Creator Success and Tech Support Specialist
Dunia M.
As a Creator Success Specialist, I played a crucial role in Stan's company mission by overseeing and managing our customer support operations. I was responsible for providing excellent, white glove service to our creators, identifying trends in creator pain-points and requests and relaying this back to our internal product team, and focusing on creating systems to scale our Support team!
During my time with Stan, I was able to successfully:
Serve as the primary point of contact for escalated customer inquiries or complaints, effectively resolving issues in a timely and satisfactory manner.
- Acted as the main contact for escalated customer issues, demonstrating strong problem-solving skills and ensuring prompt resolution.
- Achieved a 95% customer issue resolution rate within the designated timeframe.
- Booked 1:1 Support and Success strategy calls with Creators to strategize their business goals and resolve technical support issues
Collaborate with cross-functional teams, such as product management and engineering, to communicate customer feedback and identify areas for improvement.
- Worked closely with product management and engineering teams to provide insights from customer feedback, leading to the implementation of product enhancements and bug fixes.
- Facilitated effective communication channels between customer support and other departments, resulting in improved cross-functional collaboration.
Monitor customer support metrics, including response times, resolution rates, customer satisfaction scores, and other key performance indicators (KPIs).
- Implemented a comprehensive tracking system to monitor key support metrics, enabling data-driven decision-making and performance evaluation.
- Consistently achieved and exceeded KPI targets, including maintaining a 90% customer satisfaction score and exceeded closing 10,000+ tickets in 1 year.
Analyze customer support data and trends to identify patterns, recommend process improvements, and drive customer-centric initiatives.
- Conducted in-depth analysis of customer support data, identifying pain points and trends to propose process improvements and enhance the customer experience.
- Introduced a proactive customer engagement strategy based on data analysis, resulting in a 35% reduction in customer complaints.
Stay up to date with industry trends, best practices, and emerging technologies in the creator economy to continuously enhance the customer support experience.
- Actively researched and kept abreast of industry trends and emerging technologies, ensuring the application of best practices in customer support operations.
- Developed and implemented new tools and techniques to streamline support processes and improve customer satisfaction.
Foster a positive and collaborative work environment within the customer support team, promoting knowledge sharing and continuous learning.
- Cultivated a positive team culture through effective communication, recognition of achievements, and fostering a supportive and inclusive environment.
- Organized regular team knowledge sharing sessions, enhancing collaboration and continuous learning among support agents.
Develop and maintain customer support policies, procedures, and guidelines to ensure consistent and high-quality service delivery.
- Created and documented customer support policies and procedures, ensuring a standardized and efficient approach to handling customer inquiries. (check out our articles below)
- Regularly reviewed and updated support guidelines to align with evolving customer needs and industry best practices.
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