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👋 I am Hannah | 'Hon-a'
I am a Customer Operations leader with 9+ years of experience championing data-driven strategies in high-growth, entrepreneurial organizations. I am hyper-focused on building best practices, operational procedures, insights and tools to deliver superior customer experiences.
I am known for my strategic, collaborative, and influential cross-functional partnerships, with an ability to proactively problem solve and identify concrete solutions to streamline customer interactions that support business priorities.
With a proven ability to analyze and prioritize tasks while managing multiple projects, I continually deliver on time, while achieving/exceeding KPIs.
My personal passion for design translates into a seamless customer and employee experience. I have a knack for building and leading high-performing teams with strong leadership presence, compassion, resilience, and individual guidance, while digging into training, coaching and developing people to help team members achieve their maximum potential.
💫Recent Moments of Professional ‘Hell Yeah!’💫
- Own strategy to drive activation and retention throughout the customer journey, increasing end-user activation by 20% (7500+ Users) in under 2 months.
- Supported operationalizing onboarding strategy reducing customer time in onboarding by 50%, increase customer health and expansion post onboarding.
- Identified, gathered and monitored CS KPIs, continuously reviewing and rating customer conversations to identify improvement opportunities, successfully reducing the number of threads in customer conversation by +30% and improving response time by 88%.
- Advocate for the resource planning process, leveraging data to accurately forecast real-time individual headcount needs based on customer communication volumes, enabling an increase in conversion rate by +12% and delivering revenue increase of ~$3.8MM to support enterprise growth of 230% in under two years.
🎯Areas of Expertise: 🎯
Leadership | Customer Operations | Customer Support | Customer Success | Strategy | Operations | Project Management | Stakeholder Engagement | KPI & Data Development | Salesforce | Catalyst | Outreach | ZenDesk
❤️ When I am not rocking it at work I love to: ❤️
| Cook | Design | Build Furniture | Travel | Organize | Read | Play Outside | Look at my Dog | Learn | Met New People | Explore | Drink Tea | Listen to Podcasts | Explore New Ways to Improve my Healthy and Wellness |