Hi, I’m
Kaela Ross
Los Angeles,CA
Summary
Dynamic results-oriented professional skilled in customer journey optimization and AI solutions. Known for expertise in workflow automation, reporting analytics leveraging and customer insights to inform strategic business decisions and enhance overall customer experience.
Skills
Customer Experience Analysis
Zendesk AI / Co-Pilot
AI Optimization
Retention Strategy
Customer Journey Optimization
Workflow Automation
Reporting and Analytics
Email and Live Chat Support
Knowledge Base / Help Center Management
Work History
Happy Head
Customer Experience Analyst (Care Manager)
05.2023 - Current
Job overview
- Reduced customer cancellations by 38% through retention-focused support strategies and improved cancellation flow messaging.
- Collaborated with cross-functional teams to implement process improvements based on customer insights.
- Build and optimize AI dialogue flows, including cancellation and retention journeys, to improve customer experience and reduce churn.
- Conducted in-depth research on customer behavior, informing strategic business decisions.
Bambee
Customer Success Specialist
05.2021 - 06.2022
Job overview
- Developed customer onboarding processes to enhance user experience and satisfaction.
- Utilized SaaS and CRM tools to effectively communicate HR and compliance concepts to non-experts, ensuring clarity and understanding.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
24 Hour Fitness
Customer Service Lead
02.2018 - 06.2020
Job overview
- Promoted within 24 Hour Fitness based on performance, customer service, and operational support capabilities.
- Delivered front-line support in a high-volume environment, assisting 60+ members per day with billing, account questions, membership support, and issue resolution.
- Guided prospective members through membership options and enrollment using a consultative, customer-focused approach.
BadFur LLC
Small Business Owner
04.2014 - 03.2020
Job overview
- Managed day-to-day business operations, customer communications, sales, and overall brand experience for a small business.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Managed end-to-end e-commerce operations, optimizing inventory management and order fulfillment processes.
- Developed and implemented e-commerce strategies to drive online sales growth.
Education
California Pacific UniversityPinole
Bachelor of Science from Business Administration And Management
06-2015
Overview
12
years of professional experience