Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Work Preference
Software
Websites
Timeline
Hi, I’m

Torrey Weisberg

Oroville,CA
Torrey Weisberg

Summary

Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.

Experienced with building and maintaining positive customer relationships. Utilizes effective communication and strategic planning to enhance customer satisfaction. Track record of leading teams to consistently meet and exceed service expectations.

Overview

8
years of professional experience
1
Certification

Work History

Birdy Grey

Customer Experience Manager
03.2021 - 03.2024

Job overview

  • Built the Customer Experience Program at Birdy Grey from the ground up by growing the team from 8 agents up to as many as 154 agents, developing an agent training program, setting and maintaining agent performance targets, building a quality management process, designing cross-functional project management processes, developing customer feedback loops representing the voice of the customer, and creating workforce management and scheduling solutions
  • Reduced Cost Per Contact by 38% while increasing CSAT by 19% by migrating from an onshore BPO to an offshore BPO, developing strong performance management practices for the offshore BPO, and running multiple process optimization projects that increased the rate of one-touch resolution
  • Increased Customer Retention by 9% by performing deep analysis of customer sentiment, changing policies to be more customer-centric, and developing agent tools to provide options and solutions to customers
  • Increased NPS by 11 Points by leading a cross-functional NPS analysis process, identifying areas of improvement via data storytelling, developing action plans, and providing project management support to ensure improvement projects were completed and improved customer experience
  • Reduced Customer Contact Rate by 14% by developing data-gathering processes within the CX ticketing process and collaborating with the Product and Engineering teams to implement customer-centric self-service tools
  • Reduced Agent Handle Time by 32% by developing advanced Zendesk workflows, implementing and managing an internal agent knowledge base of over 500 unique pieces of content, performing regular analysis on time-consuming contact drivers, and optimizing agent processes
  • Maintained 24 Hour Email Response Time and 60 Second Phone Wait Time by building workforce management forecasting, scheduling, and adherence practices from the ground up
  • Coached and developed multiple agent resources into leadership roles, overseeing the development and management of their programs, including the Social Media Support program, Customer Winback Team, Operations back office workflows, Training, and Quality Management
  • Implemented AI practices internally and customer-facing with Zapier and Forethought AI
  • Reduced employee workload by eliminating time-wasting simple tasks
  • Reduced customer contacts by 15% implementing AI to solve simple customer inquiries
  • Established Winback initiative resulting in 90% CSAT and 30% customer revenue retention
  • Reducing customer churn while improving brand image
  • Saved over $180,000 annually implementing return best practices and lost package claims processes
  • Updated customer education and agent macros on how to return items via return partner instead of using more costly mail-in options
  • Established internal processes for customer lost package claims with little to no effort required by customers

ThirdLove

CX Trainer & Quality Lead
04.2017 - 03.2020

Job overview

  • Designed and delivered training programs for groups of 4-26 employees both in-person and virtually, successfully training over 200 employees
  • Collaborated with Team Managers, Quality Managers, and Sales Managers to align training with trends and operational needs
  • Monitored and reported on new hires' competencies to Team Managers for development planning
  • Supported the growth of tenured teammates through continued learning initiatives and skill development
  • Developed and refined training plans, materials, and content delivery to enhance learning outcomes
  • Created and implemented sales training materials for over 120 employees, driving improved sales performance
  • Standardized training methods to address process gaps, including effective manuals, modules, and teaching aids
  • Identified and resolved SOP issues, updating processes and creating instructional videos for remote learners
  • Recommended corrective actions for non-compliance and ensured adherence to company policies
  • Maintained expertise in policies and procedures through quality calibrations and leadership workshops
  • Established training and continued learning programs for part-time employees, monitoring their quality and performance
  • Formulated strategies to boost customer satisfaction scores 15% achieving company objectives
  • Reviewed approximately 130 customer interactions weekly, identifying areas for improvement
  • Provided coaching and mentoring to enhance productivity, accuracy, and service quality
  • Adapted training plans for BPO implementation overseas, ensuring consistency and effectiveness

