Summary
Overview
Work History
Education
Skills
Timeline
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Molly Smith

Evergreen Park

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in People Management and working in fast paced Startup environment.

Overview

5
5
years of professional experience

Work History

Support Team Lead (Remote)

Mercury Inc.
10.2021 - Current
  • Coached team of eight employees through day-to-day work and complex problems.
  • Released brand new Quality team to target measures at systemic level to proactively identify training gaps.
  • Increased Support Team's Quality score by 1.75% within two months of launch
  • Advised and led process improvement team with deliberation, leadership and strategic planning.
  • Conducted training and mentored team members to promote productivity, accuracy and career growth.
  • Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.

Merchant Support Lead (Remote)

Deliverr
07.2021 - 10.2021
  • Promoted from Tier Two Seller Support Coordinator to Merchant Support Lead for exceeding goals and displaying leadership within the team.
  • Manage team of 5 employees, overseeing hiring, training, and professional growth of employees.
  • Develop, maintain, and report Key Performance Indicators.
  • Work to maintain outstanding team performance, consistently monitoring CSATs scores and median response time.
  • Develop and implemented performance improvement strategies and plans to promote continuous improvement throughout team.
  • Handle mass communication of large scale issues impacting all merchants by collecting all relevant data and utilizing CRM.

Tier Two Seller Support Coordinator (Remote)

Deliverr
01.2021 - 07.2021
  • Promotion from Operations Coordinator for exceeding goals and supporting company culture.
  • Responsible for onboarding and training of all new hires to Support Team on our internal software.
  • Facilitated collaboration between internal departments to resolve customer pain points.
  • Have maintained above 95% NPS/Customer Satisfaction score.

Operations Coordinator (Remote)

Deliverr Inc
04.2020 - 01.2021
  • Responded to, troubleshooted, and resolved daily fulfillment and delivery issues, identifying root causes and see cases through to resolution.
  • Reviewed exceptions to identify trends and exposed prime opportunities to improve our operations and improve our seller experience.
  • Set, enforced and optimized best practices to contribute to Standard Operating Procedures (SOPs).
  • Learned ins and outs of internal software to effectively handle any questions.

Merchant Care Representative

ShipBob Inc
10.2018 - 10.2019
  • Assisted top e-commerce clients with fulfillment and logistics solutions pertaining to each client’s unique needs.
  • Proactively engaged clients on a regular basis maintaining a positive client relationship, while simultaneously communicating with our operations team to provide seamless fulfillment and client satisfaction.
  • Identified issues, analyzed information and provided solutions to problems.
  • Executed proficient knowledge of internal software, which led to the efficient ability to for see and resolve matters urgently.

Business Development Representative

Keeper Security Inc
06.2018 - 10.2018
  • Reached out to future prospects through phone and email while understanding their unique needs regarding cyber security and how Keeper Security could factor into their security regiment.
  • Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
  • Educated customers about the product, including preparing and executing product demonstrations to key prospects while covering features and answering all questions regarding product use.

Education

Bachelor of Arts - Corporate Communication

Eastern Illinois University
Charleston, IL
05.2018

Skills

    Proficient with Microsoft Office Suite, including Word, Excel, and PowerPoint Adept on Mac and PC Proficient in Hootsuite, Salesforce, Asana, Postman, Retool, Zoom, Outreach, Jira, Zendesk, Front, Intercom

Timeline

Support Team Lead (Remote)

Mercury Inc.
10.2021 - Current

Merchant Support Lead (Remote)

Deliverr
07.2021 - 10.2021

Tier Two Seller Support Coordinator (Remote)

Deliverr
01.2021 - 07.2021

Operations Coordinator (Remote)

Deliverr Inc
04.2020 - 01.2021

Merchant Care Representative

ShipBob Inc
10.2018 - 10.2019

Business Development Representative

Keeper Security Inc
06.2018 - 10.2018

Bachelor of Arts - Corporate Communication

Eastern Illinois University

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Molly Smith