Erin Stacy: in Brea, CA

Sell and scale product to our customer help channels and consumer communications platforms to improve accessibility, enhance customer education, engagement and experience. Create communications resources for our customers, event supporters, employees, fulfillment channels and vendors. Optimize and develop Customer Service processes Manage content for standard response templates, collaborate with other managers and company stakeholders to create and/or refine all customer communication touch points, and craft outreach messages. Managing the company’s eCommerce platform with CRM (Shopify and Woo.com) Manage inventory levels and work hand-in-hand with third party warehouse Travel and attend trade-shows nationwide to grow product education and sales

Responsible for effective operations and continuous process improvement throughout the call center by providing leadership, direction and motivation of workforce. Manage Contact Center Operations including: Customer Care, Technical Support, Inside Sales, Outbound Telemarketing Sales, Retention and Back Office administration teams. Focus on high level strategic execution, project management, and operations that optimizes revenue opportunity. Manage Beta programs for product software, new hardware and App updates before it releases to production.

Management of the Contact Center operations including Customer Care, Technical Support, Billing & Retention and Inside Sales. Develop and manage all customer concierge and loyalty programs. Collaborated with teams at DIRECTV and AT&T Digital Life to drive subscriber acquisition, reduce breakage and churn through effective customer retention programs. Oversee collections programs and drive down customer disconnects through successful outbound campaigns. Implemented welcome team and time-specific surveys to drive new customer engagement.

Manage a pipeline of projects for the Customer Experience team from inception to production. Work closely with Marketing, Sales and contact center operations to ensure smooth delivery of subscriber retention programs and business operations enhancements driving overall company performance.