Summary
Overview
Work History
Education
Skills
Relevant Projects
Timeline
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Lacey McKee

Summary

Dedicated and results-driven professional with 5+ years of experience in SaaS Client Services. Known for exceptional written and verbal communication skills, fostering collaborative environments, and maintaining a high level of organization. Proven track record in managing the onboarding process for Customer Care new hires over the past 3 years, contributing to lower attrition rates and a seamless transition into active roles. Eager to apply my skills on a broader scale and advance my career in the role of Client Services Enablement Manager.

Overview

5
5
years of professional experience

Work History

Manager, Customer Care (New Hire Focus)

AppFolio
11.2020 - Current
  • Led and facilitated the onboarding of Customer Care new hires, ensuring a consistent, comprehensive experience with a focus on in-depth product knowledge and skill development for increased capability and confidence upon transitioning to the role
  • Cultivated an inclusive and supportive environment, fostering open communication where no question is trivial
  • Adapted the training program for remote work, ensuring new hires felt connected to the company culture, and employed innovative strategies to enhance engagement in virtual learning
  • Collaborated closely with other teams such as T&E, sharing insights, feedback, and ideas to collectively enhance the support provided to Customer Care Specialists and align the training program with broader organizational goals
  • Evaluated performance data to set clear performance expectations, helping identify suitable candidates for the role and assisting those who weren't a good fit to exit early, contributing to overall team performance improvement
  • Achieved an Employee Net Promoter Score (eNPS) of 9.0 or higher for Employee Engagement consistently, indicating a highly engaged and satisfied team.

Manager, Customer Care

AppFolio
11.2019 - 11.2020
  • Led and supervised a team of Customer Care Representatives, providing guidance, coaching, and mentorship to ensure the delivery of exceptional customer service
  • Conducted regular performance reviews, set performance goals, and provided constructive feedback to team members to optimize their performance and facilitate their growth
  • Communicated critical updates and announcements to the team by distilling complex information into easily to digest Slack posts and/or PowerPoint slides during weekly team meetings.

Customer Care Representative

AppFolio
11.2018 - 11.2019
  • Managed an allocated queue of customer requests in Salesforce, consistently providing timely responses through phone, email, and live chat to address inquiries and resolve issues efficiently
  • Effectively communicated technical information in a clear and understandable manner to help clients optimize their use of the software
  • Consistently achieved and exceeded customer satisfaction targets, receiving positive feedback from clients for exceptional service
  • Maintained a high level of product knowledge, staying up-to-date with AppFolio's software updates and features to better assist customers.

Education

Bachelor of Science -

Texas Christian University
Fort Worth, TX
01.2015

Skills

  • Training and Development
  • Verbal and Written Communication
  • Leadership
  • Collaboration
  • Expectation Setting

Relevant Projects

Customer Care Hub Site

  • Migrated the Customer Care Wiki content and built a Customer Care Hub site, serving as a primary resource for the team and fostering cross-departmental collaboration.

Customer Care Phone Training

  • Developed and delivered tailored training content for Customer Care Specialists, resulting in a 12% increase in phone calls made (Sept vs. Oct) and achieving the highest team CSAT since February 2023.

Timeline

Manager, Customer Care (New Hire Focus)

AppFolio
11.2020 - Current

Manager, Customer Care

AppFolio
11.2019 - 11.2020

Customer Care Representative

AppFolio
11.2018 - 11.2019

Bachelor of Science -

Texas Christian University

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Lacey McKee