Projects

Building a team

I have extensive experience with building a team from the ground up.

In 2019, when I started at Privy, there was no billing support offered to merchants or processes in place for internal or external customers. When starting as a billing specialist, I created processes for employees to follow when billing support was needed and resources for customers who needed assistance. I became proficient in Salesforce, Shopify, Zendesk, Stripe, Microsoft Office, and Slack.

A few examples of of this include:

Moving all internal and external billing requests into Zendesk, as well as writing up macros.
Created tracking sheets for data such as refunds, credits, and churn feedback.
Working credit card disputes with our payment processor, Stripe.
Train new hires inside and outside of support on all things billing, including any pricing changes.
Defined the team's mission, goals, and objectives.
Created and maintained relevant knowledge base articles on our website.

When I was promoted to manager, I then divided any tasks our team handled among myself and my three direct reports. While managing and training a team of three, I lead the team to deliver the following:

Reduce the number of billing tickets YoY by 35% and 23%; this was done by improving our knowledge base articles and cross training other customer facing teams on all things billing.
Keep our SLA 1 (first reply time) at 98% and SLA 2 (next reply time) at 97% each year.
Ensuring the first resolution time median (the median time from the creation of a ticket until it was fully closed or solved) was at or around at 5.2 hours.
Ensuring the first reply time median (the median time from when the ticket was first created until an agent first replied) was at or around at 3.4 hours.

Bringing on Churnbuster

For the first two years at Privy, when our client's cards declined, the billing team manually reached out to clients to get their account back in good standing. In 2021, I met with several retention companies and ultimately, I selected ChurnBuster to partner with.

ChurnBuster is a powerful tool that helped our company retain more clients by automating the process of recovering failed payments and preventing future churn. With ChurnBuster, we could identify and address payment issues quickly, offering timely reminders and personalized messaging to clients who may have forgotten to update their payment information. By streamlining the recovery process, ChurnBuster allowed us to recover more revenue and reduce churn rates, ultimately helping us to grow and scale our operations.

Read the case study I did with ChurnBuster here.

Creating an implementation sub-team

Underneath the billing support team was implementation; the goal of this sub-team was to work directly with sales and customer success to solve for their pain points, which included:

Improve the merchant’s experience through compliance education and resources.
Provide accurate pricing for net new merchants and accounts who renew with customer success.
When needed, help merchants bring their contact lists into Privy.
Reduce internal billing and compliance requests.