Summary
Overview
Work History
Education
Timeline
Generic

Kyle Batten

Los Angeles,CA

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase , operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

10
10
years of professional experience

Work History

Customer Experience Manager

Swimply
07.2022 - Current
  • Helped to create and implement customer service , policies, procedures and metrics
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Delivered projects involving quantitative analysis, operational workflow improvements, and improving the user experience
  • Sourced and implemented an AI chatbot to help reduce the contact rate and increase efficacy
  • Coordinated with cross-functional teams including Data Science, Product, Engineering, and others to prioritize, problem-solve and develop solutions related to safety
  • Established performance and service goals and held associates accountable for individual performance.

Home Manager

Pacaso
05.2021 - 07.2022
  • Managed $65millon property portfolio throughout Southern California
  • Coordinated vendors, maintenance and cleaning staff, so that homes are clean and operational for all owners
  • Used salesforce to track tasks and work orders
  • Primary point of contact for all escalations and owner communication
  • Inspect the work of high-quality local service partners and providers aligned to our owner experience promise & service standards
  • Partnered closely with sales, product, and marketing to align objectives and workflows and provide owner-centric perspective and feedback
  • Promoted a highly collaborative, owner-centric, data-driven

Appeals and Escalations Coordinator

Airbnb
08.2014 - 05.2020
  • Handle complex issues and consult with senior leadership to bring cases to resolution
  • Worked with Zendesk, Salesforce and Jira to track productivity and report issues
  • Collaborate with Shared Services and compile incident reports maintaining a high level of confidentiality while investigations are being performed
  • Master and maintain knowledge of company policies and procedures, being a subject matter expert in Community Support and brand risk
  • Effectively communicate and consult with senior leaders and stakeholders
  • Support the communications team with any related escalations and follow all cases to closure with post-mortem request
  • Advise and mentor new hires and associates by coaching and developing them on company best practices, decision making and policies and procedures
  • Extensive understanding and knowledge of top user issues
  • Facilitated QA for Agents on team
  • Deep dive into NPS and analyzed data from escalated support channels and made recommendations where improvements are needed
  • Collaborate cross functionally to create a sensitive escalation path to partner sites.

Customer Service Lead

Airbnb
03.2017 - 09.2017
  • Facilitated onsite interviews for entry-level to senior leadership positions
  • Created an onboarding strategy and facilitated orientations to introduce new hires to company culture, best practices and policies and procedures
  • Managed daily operations for hourly employees, shift change approvals, and team members’ questions and concerns
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Advocated for the team and partnered with senior leadership to help build and maintain a collaborative work environment.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.

Trip Experience Specialist

Airbnb
05.2013 - 08.2014
  • Coached and mentored peers with product and company knowledge to meet the ever growing demands and fast paced nature of the business
  • Utilize relationship-building skills to be able to build rapport with clients and understand their ideal travel experience
  • Developed strong mediation skills and utilized creative problem-solving
  • Consistently produced above-average NPS scores and was a leader amongst my peers, where I lead with empathy and helped maintain strong team morale.

Account Executive

Airbnb
05.2012 - 05.2013
  • Communicated and developed rapport with hosts across the United States, creating an enthusiastic community and positive client/host experience
  • Conducted outreach, education and engagement sessions to potential new hosts and members of the community
  • Utilized data to strategize and analyze new markets to identify trends and growth opportunities
  • Assisted in coaching and mentoring new hires to assist with their knowledge of the company and product, while providing guidance and mentorship for developing strong partnership and their career development.

Recruiter

Bayside Solutions
01.2012 - 04.2012
  • Conduct daily phone screens and sourcing activities to qualify candidates for specific job requirements
  • Full cycle recruiting from posting to onboarding all candidates
  • Maintain confidentiality while overseeing new hire paperwork and background checks
  • Utilize and implement a hiring strategy around reporting and applicant tracking systems to follow the hiring process in accordance to compliance regulations.

Education

BS - Business Administration

Saint Mary’s College of California

Timeline

Customer Experience Manager

Swimply
07.2022 - Current

Home Manager

Pacaso
05.2021 - 07.2022

Customer Service Lead

Airbnb
03.2017 - 09.2017

Appeals and Escalations Coordinator

Airbnb
08.2014 - 05.2020

Trip Experience Specialist

Airbnb
05.2013 - 08.2014

Account Executive

Airbnb
05.2012 - 05.2013

Recruiter

Bayside Solutions
01.2012 - 04.2012

BS - Business Administration

Saint Mary’s College of California

Similar Profiles

CREATE PROFILE
Kyle Batten