My motivation is to provide clients with a unique and tailored experience that demonstrates our products are created with their needs in mind. I achieve this by curating, strategizing, and developing client support resources such as FAQs, articles, email macros, and chatbot responses that provide a comprehensive understanding and use of our products.

• Chatbot Architect responsible for meeting and exceeding KPIs for bot engagement rate, escalation rate, deflection rate, and content helpfulness through bot content creation, iteration, and enhancements

• Analyzed chatbot analytics using tools such as Mixpanel to identify high-traffic web application pages and common user inquiries, resulting in targeted assistance that improved the customer journey and increased customer satisfaction

• Utilized analytics tools such as Mixpanel and Hotjar to investigate Help Center pages with the highest traffic, reviewed chatbot conversations on those pages, and updated FAQ content to better address customer inquiries, increasing client self-sufficiency

• Owned and executed an initiative to provide exceptional chatbot support during our busiest time of year, tax season, which contributed to a significant decrease in phone and email support volume

• Trained the chatbot to recognize questions more effectively and provide appropriate responses based on customer feedback from conversations that did not result in satisfactory responses, resulting in improved accuracy of responses

• Provided weekly data highlights and reports to senior leadership on chatbot traffic, inquiry trends, and popular products discussed, resulting in better-informed decision-making

• Built a customized Asana board to receive and process content requests for various assets, enabling cross-functional collaboration with Product, Legal, Compliance, and external partnerships. This board served as a template for other customer-facing teams to help streamline their content production processes.

• Coached and mentored a team of 30+ Associates in handling intricate customer inquiries and providing efficient solutions

• Resolved over 100 client escalations through effective troubleshooting and investigation, collaborating with cross-functional teams including Legal, Smart Servicing, Risk Management, Product, Security, and Operations

• Created and updated internal Wiki content to serve as an informational library on products and procedures, resulting in improved performance for Associates and increased scores on weekly Quality Assurance Scorecards

• Conducted regular Quality Assurance reviews of Associate email and phone communications, resulting in the identification of coaching opportunities, pinpointing knowledge gaps, and creation of educational resources to improve customer interactions

• Developed training materials and facilitated training sessions for newly hired Associates, resulting in increased confidence and competency in customer communications, ultimately leading to higher customer satisfaction scores

• Provided exceptional customer support by utilizing expert troubleshooting skills, deep knowledge of the platform and its products, and a compassionate approach

• Identified pain points in the team's workflow and successfully executed solutions to increase team efficiency and effectiveness

• Streamlined customer communication by writing and optimizing email macros, resulting in reduced response time and increased customer satisfaction

• Investigated and resolved customer issues in a timely and accurate manner, achieving a high-resolution rate

• Crafted engaging and informative responses to inquiries across multiple social media platforms, including Twitter, Facebook, and Instagram

• Analyzed social media activity to spot patterns and trends, and reported relevant data in a company-wide bi-weekly newsletter