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@el01

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Training and Deflection Manager at Reputation, managing an AI chatbot and improving support knowledge and self-service.

United States

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At Reputation, I manage an AI chatbot, approve and test support-tool updates in Salesforce, and oversee the customer-facing Support Portal. I monitor customer experience and usage while working to reduce manual support inquiries.

I create support training content and knowledge base articles, and maintain documentation for global support processes. I also partner with Product, Support, and operations teams to identify knowledge gaps and improve quality assurance.

Previously, I managed teams and quality programs at Reputation and LifeLock Inc. At LifeLock Inc, I maintained operating procedures, audited customer interactions and document processing, and coached and trained agents.

Experience

Work history, roles, and key accomplishments

Current

Training and Deflection Manager

Current

Reputation

Jan 2022 - Present (4 years 8 months)

Develop and maintain documentation for global support processes, provide training to new hires, and manage an AI chatbot to reduce manual support inquiries. Partner with product and support teams to identify knowledge gaps and create knowledge base articles.

Training Documentation Chatbot Management Knowledge Management Salesforce Process Improvement Quality Assurance Vendor Management Data Analysis

Manager, Global Technical Solutions

Reputation

Feb 2020 - Jan 2022 (1 year 11 months)

Facilitated ongoing QA and training sessions, managed escalations, and implemented process improvements to enhance SLA and case efficiency. Conducted weekly one-on-ones and daily stand-ups to address trends and support complex cases.

Quality Assurance Training Escalation Management Process Improvement Team Leadership SLA Management

Technical Support Specialist

Reputation

May 2017 - Feb 2020 (2 years 9 months)

Responded to customer inquiries via phone and email to resolve product issues, and created a OneNote reference page for Tier 1 support. Collaborated with leadership to create process efficiencies for product enhancements.

Customer Support Troubleshooting Documentation Process Improvement OneNote

Fulfillment Quality Manager

LifeLock Inc

Mar 2008 - May 2017 (9 years 2 months)

Managed quality for 30+ team agents, maintained SOPs, and audited calls and emails to ensure compliance. Provided coaching and training to new hires and tracked performance statistics for leadership audits.

Quality Management Audit Compliance Coaching Training SOP Development Performance Monitoring