Hello! 😄 I’m Georgia, and I bring a bright, optimistic spirit to all my endeavors.
Guiding and supporting others is my true passion—I excel at helping people conquer challenges and offer assistance in any way I can. As a seasoned Customer Success Manager, I’ve honed my skills in active listening, problem-solving, and providing empathetic solutions.
With a background in mathematics, I’ve cultivated valuable abilities in problem-solving and optimization. Crafting strategies for efficient and effective solutions is where I thrive.
In my current role as a Customer Support & Operations Consultant, I collaborate with a diverse range of SaaS, tech, and non-tech companies. Here’s a snapshot of my contributions:
- Consulting companies to design and implement effective customer support strategies, optimizing workflows and procedures.
- Successfully integrating and managing various support tools, ensuring seamless operations and smooth data migration between platforms.
- Establishing reporting in Zendesk Explore and skillfully crafting customized dashboards for diverse stakeholders.
- Implementing SLA monitoring, managing triggers, automations, macros, tagging, routing, views, users, and organizations to enhance support efficiency.
- Tailoring processes and reporting for a new outsourcing team, creating distinct access levels to optimize collaboration.
- Facilitating user and ticket imports via the API, ensuring accurate and efficient data migration.
- Managing integration with Marketplace apps, streamlining operations and enhancing customer experience.
- Orchestrating and maintaining a comprehensive support strategy, ensuring HIPAA-compliant implementation of Helpscout and phone.com.
- Capturing and analyzing customer feedback, consistently monitoring KPIs, and leading the recruitment of customer support outsourcing partners across different countries.
- Ensuring quality assurance and formulating effective reporting mechanisms to monitor progress.
- Successfully implementing and configuring Intercom, enabling seamless customer interaction.
- Conducting event tracking to monitor user actions within the product, enhancing user experience.
- Designing engaging onboarding campaigns to boost customer engagement and satisfaction.
- Developing a knowledge base for customers and new employees, providing quick answers to common questions and facilitating faster onboarding.
I’m adept at setting up and optimizing integrations for various apps and tools, including Totango, Zendesk, GoodData, Zopim, Jira, Mixpanel, Pipedrive, Zapier, Workato, Intercom, Asana, Slack, GitHub, Lucidchart, and Google Drive.
Don’t hesitate to reach out—I’m always eager to connect and collaborate! 🌟📚🚀