Shadee Wells

• Supported customer onboarding processes to ensure smooth transitions and satisfaction.
• Assisted in resolving customer inquiries through effective communication and problem-solving.
• Managed customer feedback collection to enhance service quality and address concerns.
• Collaborated with cross-functional teams to streamline customer support operations.
• Maintained accurate records of customer interactions in CRM software for tracking purposes.
• Strong understanding of SaaS business models (ARR, MRR, churn, LTV)
• Quickly learns complex software platforms and workflows
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Translates technical features into business value for customers

• Manage and resolve escalated technical support tickets and calls in accordance with defined SLAs, ensuring response and resolution targets are consistently met.
• Troubleshoot, diagnose, and resolve complex issues across SaaS platforms, mobile applications (iOS and Android), integrations, and backend systems.
• Monitor ticket queues, escalation paths, and workload distribution to maintain SLA performance and operational efficiency.
• Support cross-functional projects and initiatives delegated by the department manager, including feature rollouts, app updates, and system enhancements.
• Act as a liaison between Tech Support, Product, and App Development teams by clearly documenting issues, reproducing bugs, and communicating impact and urgency.
• Lead Tech Support quality assurance efforts by establishing performance standards, reviewing ticket interactions, and identifying coaching opportunities.
• Conduct regular one-on-one meetings with Tech Support consultants to provide coaching, performance feedback, and career development guidance.
• Establish measurable performance goals tied to SLA adherence, resolution quality, and customer experience metrics.
• Document coaching sessions, corrective actions, and improvement plans to track progress and ensure accountability.
• Drive continuous improvement by identifying recurring issues, recommending process enhancements, and contributing to product and support workflow optimization.
• Developed training programs for new team members, improving onboarding efficiency and knowledge retention.

Delivered robust customer support, troubleshooting complex issues and providing timely resolutions to maintain optimal network functionality.

• Respond to escalated customer tickets and phone calls in a timely, professional manner to ensure customer satisfaction and issue resolution.
• Troubleshoot, diagnose, and resolve complex technical issues across SaaS platforms, applying advanced problem-solving skills.
• Utilize de-escalation techniques to manage high-priority or frustrated customer situations while maintaining a calm, customer-first approach.
• Collaborate closely with department managers and cross-functional teams to support and execute delegated projects.
• Provide clear, effective communication to customers throughout the resolution process, ensuring transparency and trust.
• Maintain high service standards while balancing urgent escalations and ongoing project work.

• Led quality assurance initiatives to enhance service delivery and customer satisfaction.
• Developed and implemented comprehensive testing strategies to ensure operational excellence.
• Mentored team members in quality standards, fostering a culture of continuous improvement.
• Analyzed performance metrics to identify areas for process optimization and efficiency gains.
• Managed inbound call quality across a team of 60 consultants through ongoing coaching, evaluation, and performance oversight.
• Conducted call monitoring and quality audits to ensure adherence to company quality assurance standards and policies.
• Scheduled and facilitated weekly one-on-one and group coaching sessions to address performance gaps and reinforce best practices.
• Developed and maintained Excel-based tracking and reporting tools to delegate coaching assignments, monitor completion, and measure performance trends.
• Documented weekly quality score improvements and declines to identify patterns and guide targeted coaching efforts.
• Created and issued formal quality write-ups in alignment with company standards and performance management guidelines.
• Designed and led group training sessions for consultants and management to address recurring issues and improve overall team performance.
• Analyzed quality data and call performance metrics to identify operational inefficiencies and areas for improvement.
• Provided real-time support to consultants by assisting on live calls, offering resolution guidance, and managing average handle time to reduce waste.
• Partnered with consultants to create and track SMART goals, conducting follow-ups to ensure progress and accountability.
• Developed training agendas and led onboarding sessions for new consultants joining the team.
• Served as escalation point for supervisor-level customer calls, ensuring effective and professional resolution.

• Conducted outbound follow-up calls in response to negative customer surveys to resolve recurring issues and improve customer satisfaction.
• Managed highly escalated customer situations, identifying solutions that aligned with company policies while meeting customer needs.
• Served as escalation point for supervisor-level calls, ensuring professional handling of complex or sensitive cases.
• Provided real-time floor support by assisting agents with questions, guidance, and issue resolution while actively managing live calls.
• Navigated POS systems and internal support tools efficiently in a fast-paced environment.
• Demonstrated strong decision-making and leadership skills while balancing customer resolution and team support responsibilities.

• Handled high-volume inbound customer calls, assisting with existing orders, account inquiries, and issue resolution.
• De-escalated customer concerns effectively by identifying root causes and delivering timely, customer-focused solutions.
• Utilized CRM systems to track interactions and ensure accurate documentation of customer issues.
• Provided exceptional support in resolving customer inquiries and concerns efficiently.
• Applied critical thinking and problem-solving skills to resolve complex or sensitive customer situations.
• Supported onboarding and training of new agents while maintaining productivity and quality on live customer calls.
• Navigated point-of-sale (POS) systems and multiple internal tools to efficiently manage orders and customer records.
• Demonstrated strong multitasking abilities in a fast-paced call center environment while maintaining professionalism and accuracy.