Exceeding metrics
- Top performing specialist, recognized for attaining the highest CSAT score of 92% (vs. 85% goal)
- Surpassed KPI’s by resolving between 14 and 24 customer support per day (5k+ total)
Generating Revenue
- Worked cross-functionally with Inside Sales and Customer Success to uncover 160 new qualified opportunities (470% to goal) within existing accounts, yielding $35k MRR in closed-won deals.
- Conducted 1:many peer enablement sessions on best practices for uncovering cross-sell, expansion and retention opportunities, resulting in 20+ new identified sales opportunities in FY24.
Utilizing AI for Success
- Assisted customers in boosting content output by 15% by educating them on effectively utilizing AI tools for creating blog posts, social media content, email copy, and marketing visuals.
Teamwork Focused
- Worked cross-functionally with Inside Sales and Customer Success to uncover 160 new qualified opportunities (470% to goal) within existing accounts, yielding $35k MRR in closed-won deals
- Nominated by leadership to serve as an “Internal Mobility Guide” for Support Specialists and partnered to create career ladders, provide networking guidance, and host pre-interview coaching for qualified candidates, resulting in six promotions from the Support team into strategic roles
