Lindsey Pellegrin

• Utilize hybrid-touch model to efficiently manage book of around 800 business accounts.
• Identify accounts requiring proactive engagement for retention strategies.
• Collaborate with Sales to identify upsell opportunities.
• Execute scalable customer education initiatives using webinars, knowledge bases, and onboarding content.
• Develop FAQs and help centers that boost product usage.
• Develop successful playbooks for customer lifecycle journeys.
• Increase engagement at scale with Outreach, Salesforce, WalkMe, Front, and Totango.

• Directed a portfolio of around 60 enterprise accounts totaling $4M in ARR, driving sustained customer satisfaction.
• Produced regular bi-weekly and monthly analytics reviews to identify actionable insights.
• Accurately anticipated renewal outcomes and highlighted potential risks.
• Contributed to expansion pipeline through strategic insights.
• Developed relationships with key decision makers at target accounts in order to increase renewal rates across all accounts managed by the team.

• Delivered front-line technical support for WalkMe’s digital adoption platform across email, chat, and live channels, resolving a wide range of user issues.
• Led real-time troubleshooting sessions via screen share, diagnosing complex technical problems, and ensuring rapid resolution.
• Maintained 100% SLA compliance on all support cases through strong time management and prioritization.
• Consistently exceeded quarterly KPIs for case resolution time, customer satisfaction (CSAT), and team-based performance metrics.

• Developed and maintained customer service standards and SOPs to ensure consistent, high-quality technical support across the team.
• Monitored incoming support tickets daily, prioritized cases by urgency, and ensured timely resolution through active follow-up.
• Conducted weekly team meetings and contributed to individual performance reviews, providing coaching based on metrics and customer feedback.
• Tracked key support metrics, including response times and resolution rates, to identify areas for improvement and optimize team performance.

Technical Support Engineer | WalkMe, January 2019 - January 2020

E-commerce Specialist | Performance Bicycle, January 2018 - January 2019

Merchandising Assistant | Performance Bicycle, January 2017 - January 2018

Marketing Coordinator | OUP, January 2016 - January 2017

Customer Service Representative | OUP, Jan 2015 - Jan 2016

Customer Service Representative | McKesson, Jan 2015 - Dec 2015