Hannah Denton
Summary
Diligent employee offering 7+ years in customer support and 3+ years in BPO operations. Strong aptitude for effectively driving for results with minimum supervision. Knowledgeable with Salesforce, Regulator, Coda, Workday, Looker, Assembled and several other software solutions. Competent in consistently developing the best customer experience, exceeding quality standards and staying current on product and service updates. Operates as a resilient and servant leader that effortlessly handles ambiguity while evolving through individual performance and setting an example for others to follow.
Overview
5
5
years of professional experience
Work History
Partner Success Specialist
Cash App
Portland, OR
08.2021 - 04.2024
- Participated in high-level related meetings in order to stay up-to-date on current trends within the field.
- Assisted with new tool launches within WFO as a DRI.
- Closely collaborated with vendor management on onboarding both BPO vendors into Workday.
- Successfully supported headcount reduction by 1,750, and geography closure.
- Reviewed and analyzed customer sentiment to provide critical feedback for ongoing service quality improvement.
- Planned and led team meetings to review business results, and communicate new and ongoing priorities. Organized team activities to build camaraderie and foster a pleasant workplace culture.
- Analyzed data from multiple sources to develop insights into key metrics such as QA, AHT, AIT, and Adherence, with the main objective being to stay consistent with our company's operational performance.
- Contributed to developing policies and procedures to ensure consistent delivery of service excellence across all departments.
- Identified and crafted solutions for advocate training gaps.
- Established and maintained meeting cadences with both internal and vendor stakeholders.
- Assisted in developing long-term strategic objectives for the organization.
Customer Success Voice Advocate
Cash App
Portland, OR
11.2020 - 08.2021
- Exceeding key performance indicators with a 90% average QA, 11 minute Average Handle time and 87% conformance
- Responsible for over 1500+ customers receiving Voice calls as system was unable to connect customers to Voice advocates
- Created an extensive strategy to reduce the average handle time by 15 minutes and 10 seconds from two advocates that I mentored within their first 90 days
- Worked as point of contact while balancing core work and kept notes on any issues that arose for my team while my lead was out of office
- Facilitated multiple shadow sessions with executive leadership, in addition to Voice advocates to demonstrate how I effectively handle each case
- Provided support and knowledge to new hires during their first week on production
- Facilitated PII workflow presentations for Voice teams across the channel
- Piloted new verification feature testing a process that simplified how Voice advocates collect PII with a new tool created by CBS
- Developed interactive and informative presentations during team syncs
- Engage teams by relaying process and workflow updates critical to operational excellence in team slack channels
Customer Success Email Advocate
Cash App
Portland, OR
01.2020 - 11.2020
- Provided assistance to customers regarding various system issues, user errors, educational opportunities or security concerns
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Accurately resolved customer inquiries, while creating an impactful experience based on the needs of the customer
- Achieved high quality marks on quality assurance evaluations
- Handled system outages and followed protocol based on guidance from leadership or find productive ways to utilize time
- Resolved, transfered, and escalated customer inquiries on a daily basis, while articulating the voice of Cash
- Collaborated with peers across CCO support to resolve customer related issues and provide the best customer experience
- Became the lead for #voulnteam-pdx
Tasting Room Associate
Soter Vineyards
Carlton, Oregon
06.2019 - 01.2020
- Responsible for pouring, serving food, and educating guests on Soter's commitment to biodynamic farming, and L.I.V.E certified wines
- Maintaied the cleanliness of the tasting room assuring that it is clean and inviting to guests
- Assisted in the warehouse duties of packing and shipping wine to customers
Customer Service
Copy Cats
03.2019 - 06.2019
- Responsible for greeting customers when entering facility, answering phones, and responding to emails
- Adhered to making sure that the store is clean and presentable to customers
- Assisted Customers on taking orders for printing copies and bindery
- Handled in-store payments for orders placed online, and in-store.
Education
Diploma -
Sheridan High School
2015
Skills
- Advanced customer service
- 3 years in BPO operations
- Self-motivation
- Company processes and procedures
- Time management abilities
- High-energy attitude
- Excellent attention to detail
- Active listening
- Inbound and outbound calling
- Knowledgeable in Workday, Assembled, Looker, and Amazon Connect
- Operations Management
References
- Kayle Price - Senior Vendor Management, Cash App (971) 832-0750
- Graham Mandell - Customer Success Operations Lead, Cash App (971) 255-8474
Timeline
Partner Success Specialist
Cash App
08.2021 - 04.2024
Customer Success Voice Advocate
Cash App
11.2020 - 08.2021
Customer Success Email Advocate
Cash App
01.2020 - 11.2020
Tasting Room Associate
Soter Vineyards
06.2019 - 01.2020
Customer Service
Copy Cats
03.2019 - 06.2019
Diploma -
Sheridan High School
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