Yessica Pantoja

● Collaborate on initiatives that focus on identifying and delivering recommendations to drive business performance and operational improvements before product launches

● Manage 6 Customer Success Advocate Leads responsible for customer escalations, job knowledge assistance to tech support, international product support, new product launches and special projects

● Pioneered engagement strategies to reach customers who leave feedback about their experiences with tech support specialists

● Maintain departmental SOP’s to meet department needs and associated compliance requirements

● Resolve customer escalations that require additional support from the CSA Lead.

● Work with Engineering to fix bugs or site errors and proactively communicate messaging to all customer facing teams

● Cross functional collaboration with Product Management and Sales on how to leverage customer suggestions to pipeline future product features

● Assist Product Management on setting KPI’s for an international product launch and help categorize the priorities of features to be included in the Plan of Record

● Participate in various studies with the Human Factors Research team on UX designs for future app enhancements, software updates, and new web applications

● Document customer survey responses and complete follow-up calls as needed to address outstanding complaints

● Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.

● Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Assessed problems and conflicts and resolved independently.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Mentored junior team members for accelerated professional growth and skill development.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Recruited, interviewed and hired employees and joined the mentoring program to promote positive feedback and engagement.
• Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
• Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.

• Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
• Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
• Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
• Evaluated staff performance regularly, providing constructive feedback aimed at continuous improvement in service delivery standards.
• Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.
• Relocated to assist company expansion in the technical support department.
• Managed a group of 25 direct reports consisting of technical support specialists.
• Assisted specialists with troubleshooting questions on live calls and assisted with insulin pump
  data log analysis.
• Conducted monthly one-on-one meetings with specialists to go over metrics, kudos, coaching and
  training.
• Supported the management team by handling escalated customer calls and providing the highest
  level of resolution.
• Worked on special projects in order to help the department become more efficient and organized.
• Assisted in training/coaching new Team Leads on daily tasks, coaching new specialists, handling
  escalations and allowed them to shadow monthly 1- on -1’s.
• Supported the Tandem trainer by overseeing and conducting training of new hires at the Boise
  location, including creating training curriculum and phone call shadowing schedule.
• Reviewed specialist calls and compiled a call scorecard.
• Worked cross-functionally with the global post market surveillance team by ensuring CTS
  Specialists were complying with FDA, ISO audit requirements.
• Assisted in the review and development of a new department intake script database. Piloted the
  scripts by taking inbound calls while using the drafted scripts and suggesting corrections as
  needed.
• Managed specialists’ timecards and PTO requests. Worked with HRBP for specific specialist
  needs.
• Monitored specialists in the phone queue in order to better assist specialists and help improve
  department SLAs.
• Checked in with specialists regularly to ensure their needs were met and to help promote
  employee morale.
• Collaborated with the management team on brainstorming ideas to help boost employee morale.
• Beta tested Tandem’s new mobile app software and provided feedback to research and
  development.
• Participated in leadership training by traveling to the company's national sales meeting.

• Responded to customer inquiries and provided technical assistance over phone and email.
• Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
• Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
• Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
• Tracked progress on open cases and ensure timely follow-ups, diligently documented all interactions with customers in CRM system.
• Assisted new hires with training