Lifetouch

Photographer
04.2016 - 03.2017

Job overview

  • Captured high-quality images for in the studio and on-location in various environments for students varying in age from graduating high school seniors to youth soccer leagues
  • Provided professional customer service by effectively solving problems and communicating confidently in high-pressure situations
  • Achieved over $86,000 in sales during a single season (~3 months) of Prestige portrait photography

Education

St. Cloud State University
St. Cloud, MN

Bachelor of Arts from 2D Media Emphasis
12-2014

Skills

  • Customer Experience Leadership
  • Customer Experience Management
  • Project Management
  • Team Performance Management
  • BPO Vendor Management (Awesome OS, NexRep, Morph)
  • Training Strategy & Development
  • ERP Platform (Fulfil)
  • Return System (Happy Returns)
  • Quality Strategy & Management
  • Data Reporting & Analysis
  • Customer Revenue Generation
  • Customer Insights Analysis (NPS, CSAT, CES - Delighted, Stella Connect)
  • AI (Zapier, Forethought AI, Chat GPT)
  • Warehouse Systems (Newgistics, XB)
  • Review Platforms (YOTPO, Stamped)
  • CRM Administration (Zendesk, Kustomer)
  • Social Media Platform (Sprout)
  • Learning Management Systems (Rise, Lessonly)
  • Business Intelligence Platform (Looker)
  • Quality Assurance Tool (Maestro QA)
  • Workforce Management Platform (Assembled)
  • Root-cause analysis
  • Data analytics
  • Customer empathy
  • Voice of customer analysis
  • Cross-functional collaboration
  • Training programs
  • Account management
  • Procedure writing
  • Customer feedback management
  • Performance evaluations
  • Training and onboarding
  • Team recruiting and hiring
  • Business objective analysis
  • Strategic planning
  • Customer retention strategies
  • Creative and innovative
  • Social media platforms
  • Program improvement

Accomplishments

  • Supervised team of over 100 staff members.
  • Documented and resolved targeted root cause analysis which led to customer centric policy updates and increase of CSAT.
  • Achieved increase of 15% SLA by introducing Sprout for social media customer support.
  • Achieved 20% increase of QA scores by introducing MaestroQA for auditing agent tickets.
  • Achieved Make it Happen Company Value Award by completing CRM transition training for over 200 employees in under 2 weeks with accuracy and efficiency.

Certification

  • Thomas A. Stewart and Patricia O'Connell on Designing and Delivering Great Customer Experience - LinkedIn - Issued May 2024
  • Leading and Motivating People with Different Personalities, LinkedIn, Issued May 2024
  • How to Give Feedback People Can Actually Use - LinkedIn, Issued May 2024
  • Empathy for Customer Service Professionals - LinkedIn, Issued May 2024
  • Customer Experience: Journey Mapping - LinkedIn, Issued May 2024
  • "Make it Happen" Company Values & Employee Achievement Award - ThirdLove, Chico, CA - Issued 2019
  • Highest Quality Prestige Portraits - Prestige Portraits by Lifetouch, Chico, CA - Issued 2016
  • Graduated Cum Laude - St. Cloud State University, St. Cloud, MN - Issued 2014
  • 1st Place Juror's Award, 48th Annual Juried Student Exhibition - St. Cloud State University, St. Cloud, MN - Issued 2014
  • Merle Sykora Fine Arts Scholarship - St. Cloud State University, St. Cloud, MN - Issued 2013
  • 1st Degree Black Belt - American Taekwondo Association, Minnetonka, MN - Issued 2004
Availability
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Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

Remote

Important To Me

Flexible work hoursWork from home optionCompany CultureWork-life balanceCareer advancementHealthcare benefitsPaid sick leave401k matchPaid time off

Software

Zendesk

Kustomer

Shopify

Slack

G Suite

MaestroQA

Delighted

Medallia

Happy Returns

Fulfil

Sprout Social

Zapier

Forethought AI

Looker BI

Lessonly (Seismic)

Rise

YOTPO

Stamped

Chat GPT

Newgistics

XB

Assembled

Timeline

Customer Experience Manager

Birdy Grey
03.2021 - 03.2024

CX Trainer & Quality Lead

ThirdLove
04.2017 - 03.2020

Photographer

Lifetouch
04.2016 - 03.2017

St. Cloud State University

Bachelor of Arts from 2D Media Emphasis

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Torrey Weisberg