Shelby Burbach

Handles inbound sales with a 62%+ conversion rate, provides tech support for tenants, tests software updates for proprietary CRM and AIVR, and manages 400+ tickets weekly on a small team.

Established the CX department as the first hire, built customer inbound structure as Zendesk admin, ran weekly website QA testing, performed user research interviews, managed outreach campaigns, and led QA and bug triage.

First customer support hire for a global fintech startup, built US support structure, ran weekly bug triage meetings, held monthly Voice of Customer meetings, directed user research, and managed a 14-member offshore CX team.

Improved inventory efficiency by 70% by coordinating 50+ storage units, managed contract workers across 80 facilities, piloted third-party contracting, and analyzed data to deliver weekly KPI reports.

Worked on the member experience team to provide concierge-level service, supported member retention with sales, used Salesforce to manage customer accounts, and thrived in a fast-paced startup environment.

Selected as one of two candidates from a cohort of ten, led up to 10 daily rock climbing and zip line tours, ensuring strict compliance with safety protocols and delivering safe, engaging experiences.

Worked as part of the technical support service team for a SaaS cohort, coordinated live fixes for B2B client issues, and collaborated with Sales and Member Services to provide well-rounded customer support.

Coordinated visits with local schools and youth organizations, managing groups of up to 300 students, led daily tours for up to 1,200 visitors, and served as primary point of contact and knowledge resource.