 14 BPO agents, with a focus on providing a high quality, low effort, efficient customer experience to the Meetup community

● Project managed implementation of new CRM, initiating change from Desk to Zendesk and overseeing smooth integration from existing platform to new platform

● Sourced, hired and developed world-class leadership team, elevating the efficiency and quality of the Customer Support Team and creating a strong culture of Employee Engagement

● Launched an BPO partnership resulting in reduced agent cost while maintaining high quality customer support

● Oversaw help center and knowledge base redesign to optimize and empower self-service for global community; launched fully localized help center in 7 languages and continue to innovate and refine to increase self-service opportunities. (30% reduction in ticket volume as result of optimizing HC for self service)

● Strong focus on employee engagement and professional development opportunities for all direct and dotted line reports

● Led team of product experts who are focused on supporting company’s global organizers and members

● Responsible for team’s performance output, professional development, culture, and planning for future growth

● Designed and scaled workflows to scale growth, with attention to improvements around quality and efficiency

● Provided key recommendations for and designed Meetup’s community support processes, policies and product improvements

● Initiated tiered support strategy, building capacity through efficiency

● Addressing and resolving escalated customer service issues delegated directly by Apple Executive Team in Cupertino

● Leading and supporting team of 7 managers and 150+ team members to provide incredible customer experience to thousands of customers daily

● Analyzing Key Performance Indicators, customer feedback, employee feedback to refine strategies around customer and employee experience

● Developed and executed strategies for multiple launches of queue based Genius Bar Customer Service Strategies at both Fifth Ave and SoHo stores resulting in improved customer experience as measured by customer satisfaction surveys (Net Promoter/Medallia)

● Inspired and influenced leaders to build and execute projects and goals designed to drive efficiency while executing an unparalleled customer and employee experience

● Designed and implemented a succession strategy to build bench and develop internal pipeline of candidates interested in pursuing Genius Bar careers

● Served as a mentor manager leading development experiences for future leaders in Apple Retail

● Led and facilitated team meetings regularly

● Articulated vision and purpose in a way that leaves direct reports feeling motivated to achieve

● Responsible for the development, growth and employee experience of a rotating team of 20-35 team members in diverse customer support positions

● Successfully navigated and resolved a diverse array of escalated customer service issues

● Managed and led flagship store to consistently trend and comp year over year

● Developed, promoted and trained associates to leadership positions.

● Led a team of employees (30+) to achieve individual sales goals by driving and exceeding

company Average Ticket Price and Unit Per Transaction goals

● Responsible for the hiring, training, scheduling, development, performance management and staffing

of store

● Provided coaching and direction to store team to achieve operational goals

● Reported directly to BKI CEO

● Restored a culture of accountability and performance within two different stores

● Managed two high volume stores with consistent year over year growth

● Responsible for leading and coordinating district wide talent selection events

● Consistently exceeded sales targets and controllable contribution targets

● Developed and mentored a team of high performing Shift Supervisors and ASMs

● Created schedules using forecasting, trend analysis and labor cost analysis

● Provided coaching and direction to inspire store team to achieve goals

● Identified and addressed trends and opportunities in store performance

● Assisted Store Manager in executing store operations in high volume stores

● Planned, identified, communicated and delegated responsibilities to store employees to ensure

smooth flow of operations and excellent customer experience

● Reviewed key business indicators to determine store success and opportunities

● Provided coaching and direction to motivate team to achieve operational goals