Overview
Work History
Skills
Timeline
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Kevin Morin

Seattle,WA

Overview

8
8
years of professional experience

Work History

Manager, Customer Support

Klaviyo
Boston, MA
05.2022 - 03.2023
  • Developed and implemented strategies to increase customer satisfaction and loyalty, leading to 90% customer satisfaction scores.
  • Coached, mentored, and trained 11 team members in order to improve their job performance, increasing their daily interactions and maintaining a 94% Interaction Quality Score.
  • Initiated new projects that resulted in increased customer experience across Support, Security, and Privacy departments.
  • Provided leadership during times of organizational change or crisis situations.

Product Expert

Klaviyo
Boston, MA
03.2021 - 05.2022
  • Provided product expertise and technical support to customers via email and chat, maintaining a CSAT score between 95-100%.
  • Mentored peers on professional development goals such as customer communication skills, problem-solving, and de-escalation.

Manager, Innovative Capabilities

C Space, Communispace Corporation
Boston, New York, London, MA, NY, UK
11.2018 - 08.2019
  • Managed 20+ stakeholders of third-party technologies and a combined budget of $250k to help diversify internal research methods.
  • Developed approval process for integration efforts of third-party platforms, after testing from multiple client portfolios, which led to ~25% higher usage post-integration.
  • Consulted with account teams on research approaches and best practices and worked with Product marketing and communications teams to develop and deploy messaging.

Manager, Community Operations & Programming

C Space
Boston, MA
09.2014 - 10.2018
  • Hired, trained, and managed 16 direct reports across the US, EMEA, and APAC.
  • Developed and delivered software and consultant trainings to align with global needs.
  • Consulted with internal stakeholders on best practices for Confirmit, Qualtrics, and Decipher-friendly survey design in order to best achieve high impact insights to amplify the voice of the customer.

Skills

  • Customer Service
  • Strategy & Consulting
  • Survey Design and Programming
  • Performance and Workforce Management
  • Team Leadership
  • Enterprise Support Management
  • Employee Training and Development
  • Cross-Functional Teamwork
  • Complex Problem-Solving
  • Creation and Ownership of Escalation Processes
  • Confirmit, Qualtrics, Decipher
  • Klaviyo, Exact Target, Stripe
  • Zendesk, JIRA
  • JavaScript, HTML, SQL, APIs
  • Shopify, WooCommerce, Magento
  • Tableau, Power BI

Timeline

Manager, Customer Support

Klaviyo
05.2022 - 03.2023

Product Expert

Klaviyo
03.2021 - 05.2022

Manager, Innovative Capabilities

C Space, Communispace Corporation
11.2018 - 08.2019

Manager, Community Operations & Programming

C Space
09.2014 - 10.2018

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Kevin Morin