Hi! My name is Amanda.Located in Cedar Hills, UT, I have over 27 years of experience in customer support, troubleshooting, training, and more.
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Skills5 Star customer satisfaction rating
Expert in Customer Service Phone, email, and chat support Project Management Technical Troubleshooting User Support User Training Expert Webinar Host Operating Systems Mac & PC |
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WORK EXPERIENCE
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 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
