Hannah Denton
Summary
Experienced professional with over 7 years in customer support and more than 3 years in BPO operations. Proven ability to drive results with minimal supervision, utilizing expertise in Salesforce, Workday, Looker, and other software. Committed to delivering top-tier customer experiences, consistently exceeding quality standards, and staying updated on products and services. Thrives in ambiguous situations as a resilient and servant leader, setting a strong example through performance and adaptability.
Overview
6
6
years of professional experience
Work History
BPO Operations Specialist
Cash App
08.2021 - 04.2024
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully supported headcount reduction by 1,750, and geography closure.
- Reviewed and analyzed customer sentiment to provide critical feedback for ongoing service quality improvement.
- Attended high level 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 ensuring my team stayed consistent with our company's operational performance.
- Contributed to developing policies and procedures to ensure consistent delivery of service excellence across all departments.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Developed and maintained relationships with external vendors and suppliers.
Customer Success Voice Advocate
Cash App
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
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
Assistant Dog Trainer
Top Tier Canine
05.2024 - 12.2024
- Collaborated with fellow trainers to share insights, best practices, and innovative approaches to address common challenges faced by clients.
- Managed challenging cases involving aggression, separation anxiety, or other complex behavioral issues by employing advanced training techniques and working closely with clients to ensure long-term success.
- Facilitated group classes that fostered socialization skills among dogs while teaching basic commands and manners.
- Developed trusting relationships with both dogs and their owners through empathetic listening, clear communication, and genuine dedication to the well-being of each animal in my care.
Tasting Room Associate
Soter Vineyards
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
Sheridan, Oregon2015
Skills
- Team collaboration and leadership
- Customer relationship management
- Multitasking and organization
- Business growth and retention
- CRM tracking
- Project planning and development
- Client relationship building
- Cross-functional communication
References
- Kayle Price - Senior Vendor Management, Cash App (971) 832-0750
- Graham Mandell - Customer Success Operations Lead, Cash App (971) 255-8474
Timeline
Assistant Dog Trainer
Top Tier Canine
05.2024 - 12.2024
BPO Operations 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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