Lydia Klein
Nashville,TN
Summary
Dynamic and seasoned professional with extensive experience in customer support management, payroll operations, and strategy development within the SaaS industry. Seeking to apply expertise in leading multi-channel support teams, enhancing customer experience, and driving operational efficiency as the Director of Customer Support and Enablement at Wrapbook.
Overview
11
11
years of professional experience
Work History
Director of Payroll, Customer Engagement Center HR Operations
Marriott
05.2023 - Current
- Reports directly to the Vice President, HR overseeing all payroll functions and initiatives impacting 7000+ global engagement center associates across 21 locations
- Collaborates with Area Directors of Human Resources to deliver HR payroll support services and ensured alignment with broader business objectives
- Manages relationships between CECs, payroll teams, Finance, and other stakeholders to ensure successful payroll processes
- Leads payroll enhancement projects, driving payroll alignment and transformation, working closely with cross-functional teams
- Provides support for payroll-related audits and facilitates ongoing training and development for payroll specialists.
Director of Product Support Operations
Hopin
01.2021 - 05.2023
- Led a multi-channel support team, including internal support and outsourced partners, overseeing product support for multi-brand customers, resulting in phenomenal customer experiences
- Developed and led the Product Support Operations team, comprised of Workforce Management, Quality Assurance, Knowledge Management, Learning & Development, and Voice of the Customer (VOC), focusing on operational efficiency and leveraging insights to inform product development
- Managed 40K+ annual contacts across chat, email, and phone channels, achieving a Live Event CSAT of 90+% across all teams
- Developed and executed product support strategy for the new product, emphasizing automation and self-service resources
- Improved team productivity and maintained support SLOs across multi-brand and channel contacts during peak demand months through workflow analysis and redesign
- Implemented Product Support VoC shadowing sessions to provide real-time customer feedback to product and engineering teams
- Launched Customer Effort Score (CES) survey to understand and address customer effort across support channels.
Director of Global Customer Experience
Eventbrite
07.2020 - 11.2021
- Led the Global CX team, managing +500K annual multi-channel contacts
- Developed and implemented SOPs, L&D programs, and quality programs to support Global CX strategies, focusing on reducing friction in the support experience
- Analyzed performance data, managed team performance, and drove workflow improvements resulting in a 2-minute reduction in average handle time
- Represented Voice of the Customer cross-functionally, analyzing feedback for product improvements
- Developed Quality Assurance feedback program, improving training and onboarding
- Analyzed contact drivers to inform customer onboarding and self-serve content creation.
Senior Manager, Customer Experience
Eventbrite
02.2019 - 07.2020
- Managed the successful integration of Ticketfly Attendee Support into the Eventbrite CX Organization, defining performance expectations and maintaining positive client relationships
- Oversaw North American team expansion to 150+ associates, maintaining operating budget and expenses
- Executed new support strategy and team structure in the post-Covid-19 environment.
Call Center Director
Gaylord Opryland Resort & Convention Center
05.2017 - 02.2019
- Oversaw 2.5 M annual call volume and 8K annual mobile chat contacts
- Implemented new performance scorecard and incentive program, resulting in a 12% increase in revenue goals
- Strategically realigned departmental responsibilities, resulting in a 2% increase in problem resolution.
Operations Manager
Marriott Customer Engagement Center (CEC)
06.2014 - 05.2017
- Account Manager for Gaylord Hotels and 16 Marriott Resort properties, exceeding sales goals
- Developed comprehensive training programs and achieved record sales and customer service levels.
Reservation Sales Manager
Marriott Customer Engagement Center (CEC)
10.2012 - 06.2014
Education
Bachelor of Science - Hospitality And Tourism Management
Purdue University
West Lafayette, IN05.2009
Skills
- Customer Support Management
- Global Payroll Experience
- Team Leadership and Development
- Operational Efficiency Improvement
- Strategic Planning
- Process Optimization
- HR collaboration
- Training and Development
- Performance Management
References
Available upon request
Timeline
Director of Payroll, Customer Engagement Center HR Operations
Marriott
05.2023 - Current
Director of Product Support Operations
Hopin
01.2021 - 05.2023
Director of Global Customer Experience
Eventbrite
07.2020 - 11.2021
Senior Manager, Customer Experience
Eventbrite
02.2019 - 07.2020
Call Center Director
Gaylord Opryland Resort & Convention Center
05.2017 - 02.2019
Operations Manager
Marriott Customer Engagement Center (CEC)
06.2014 - 05.2017
Reservation Sales Manager
Marriott Customer Engagement Center (CEC)
10.2012 - 06.2014
Bachelor of Science - Hospitality And Tourism Management
Purdue University
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