Kaycee Lange

Oversees, guides, and coaches Product Support Engineers to ensure performance metrics are regularly met. Performs quality audit evaluations of interactions between Engineers and customers to ensure account security is met and company standards are upheld. Creates and maintains key departmental standard operating procedures (SOPs) and assists Engineers and customers in filing complex SEC required f

Drove process improvements and increased customer satisfaction and team performance using internal data and leadership skills. Managed social media responses, aggregated data, and reported trends to internal stakeholders. Partnered with the Finance team to create and manage the department's yearly budget and collaborated with key stakeholders to identify and mitigate front-line business risks.

Led and managed multiple cross-functional Customer Service teams, including a global starter team for premier and white glove customer billing support. Analyzed data and trends daily to ensure direct reports met performance goals and customer service levels were met. Directed cross-functional Business Operations teams to deliver on KPIs and strategize on interdepartmental growth and efficiency.

Analyzed and reviewed customer interactions to ensure quality goals were met and enhanced overall company performance through coaching and feedback. Led a team of customer service representatives to hit target business goals and drive referral increases. Developed training materials, organized professional development opportunities, and delivered materials to national outsourced customer service r

Handled over 120 phone calls and chats daily, assisting customers with purchasing and removing public record information. Assisted with the company's internal help line, using emotional intelligence and professional skills to handle escalated customer calls and answer questions for peers and new hires.