Aaron Shelley Building Customer Support & CX Teams for Start Ups - Excited

Customer Support Manager

Bitcoin Depot

Dec 2023 - Current (2 years 6 months)

Leading a department of 60 customer service agents

Customer Support & CX Manager

Trust Wallet

Apr 2022 - Dec 2023 (1 year 9 months)

Leading a team of 17 support specialists. Including in-house team members, BPO agents, and contract workers. Launched the Orgs first ever CSAT survey and improved the CSAT results by 40%+ by overhauling team culture, redesigning content strategy, and working with product, engineering teams to improve user experience. Launched an AI powered ChatBot to improve response & resolution times while deflecting 40% of support ticket volume.

Patient Care Operations Manager

Stella Mental Health

Apr 2021 - Apr 2022 (1 year 1 month)

Lead and Manage the Patient Care Department Building the team from a single team of 5 to 37 across four teams Initiated weekly metrics report cards for the team and the department to measure success against KPIs Established SLAs, KPIs, performance reports, quality assurance program, incentive structure for performance Built resources, policies, escalation paths and escalation best practices Hired, trained, managed a team of 36 Added a layer of team leads and segmented into specified teams (i.e Pre and Post Procedure, as well as billing) Set the cultural 'tone at the top' for our teams as they provide empathetic care for our patients

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Senior Member Experience Manager

Bright Cellars

Jun 2020 - Jan 2021 (8 months)

Led a support department of 40+ high performing, highly engaged managers and support agents Improved customer retention by almost 3X ~ from 9% to 28% by segmenting the team into general support agents & retention specialists that could focus on honing best practices for customer retention strategy Implemented first quality assurance program Developed member and agent facing content and content strategy (canned responses, macros, talking points, knowledgeable articles) Hiring/recruiting managers, data analyst, and support agents Implemented and met SLAs Implemented forecasting & scheduling models / reports Set the cultural 'tone at the top' for our teams as they provided best in class member support and customer retention

Chicago Service Operations Manager

Bevi

Jul 2019 - Feb 2020 (8 months)

Ran operations for the Chicagoland market Managed a team of field service and customer service agents Developed customer and agent facing content and content strategy (SOPs, canned responses, talking points, macro responses, etc)

Project Manager | Customer Experience

Uber

Nov 2016 - Jul 2019 (2 years 9 months)

Leading the scale-up and performance of the Customer Support department & programs, including policy and process implementation, training and vendor development, content and resources. Drive continuous service improvements for our network of drivers. • Lead expansion and scaling efforts to support what is now one of the largest customer support networks in the world (when initially started at Uber we had just 150 agents) • Work closely with legal, engineering and marketing to develop improved driver and customer support product features and programs • Scaled inbound phone support processes which became our most used modality after mid-2017 launch • Provide quarterly international site visits to strengthen BPO vendor relationships • Co-lead

Operations: Cross Functional Project Lead

Uber

Nov 2015 - Nov 2016 (1 year 1 month)

Built and implemented escalation process and feedback loop between driver support and local operational teams (dubbed Pull the Cord), working closely with Support and Local Ops stakeholders to ensure programs and policies align with differing and complex local regulations. Focused on relationship building with local operational teams in US and Canada, developing a network of informed decision makers in each major city due to the varying and complex regulatory framework • Standardized countless city-specific process and policies into manageable and scalable support processes at country level, vital to support the growth of Uber and department metrics • Developed feedback loop between local decision makers and frontline support agents to sho

Community Operations Manager

Uber

Aug 2014 - Nov 2015 (1 year 4 months)

In the early days of Uber support, hired to develop the vision, strategy and scalable program for Uber’s newly formed Customer Service Department, developing a tracking system, content strategy and support responses, policies and processes. • Developed a tiered support system, later migrated Tier 2 support to top performing BPO • Led development of business-critical safety related contacts and post mortem reviews to improve the safety and effectiveness of the platform going forward • Pivotal role in developing version 1.0 of North American content strategy for driver support • Hired, trained and mentored CSRs at Uber’s first-ever contact center, and worked closely to develop dedicated full-time CSRs • Worked late into the night most night

Resolutions Team Manager

Groupon

Aug 2013 - Aug 2014 (1 year 1 month)

Successfully built an escalations support program for Groupon customer support while managing and developing a team of 18 Senior Customer Service Representatives to deliver innovative ideas and processes to improve merchant service programs. Provided program leadership on strategies to resolve issues and escalations in quick fashion to improve brand reputation and marketing initiatives. • Managed the merchant facing side of customer support to create process and programs to resolve high-impact/high-deflection issues •Assessed risk and potential deal fraud. •Provided guidance on improving programs and applications to address issues arising between merchant and customer to prevent escalated conflicts and address merchants and customer disput

Customer Service Manager

Groupon

Apr 2012 - Aug 2013 (1 year 5 months)

Managed and mentored a team of highly engaged and high performing CSR’s. Hired, trained, coached and mentored the team which continuously exceeded targeted goals. • Handled escalated customers

Assistant Customer Service Manager

Groupon

Dec 2011 - Apr 2012 (5 months)

Team coach / escalations manager

Customer Service Representative

Groupon

Dec 2010 - Dec 2011 (1 year 1 month)

A scrappy upstart at a scrappy start-up Everybody should spend a year doing front line customer service at least once in their life

Aaron Shelley

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