Layla Wiederkehr
Los Angeles,CA
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
7
7
years of professional experience
Work History
CX Team Lead
Bespoke Post
03.2022 - 08.2024
- Successfully managed a remote team of 12 BPO agents, resulting in a 98% Customer Satisfaction score
- Improved agent workflows through KPI data analysis, enhancing operational efficiency by 15%
- Optimized the CRM system by implementing ticket tagging and routing rules, resulting in a 30% decrease in tickets requiring agent intervention
- Collaborated with the DevOps team to enhance user experience by establishing feedback loops and employing A/B testing, ultimately reducing subscriber churn
- Established a corporate gifting sales channel to offer personalized support to high-value clients, generating over $500,000 in revenue
CX Specialist
Mercari US
06.2021 - 03.2022
- Oversaw over 450 weekly escalations, achieving a consistent 98.75% Customer Satisfaction (CSAT) score
- Identified fraudulent activities, significantly enhancing security and preventing $2 million in counterfeit sales
- Developed and implemented CRM tagging to document and analyze ticket trends, thereby improving platform safety and fostering user trust
- Created tailored macros for frequently occurring ticket types, which led to reduced response times and heightened customer satisfaction scores across the Customer Experience organization
Customer Care Advocate II
Carvana
08.2020 - 06.2021
- Guided over 200 new hires through Carvana's two-week training program using both group and individual methods for smooth integration
- Conducted post-training performance audits to improve training materials, leading to a 10% reduction in turnover
- Provided effective phone support to over 40 customers daily, managing appointments and reviewing legal documents in the 'Sell to Carvana' process
CX Representative
Stance Socks
09.2017 - 04.2020
- Provided seamless omni-channel support while adeptly managing over 2,000 inquiries per week, achieving a customer satisfaction score of 4.8 out of 5
- Onboarded and trained more than 15 seasonal employees each year during peak sales periods, facilitating effective team integration
- Reviewed and responded to customer-submitted live product reviews, ensuring timely and appropriate engagement to address feedback and enhance overall satisfaction
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Skills
- Google Office
- Netsuite
- Gorgias
- Salesforce
- Coaching and Mentoring
- Performance Improvement
- Operations Management
- Product Management
Timeline
CX Team Lead
Bespoke Post
03.2022 - 08.2024
CX Specialist
Mercari US
06.2021 - 03.2022
Customer Care Advocate II
Carvana
08.2020 - 06.2021
CX Representative
Stance Socks
09.2017 - 04.2020
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