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Chrissy Sebald

@chrissysebald

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Dynamic project manager with expertise in customer success strategies.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, values customer success, and offers opportunities for growth.

I am a dynamic and results-driven project manager with an MBA in Project Management and dual Bachelor's degrees in Marketing and Ethics & Social Responsibility. My career has been marked by a proven track record in both for-profit and not-for-profit sectors, where I specialize in strategic direction, team leadership, and customer service excellence. I excel at fostering collaboration among cross-functional teams, optimizing communication, and implementing insights to enhance customer experience.

At You Need a Budget, I lead the strategic vision for customer support, driving team development and cross-functional collaboration. My efforts have reduced the customer contact ratio by over 40% and increased first response time SLA from 64% to over 93%. I have contributed to more than 5X revenue growth by implementing data-informed strategies and leveraging advanced analytics tools. My commitment to maintaining high customer satisfaction is evident in my ability to cut support direct costs while keeping CSAT scores above 95%.

Previously, as the Director of Membership and Marketing at the YMCA of Greater Waukesha County, I developed a cohesive growth and retention strategy that increased memberships and customer engagement. I transitioned the organization to an all-digital marketing strategy, focusing on targeted customer acquisition and campaign performance evaluation. My analytical skills have allowed me to collect and analyze data to inform strategic decisions, ultimately driving a culture of exceptional service.

Experience

Work history, roles, and key accomplishments

Current

Director Customer Support

Current

You Need a Budget

Apr 2021 - Present (4 years 1 month)

As Director of Customer Support, I lead the strategic vision for customer support, focusing on team development and cross-functional collaboration. Achieved a 40% reduction in customer contact ratio and increased first response SLA from 64% to 93%. Drove significant revenue growth through data-informed strategies and advanced analytics tools.

Team Leadership Change Management Customer Journey Mapping Process Improvement

Support Specialist

You Need a Budget

Dec 2017 - Apr 2021 (3 years 4 months)

Provided exceptional customer support, focusing on resolving issues and enhancing customer experience. Contributed to the development of knowledge base resources and assisted in the implementation of AI chatbots to improve service efficiency.

Customer Support Problem Solving Customer Experience Communication Skills Team Collaboration Data Analysis Customer Journey Mapping Performance Metrics Technical Support

Technical Support Manager

You Need a Budget

Apr 2019 - Apr 2021 (2 years)

Managed technical support operations, optimizing team schedules and workflows to enhance customer service efficiency. Contributed to a significant increase in SLA response times and reduced support costs while maintaining high customer satisfaction scores.

Team Leadership SLA Management Customer Satisfaction Process Improvement Change Management Data Analysis Customer Journey Mapping Performance Management

Director of Membership and Marketing

YMCA of Greater Waukesha County

Sep 2012 - Jun 2018 (5 years 9 months)

Developed and executed growth and retention strategies for memberships, overseeing a significant marketing transition to digital platforms. Analyzed data to inform strategic decisions and enhance customer engagement across multiple branches.

Marketing Strategy Customer Engagement Data Analysis Project Management Team Collaboration Customer Journey Mapping Budget Management Communication Skills

Manager, Marketing and Communications

United Way in Waukesha County

Apr 2011 - Aug 2012 (1 year 4 months)

Led marketing and communications efforts, focusing on community engagement and strategic messaging. Developed initiatives to enhance brand visibility and foster partnerships within the community.

Marketing Management Community Engagement Strategic Communications Brand Development Project Management Team Leadership Data Analysis Campaign Planning Performance Metrics

Education

Degrees, certifications, and relevant coursework

Capella University

Master of Business Administration, Project Management

Master of Business Administration with a focus on Project Management, equipping students with the skills to lead projects effectively and efficiently in various organizational settings.

Bentley University

Bachelor of Science, Bachelor of Arts, Marketing, Ethics & Social Responsibility

Bachelor of Science in Marketing and Bachelor of Arts in Ethics & Social Responsibility, providing a comprehensive understanding of marketing principles alongside ethical considerations in business practices.