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.

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

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