Hi! My name is Amanda.Located in Cedar Hills, UT, I have over 30 years of experience in customer support, troubleshooting, training, and more.
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Skills5 Star customer
satisfaction rating Expert Webinar Host Expert in Customer Service Phone, email, and chat support Project Management User Support User & customer Training Operating Systems Mac & PC |
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WORK EXPERIENCE
KEAP GROWTH STRATEGY MANAGER, Remote
Keap, January 2024-Current
As a Growth Strategy Manager, I bridge strategic vision and technical execution to drive client success. I create engaging, educational content and video walkthroughs that address customer pain points, making complex information accessible. Highly organized and collaborative, I align resources with client goals, fostering excitement and clarity in every interaction. Eager to learn and adapt, I continuously seek ways to enhance my skills and impact.
KEAP FREE TRIAL EXPERIENCE MANAGER, Remote
Keap is a CRM and sales and marketing automation specifically developed to cater to the needs of small businesses, providing them with comprehensive tools and solutions to streamline their operations, manage customer relationships efficiently, and boost their sales and marketing efforts
Keap, February 2021-November 2023
ASSURANCE SPECIALIST, Remote
Keap, March 2018-February 2021
CUSTOMER SUCCESS LEVEL 4, Remote
Keap, July 2015-February 2021
INSTALLER/CUSTOMER SERVICE, Orem, UT
Apex EDI simplifies the claims delivery process with its flexible software. Apex EDI has a comprehensive range of features.
Apex EDI, November 2013-May 2015
Keap, January 2024-Current
As a Growth Strategy Manager, I bridge strategic vision and technical execution to drive client success. I create engaging, educational content and video walkthroughs that address customer pain points, making complex information accessible. Highly organized and collaborative, I align resources with client goals, fostering excitement and clarity in every interaction. Eager to learn and adapt, I continuously seek ways to enhance my skills and impact.
- Bridged the gap between client strategies and technical execution, ensuring seamless implementation of initiatives with a dedicated technical team.
- Maintained a high level of organization to manage multiple client accounts, ensuring each client’s growth strategy was implemented effectively and on schedule.
- Side Project: Created and currently manage the Member Services Resources help page, providing the team members with an accessible, centralized resource for key information and support.
KEAP FREE TRIAL EXPERIENCE MANAGER, Remote
Keap is a CRM and sales and marketing automation specifically developed to cater to the needs of small businesses, providing them with comprehensive tools and solutions to streamline their operations, manage customer relationships efficiently, and boost their sales and marketing efforts
Keap, February 2021-November 2023
- Manage the Keap free trial chat • experience via Intercom
- Proactively and reactively follow-up with prospects via Intercom live chat
- Work with PMM, Growth to optimize and improve intercom chat prompts and post automations to increase free trial adoption
- Support prospects by creating personalized videos, creating help articles, hosting webinars, chat, and email
- Collaborated with cross-functional teams across departments such as marketing, sales, IT, finance. to deliver exceptional customer experiences.
- Analyzed customer feedback data to identify trends, determine root causes, and develop action plans to improve customer satisfaction scores.
- Conducted regular meetings with team members to review progress on projects related to improving the customer experience.
- Designed A and B tests that helped refine product features according to user feedback received from different channels.
ASSURANCE SPECIALIST, Remote
Keap, March 2018-February 2021
- Collaborated closely with the product team to create help articles • for new releases.
- Identified several bugs while working on the new help articles before the feature was released.
- Established a process for employees to submit requests to add or update information.
- Developed an automated form for agents to submit requests for Email ops.
CUSTOMER SUCCESS LEVEL 4, Remote
Keap, July 2015-February 2021
- Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfaction.
- Identified opportunities for upsell and cross-sell services based on customers' usage data and preferences.
- Developed in-depth knowledge of the company's products, services and processes to provide accurate information to customers.
- Provided exceptional customer service to ensure client satisfaction and address their needs.
INSTALLER/CUSTOMER SERVICE, Orem, UT
Apex EDI simplifies the claims delivery process with its flexible software. Apex EDI has a comprehensive range of features.
Apex EDI, November 2013-May 2015
- Clearing House which processed insurance claims for medical and dental office
- Install software and completed training over the phone and using remote support
- Implemented NPS survey process
