Larry Haley
Lodi,CA
Summary
- Diligent Senior Product Expert with comprehensive experience and knowledge in Deliverability & Compliance
- Deliverability & Compliance Pod Captain, supporting my entire Klalifornia Love team with all D&C requests
- In-depth experience in email specific Deliverability technical knowledge
- Demonstrating success as a Klaviyo Senior Product Expert, consistently achieving a "Meets & Exceeds" proficiency rating
- Focused and highly efficient, showcasing an impressive record of attaining the highest weekly team ticket metrics
- A team player with a strong drive for cross-collaboration and team-building skills
- Eager to enhance skills, particularly in the area of email Deliverability & Compliance
Overview
17
17
years of professional experience
Work History
Senior Product Expert
Klaviyo
Boston, MA
02.2024 - Current
- Promoted to Senior Product Expert in February 2024, demonstrating expertise in Deliverability & Compliance
- Advanced within the Deliverability & Compliance pod to assume role of Pod Captain, displaying a strong dedication to supporting the team
- Maintained consistently superior UCH metric while ensuring excellent CSAT and OTS rates
- Sustained a steadfast focus on enhancing knowledge of email based Deliverability & Compliance skills
Product Expert
Klaviyo
Boston, MA
11.2021 - 02.2024
- Enhanced expertise in Klaviyo product functionality, specifically focusing on addressing technical issues and providing solutions for Deliverability and Compliance
- Transitioned to a dedicated team in mid-2023, specializing in resolving Deliverability & Compliance technical issues
- Team leading ticket solve rate with excellent CSAT scoring
- Responded to customer inquiries and concerns, consistently surpassing performance benchmarks
- Exemplified a strong commitment to customer satisfaction through attentive problem-solving and tailored resolutions
- Communicated customer feedback to cross-functional teams for enhanced product and service development
- Utilized strong troubleshooting skills to successfully resolve customer problems and ensure high levels of satisfaction
- Managed stressful circumstances with a poised and professional approach, effectively diffusing tension
Marketing Team Manager
HeliDirect, LLC
Middletown, IN
01.2016 - 12.2019
- Coordinated, controlled and edited all outbound email campaigns & automated email flows
- Responsible for development of quality email flows, precision customer targeting, and effective marketing campaigns
- Developed, coordinated and tested specialized referral and marketing based systems for maximum customer accrual and retention
- Specialized in the direct development of high quality content generation for all marketing based systems & strategies
- Coordinated and directed multiple offsite agents in the proper execution of effective marketing strategies
- Proficient in the utilization of Klaviyo marketing software with a certified course completion via DigitalMarketer
Customer Service Representative / Supervisor
HeliDirect, LLC
Middletown, IN
02.2007 - 12.2019
- Maintained excellent customer support in a high tempo work environment for five independent website channels
- Organized and directed multiple remote based team members to maintain excellent levels of service and support
- Developed and refined all external / internal policies & guidelines for customer support team
- Responsible for training new staff members to the highest standards, including testing & refining all customer interface systems
- Provided direct oversight of remote team members relating to effective task management and team coordination
- Diffused customer conflict issues and provided direct oversight & support of customer service team
- Proficient with eCommerce based systems, such as Shopify, Magento, TopShelf, ShipStation, and Zendesk
Technical Writer / Content Development Strategist
HeliDirect, LLC
Middletown, IN
02.2007 - 12.2019
- Development of unique policies, terms & conditions for five independent company websites
- Managed and created highly specific technical data & strategic content for all major product lines
- Independently developed in-depth product support manuals and safety data sheets for all major brands
- Maintained and developed extensive knowledge base data (internally and externally) for streamlined reference & support
- Developed high quality marketing text for all primary branded product lines
- Directly maintained all textual updates for five independent website channels
- Responsible for the creation of in-depth blog support, high quality social media updates, and high demand textual content branding
Education
High School Diploma -
Tokay High School
Lodi, CA09.1998
Skills
- Deliverability and Compliance Pod Captain with over one year of D&C experience
- Experience in Technical Writing, specializing in comprehensive coverage of technical subjects and support
- Highly efficient in deliverability and compliance support, maintaining an average of over 25 UCH
- Highly autonomous, proactive, and motivated to resolve complex issues with excellence in customer support
- Dedicated professional with a perfectionist approach
- A team player dedicated to providing strong support to the group
- Skilled in learning, applying, and adapting to new domains of knowledge and expertise
- Thriving in remote work with a strong emphasis on surpassing metrics
Timeline
Senior Product Expert
Klaviyo
02.2024 - Current
Product Expert
Klaviyo
11.2021 - 02.2024
Marketing Team Manager
HeliDirect, LLC
01.2016 - 12.2019
Customer Service Representative / Supervisor
HeliDirect, LLC
02.2007 - 12.2019
Technical Writer / Content Development Strategist
HeliDirect, LLC
02.2007 - 12.2019
High School Diploma -
Tokay High School