Hunter Laifsky

Supported operations for our outsourced partners, covering multiple lines of businesses, and our

outsourced social media support teams.

• Increased our AP/AR product support's CES performance by 19.4% (3.6 to 4.3) over my first 4 months.

• Managed CX standpoint of bank migration for our Invoice2Go products.

• Coordinated with multiple teams to create a quality assurance rubric for social media.

Responsible for enhancing processes, performance and team culture.

• Created dashboards and ticket tracking for several Spend & Expense support roles to identify

performance outliers and training opportunities.

• Overhauled our internal knowledge base for Spend & Expense, managing over 100 internal articles.

• Supported the launch of a new outsourced partner in Guadalajara, Mexico.

White-gloved customer service to our top corporate spenders, rated at 97.5% CSAT.

• Spearheaded the launch of Divvy's premium support team, developing processes around case routing

and case management.

• Created new cross-functional opportunities on how CX supports our top spender CSMs and their clients.

• Revamped how CX contributes data on customer pain points to product teams through the case

disposition library.

Developed a strong understanding of the Divvy product and cultivated the skills to provide a high level of customer service.

Managed all security and reception

operations. Coordinated with Securitas regional operations and Divvy security management to implement a 24/7

expansion of site security coverage.

Took on administrative tasks primarily assisting with in/out-processing soldiers to/from our company.