Open to opportunities

Alisha Korfel

@alishakorfel

Message

Experienced Product Operations and Support Leader driving customer satisfaction in tech support

United States

Message

What I'm looking for

I am seeking a role that values customer satisfaction and operational excellence, with opportunities for growth and innovation.

With 14 years of experience in product operations and support, I have a proven track record of driving customer satisfaction and aligning operations with business strategy. My expertise lies in building scalable support systems, reducing churn to 10%, and achieving a gross margin of 85%. I excel in leading cross-functional teams and leveraging customer insights to foster product growth and operational excellence.

In my current role as Senior Manager of Product Support at Cocoon, I manage and mentor a team of support specialists, implementing multi-tiered support systems that have boosted customer satisfaction by 90%. I have successfully deployed AI tools to optimize workflows, significantly reducing response times and enhancing client engagement. My commitment to operational excellence is reflected in my ability to maintain industry-leading response times and achieve high first-thread resolution rates.

Throughout my career, I have consistently focused on improving processes and driving results. From my early days as a Store Operations Manager at Target Corporation to my current leadership role, I have demonstrated strong strategic execution and team-building skills. I am passionate about creating a positive customer experience and look forward to leveraging my skills to contribute to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Product Support

Current

Cocoon

Aug 2023 - Present (1 year 9 months)

Managed a team of 6 support specialists, enhancing service delivery and professional development. Implemented a multi-tiered support system that boosted customer satisfaction by 90% and retention revenue. Deployed AI tools to optimize workflows, achieving industry-leading response times and high first-thread resolution rates.

Team Management Customer Satisfaction AI Tools Workflow Optimization Escalation Management Client Engagement

Senior Product Operations Specialist

Cocoon

Jan 2023 - Aug 2023 (7 months)

Researched state leave policies to ensure product compliance, managed over 300 employee accounts, and led product releases. Gathered user feedback to inform product direction and created documentation to support client success.

Compliance User Feedback Documentation Claims Management

Bodily Injury Claims Adjuster

Progressive Insurance

Feb 2020 - Jan 2023 (2 years 11 months)

Handled complex bodily injury claims, collaborating with legal teams to mitigate liability. Negotiated settlements while ensuring compliance and maintaining customer trust, assessing medical and legal documentation for coverage and damages.

Claims Management Negotiation Legal Compliance Trust

Water Department Operations Manager

City of Phoenix

Jul 2019 - Oct 2019 (3 months)

Managed a 15-person team, improving satisfaction and efficiency. Redesigned workflows to reduce resolution time and established new operational guidelines for consistency.

Team Management

Store Operations Manager

Target Corporation

Jan 2012 - Jan 2018 (6 years)

Directed operations for a $10M+ store, overseeing a team of over 20. Achieved top 5 producer status in group performance and improved KPIs year-over-year through strategic leadership.

Operations Management Team Leadership KPIs Sales Management Customer Service