HANNA DENBOER
Grand Rapids,MI
Summary
Customer care professional with over 10 years of experience in e-commerce, healthcare, and technology, specializing in enhancing customer interactions and streamlining support processes. Expert in developing knowledge bases and documentation that align with customer needs and improve self-service options. Quick learner of new systems and tools, recognized for a collaborative and empathetic approach to problem-solving.
Overview
3
3
years of professional experience
Work History
Customer Experience Manager | Knowledge Base Strategist
Airdrop Gaming
Holland, MI
01.2024 - Current
- Developed and launched a comprehensive Knowledge Base, improving customer self-service support and reducing common inquiries
- Delivered multi-channel customer service (email, live chat, direct messaging, phone), consistently maintaining a positive customer experience
- Achieved a 4.91/5 average customer service rating, based on post-support store reviews
- Managed order fulfillment, returns, and product shipments, ensuring accurate processing and communication
- Administered backend tools including Shopify and ShipStation to support daily ecommerce operations
- Executed Klaviyo email campaigns, helping to retain customers and drive re-engagement
Knowledge Base & Documentation Consultant
Atlas Headrest
Holland, MI
01.2024 - Current
- Led the planning, delegation, and development of a comprehensive customer-facing Knowledge Base, initially built on Helpjuice and currently migrating to Zoho for improved backend alignment and scalability
- Structured content with user experience in mind to reduce support barriers and lower inbound inquiries by empowering customers with quick, accessible self-service documentation
- Mapped and optimized the headrest manufacturing process flow, producing step-by-step Work Instructions for each production station to improve efficiency and training consistency
Project Manager
Nextpoint Design
Grand Rapids, MI
08.2022 - 12.2023
- Managed multiple concurrent creative and technical projects from planning to delivery, ensuring adherence to timelines and scope
- Created long- and short-term project roadmaps, tracked milestones, and adjusted plans based on evolving resources and stakeholder input
- Delegated tasks via Monday.com, aligning responsibilities with team strengths to drive efficient progress
- Acted as liaison between internal teams, clients, and vendors to maintain alignment and resolve blockers
- Maintained organized documentation, recorded meeting notes, and ensured project assets met design standards and SOW guidelines
Education
B.S. - Allied Health Sciences
Grand Valley State University
Allendale, MI12.2012
Skills
- Customer Relationship Management
- Technical Documentation Skills
- Process Improvement Strategies
- Multi-Channel Communication
- E-commerce Platforms
- Customer Support Platforms
- Knowledge Base creation and maintenance
- Email marketing
- Google Workspace
- Microsoft Office Suite proficiency
- Aligning SLAs with KPIs
- Effective stakeholder communication
- Collaborative teamwork skills
- Applying emotional intelligence in interactions
- Managing order fulfillment and returns processes
Skills
Shopify, ShipStation, Klaviyo, Zoho (KB & Support Desk), Helpjuice, Monday.com, Slack, Google Workspace, MS Office Suite, Knowledge Base Architecture, Work Instructions, Internal & Customer-Facing Guides, Process Mapping, Task Delegation, Email, Phone, & Live Chat Support, SLA & KPI Alignment, Stakeholder Communication, Team Collaboration, Emotional Intelligence, Order Fulfillment & Returns, EDI-Compatible Workflow Knowledge, ERP System Adaptability (e.g., SAP onboarding readiness)
Timeline
Customer Experience Manager | Knowledge Base Strategist
Airdrop Gaming
01.2024 - Current
Knowledge Base & Documentation Consultant
Atlas Headrest
01.2024 - Current
Project Manager
Nextpoint Design
08.2022 - 12.2023
B.S. - Allied Health Sciences
Grand Valley State University
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