Andy

I led a collaborative project to define our team values, and focused on building a culture of growth and ownership.

I created a custom, AI-powered search experience that goes beyond basic chatbot responses or keyword-matching results for a magically better UX. This utilizes a vector database, custom UX, and OpenAI APIs to enable things like summarization and natural language filtering. The tech stack includes: Beyond utilizing AI as a service, this is an interesting case

Led innovative retention strategies that leveraged customer health data and proactive, personalized communication throughout the lifecycle. Developed a “month-in-review” email and piloted personalized video campaigns.

Created new process for customer onboarding that incorporated automations, health scoring, and alerts. Along with updated collateral, this reduced onboarding from 60 to 40 days and with a smaller team.

Integrated Voice of the Customer into key decision-making, incorporating NPS, Surveys, issue severity scoring, customer behaviors into synthesized insights. Integral to becoming top-tier partners with Indeed, eBay. Outcomes include achieving 70 NPS, higher CSAT scores and marketplace awards. The majority of support-escalated feedback was implemented at Workable. My approach:

Led a packaging redesign to align with brand messaging, elevate the unboxing experience, and strengthen engagement and conversion at a key early onboarding touchpoint.

Integrating data across sources and custom metrics, I led reporting for executives, team leaders, individuals, and even a unique public dashboard. Live Support Dashboard Additionally, I introduced measurements like health scores, pain index, support CSAT and topic tracking, and forecasting. At Workable this allowed for 24/5 support (with limited weekends) with a lean team of

Embedded AI-powered chatbot to answer 60% of tier 1 questions, powered by 700+ articles, videos & guides in the help center. Evaluated agent copilot tools as well. My role: documenting requirements, working across teams on implementation, and budgetary ownership. I worked with my team to create a content plan across articles, videos, FAQs and more. The outcome

Led migration to Zendesk and created customized workflows like fields to track ticket topics, integrations to enable smooth collaboration, and customer context data to offer proactive suggestions. My role: I was a people manager, but also personally owned the team tech stack and operations. I have expertise and familiarity across many common tools: * indicates

Launched a training academy on Learnworlds LMS with persona-based courses, including “getting started”, to help scale customer onboarding and reduce support volume.