Jacqueline Lauren Bell
New York
Summary
Customer Experience and Customer Success leader with expertise in SaaS, digital health, and fintech sectors within dynamic startup settings. Demonstrated success in managing end-to-end technical support while fostering strong customer relationships and collaborating across teams. Proficient in CRM systems, technical troubleshooting, and implementing customer feedback for product and process enhancements.
Overview
5
5
years of professional experience
Work History
Customer Support Analyst
Four (Progressive Leasing)
New York
06.2024 - Current
- Served as the primary point of contact for customers, merchants, and internal stakeholders, resolving inquiries related to payment plans, account issues, refunds, disputes, and product usage.
- Investigated and resolved escalated cases including failed transactions, chargebacks, account verification, and identity checks (KYC/AML) while ensuring compliance with financial regulations.
- Collaborated with engineering, product, and risk teams to identify and troubleshoot recurring technical issues, contributing feedback that improved platform reliability and customer experience. Monitored support metrics (response times, resolution rates, NPS/CSAT scores), and used insights to improve workflows and escalate systemic issues. Developed and maintained knowledge base articles, SOPs, and macros to standardize responses and reduce average handling time.
- Partnered with the fraud and compliance team to flag and mitigate suspicious activities, reducing financial exposure, and improving customer trust. Trained new team members on fintech product knowledge, compliance practices, and customer service tools.
- Supported cross-functional projects to enhance self-service tools and streamline support processes.
Senior Customer Experience Specialist
Eko Health
New York
03.2022 - Current
- Own the full lifecycle of inbound customer support tickets across hardware and SaaS products, from initial intake through diagnosis, resolution, and follow up, supporting both enterprise and direct to consumer customers.
- Diagnose and troubleshoot complex technical issues including mobile applications, Bluetooth connectivity, firmware updates, account access, and AI enabled features using structured problem solving and live testing.
- Serve as a primary relationship owner for high value and enterprise customers, maintaining consistent communication during escalations, defects, and ongoing investigations.
- Utilize Zendesk as the primary ticketing platform, managing routing, prioritization, SLAs, internal notes, macros, and escalation workflows to ensure timely and accurate resolution.
- Leverage Salesforce to maintain customer records, track account history, document enterprise relationships, and provide visibility into ongoing issues and renewals.
- Led CX ownership of the Eko+ customer support workflow, aligning subscription lifecycle events with support visibility and escalation paths.
- Integrated RevenueCat subscription data into Zendesk to surface real time plan status, billing history, trial activity, and renewal information directly within support tickets.
- Incorporated Mixpanel product usage and event data into Zendesk, enabling faster issue diagnosis, contextual customer conversations, and proactive support.
- Partner with Product, Engineering, Data, Clinical, and Quality teams to diagnose complex issues, reproduce bugs, define API driven data requirements, and communicate customer impact.
- Act as the CX voice in cross functional discussions, translating customer feedback and support trends into actionable insights that inform product prioritization and roadmap decisions.
- Create and maintain customer facing help center articles, FAQs, troubleshooting guides, and internal SOPs to improve self service support and reduce repeat contact.
- Monitor support metrics including CSAT, response times, and resolution rates, consistently maintaining 92 percent or higher customer satisfaction.
- Support enablement and training efforts by onboarding new team members and sharing best practices for ticket handling, CRM usage, and customer communication standards.
Customer Success Specialist
HiringThing
New York
06.2021 - 01.2022
- Managed onboarding, training, and ongoing relationships for HR SaaS customers.
- Tracked customer health and engagement using CRM platforms.
- Served as liaison between customers and internal technical teams.
- Created onboarding materials and best practice documentation to support adoption and retention.
Education
Nursing Coursework -
Orange County Community College
High School Diploma -
American School
Skills
- Customer Experience Management
- Customer Success
- Reactive Technical Support
- SaaS Troubleshooting
- CRM
- Ticketing Systems
- Zendesk
- Salesforce
- API
- Platform Integrations
- Product Feedback
- Voice of Customer Reporting
- Cross Functional Collaboration
- Startup Environments
- Knowledge Base
- Help Center Content
- Enterprise Account Support
- High Value Account Support
- Bilingual
Languages
- English, Native
- Spanish, B2
Timeline
Customer Support Analyst
Four (Progressive Leasing)
06.2024 - Current
Senior Customer Experience Specialist
Eko Health
03.2022 - Current
Customer Success Specialist
HiringThing
06.2021 - 01.2022
Nursing Coursework -
Orange County Community College
High School Diploma -
American School