DMDanika McWaid
@danikamcwaid
Experienced CX Manager focused on enhancing customer satisfaction and retention.
United StatesWhat I'm looking for
As a dedicated CX Manager and Editorial Coordinator, I have successfully led support teams and improved customer satisfaction scores by 24% while reducing resolution times by 50%. My experience at DosedDaily, Inc. has allowed me to implement effective processes and streamline workflows, significantly enhancing the customer journey.
In my previous role as a Community Moderator at Whip Media, I managed over 100 daily user inquiries, fostering a positive brand presence and actively engaging with the community. My ability to identify recurring feedback and collaborate with teams has contributed to product improvements and user satisfaction. I thrive in environments that prioritize customer relationships and continuous improvement.
Experience
Work history, roles, and key accomplishments
CX Manager & Editorial Coordinator
DosedDaily, Inc.
Jan 2020 - Present (5 years 6 months)
Managed a support team across email and phone, improving CSAT by 24% and cutting resolution time by 50% through updated processes and consistent service quality. Led customer journey initiatives by analyzing feedback and streamlining workflows with new SOPs, boosting retention by 8%.
Community Moderator
Whip Media
Jan 2019 - Present (6 years 6 months)
Handled 100+ daily user inquiries across Zendesk, app store reviews, and social media. Actively monitored community discussions, responded to user concerns, and de-escalated issues while maintaining a positive brand presence.
Content Production Assistant
Forks Over Knives
Jan 2016 - Present (9 years 6 months)
Supported editorial operations by coordinating files and communications between contributors, copyeditors, and photographers. Assisted with proofreading and copyediting articles to ensure clarity, grammar, and consistency.
Education
Degrees, certifications, and relevant coursework
UBUniversity of California, Berkeley
Bachelor of Arts, Social Welfare
Studied Social Welfare at the University of California, Berkeley. Gained knowledge and skills in social work and community well-being.
Availability
Location
United StatesAuthorized to work in
Job categories
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