Customer Experience Specialist

● Product expert for Digit’s savings and banking products while handling high volume and complex technical escalations for our support channels (Phone/Email).
● Exceeded individual performance goals as hybrid support hero for two separate products.
● Maintaining a high CSAT score above 85% and QA score above 90%.
● Report bugs and provide feedback from our members and CX team by documenting issues and communicating
effectively to our engineering team and other departments.
● Trained in KYC best practices to identify and report fraud and compliance related issues for review to our internal
specialized team.
● Work alongside the CX team to report, document and provide suggestions for our Help Center and other internal
knowledge tools.

● Became a product expert in order to provide detailed account walkthroughs and assist new customers with implementation and education on best practices for delivery platforms.
● Responsible for documentation and leading the weekly onboarding updates for a team of 10 Customer Success Managers.
● Developed and improved processes and procedures for the growing onboarding team while personally overseeing the onboarding experience of 500 + new customers over the course of role tenure.

● Handled 100+ business customer inquiries daily on Zendesk, maintaining excellent response times and CSAT.
Acted as a liaison between IT and Product teams regarding software defects and product improvements to improve the customer experience and internal team efficiency.
Operated in a highly complex operational environment, providing support to over 5 regional hubs and 25+ business partners during a high growth period for the company.

A rigorous 250-hour accelerated training program focused on preparing career-changers for customer experience and customer support roles in the tech sector.
● Technical skills mastered: Zendesk, Intercom, Slack, Sprout Social Google Suite Certification including Docs, Sheets, and Slides.