Resume

Amanda c. madsen

KEAP FREE TRIAL EXPERIENCE MANAGER, Remote
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, November 2013-May 2015