HOLLY OGG
Sebring,USA
Summary
Diverse and empathetic customer support and experience leader with over 7 years of progressive SaaS, customer support, marketing, and operations background, including multi-level leadership roles in high-speed, customer-centric settings. Strong history of developing high-performing remote teams, driving data-driven initiatives to optimize KPIs, and leading scalable projects that drive team growth and customer satisfaction. Competition in handling short-term service excellence and long-term business alignment, conflict resolution with strategic empathy, and cross-functional working to implement customer-first solutions. Proficient in tools like Zendesk, Salesforce, and G Suite, with a desire to drive growth, self-reliance, and operational excellence. Known for building culture-driven teams that deliver world-class support and measurable business outcomes.
Overview
8
8
years of professional experience
Work History
Marketing Director
Guelff Orthodontics
03.2024 - Current
- Developed and executed strategic marketing plans that increased patient engagement and retention, aligning initiatives with broader business growth goals.
- Analyzed marketing performance data to refine campaigns and prioritize resources, leading to a 35% increase in qualified leads quarter over quarter.
- Collaborated cross-functionally with clinical and administrative teams to unify brand messaging and improve the overall patient experience.
- Led rebranding efforts to enhance online presence and brand visibility, including redesigning digital assets and optimizing messaging for key audiences.
- Created content strategies focused on client education and long-term satisfaction, mirroring customer experience best practices.
Director of Customer Service
Lolly's Home Kitchen
03.2023 - 03.2024
- Coached remote customer service team, increasing first-response resolution rate by 47%.
- Designed scalable onboarding and training programs, decreasing new hire ramp-up time by 60%.
- Instituted data-driven performance reviews, enhancing KPIs such as CSAT and response times.
- Managed high-volume support operations, achieving a 97% resolution satisfaction rate.
- Collaborated with marketing and fulfillment teams to identify service gaps and enhance experience.
- Promoted customer-centric culture through collaborative leadership aligned with business objectives.
- Developed internal knowledge bases via Google Workspace, reducing redundant inquiries and boosting autonomy.
Content Manager
Clickfunnels
02.2022 - 03.2023
- Owned contributions to marketing content for strategic partnership with Magnetic Marketing.
- Managed editing and execution of monthly and quarterly newsletters totaling 40,000 words.
- Reached 8,000 readers per month with newsletters on SaaS marketing trends.
- Streamlined content development processes while maintaining brand voice consistency.
- Created marketing plans for eight writers and managed allocation for ad campaign content.
- Collaborated with Marketing, Design, Editing, and Production teams to surpass sales goals monthly.
- Reduced content production time by 60% through process improvements.
Communications + Social Media Manager
Clickfunnels
05.2021 - 10.2021
- Led, developed, and trained a team of 10 passionate community moderators and leaders.
- Implemented the BEEP code (Belief, Expectations, Empowerment, Permission) to address performance issues, celebrate wins, and nurture a team culture of transparency.
- Created the first social media calendar, in alignment with the Marketing team's event calendar, to increase attendance, engagement, and revenue.
- Launched long and short term social media plans and targeted campaigns.
- Curated and scheduled all posts on Instagram, Facebook, and Twitter using the graphics, web pages, and videos supplied by the Marketing team.
- Acted as the brand voice for 7 Facebook communities, and increased response time to comments + inquiries by 150%.
- Pioneered a compelling community user experience within Facebook, Instagram, and Twitter, which yielded a 50% increase in community engagement + a 35% increase in customer approval (measured through ZenDesk and SurveyMonkey).
Senior Data Manager
Clickfunnels
10.2019 - 05.2021
- Led establishment of new Engineering/Development sub department focused on data analysis and product improvement.
- Expanded team from 2 to 6 members, achieving 300% growth.
- Increased CSAT rating by 40% over six months as measured through Intercom, ZenDesk, and Salesforce.
- Spearheaded systems to track customer complaints, reducing system downtime by 18% in first quarter.
- Reduced customer churn by 32%, impacting over 100,000 users within two months according to ChurnZero.
- Decreased monthly operational costs by $1,000 through development of shopping cart and inventory features.
- Pioneered ticketing survey in ZenDesk for categorizing product issues, presenting findings to Engineering monthly.
- Unified multiple departments to drive initiatives enhancing communication, retention, and customer experience.
Customer Support Supervisor
Clickfunnels
11.2018 - 10.2019
- Elevated CSAT scores, accuracy, and agent productivity by 40% within three months through strategic initiatives.
- Led and coached a Support team of 50 members, fostering a culture of personal growth.
- Drove the establishment of the first LIVE Chat team to enhance customer service delivery.
- Implemented structured training and quality assurance programs to boost agent performance.
- Developed customized career paths and roadmaps based on individual competencies for team members.
Support Agent
Clickfunnels
11.2017 - 10.2018
- Resolved 120 tickets daily and 600 weekly using ZenDesk and Intercom.
- Achieved personal CSAT and Quality Assurance score of 100%.
- Exceeded personal, team, and company goals for agents by 38%.
- Collaborated with support and engineering experts to address complex customer issues.
- Mastered multiple software tools and integrations including ZenDesk, Google Suite, and Microsoft Office.
Education
Bachelor of Science - Design/Business Management
Full Sail University
FL05-2016
Skills
- Team leadership and coaching
- SaaS customer support
- Customer experience management
- Onboarding and training
- Data-driven decision making
- Operational process improvement
- Strategic communication
- KPI and SLA management
- Conflict resolution
- Customer advocacy
- Escalation management
- Zendesk proficiency
- Performance analysis
- Cross-functional collaboration
Accomplishments
- National Association of Professional Women- Woman of the Year 2014
Timeline
Marketing Director
Guelff Orthodontics
03.2024 - Current
Director of Customer Service
Lolly's Home Kitchen
03.2023 - 03.2024
Content Manager
Clickfunnels
02.2022 - 03.2023
Communications + Social Media Manager
Clickfunnels
05.2021 - 10.2021
Senior Data Manager
Clickfunnels
10.2019 - 05.2021
Customer Support Supervisor
Clickfunnels
11.2018 - 10.2019
Support Agent
Clickfunnels
11.2017 - 10.2018
Bachelor of Science - Design/Business Management
Full Sail University
Similar Profiles
Meredith MiddlebrooksMeredith Middlebrooks
Treatment Coordinator, Marketing Director & Social Media Manager at Pickett Orthodontics & Bennett OrthodonticsTreatment Coordinator, Marketing Director & Social Media Manager at Pickett Orthodontics & Bennett Orthodontics
Shabna DineshShabna Dinesh
Dental Hygienist at Orthodontics on Berrigan/Orthodontics on StQuentinDental Hygienist at Orthodontics on Berrigan/Orthodontics on StQuentin
Taylore JonesTaylore Jones
Records Coordinator at Lanzetta Orthodontics/TDR OrthodonticsRecords Coordinator at Lanzetta Orthodontics/TDR Orthodontics
Katie BrownKatie Brown
Caretaker, Family Member at Caregiver, Personal LeaveCaretaker, Family Member at Caregiver, Personal Leave
Barbara DobbinsBarbara Dobbins
LPN Field Nurse at Allure Home HealthLPN Field Nurse at Allure Home Health