Lavinia Indeche

Team Lead, Customer Success

Social Discovery Group

Aug 2024 - Current (1 year 11 months)

• Directed the consolidation and reorganization of a 1,000+ entry knowledge base, increasing the accuracy of search results and facilitating quicker responses; this restructuring reduced training time for new employees by 25%. • Implemented a new queue system, reducing Average Answer Time (AAT) by 30% • Developed and implemented targeted strategies that resulted in a 3% improvement in Customer Satisfaction (CSAT) scores for Lab & Growth products. • Created tailored training modules for diverse learning styles, increasing participant satisfaction ratings by 42% and fostering a more inclusive learning environment that benefited 25+ team members.

Senior Customer Success Manager and Salesforce Certified Administrator

Social Discovery Group

Mar 2023 - Jul 2024 (1 year 5 months)

• Led the strategic management, mobilization, and nurturing of a high-performing team of 25+ customer success managers from 3 continents, driving down the churn rate to 25% annually. • Revamped talent acquisition, cutting time-to-fill for critical positions by 25%, improving candidate quality by 15%, and optimizing the recruitment budget by 20% through innovative sourcing and process improvements. • Overhauled automation processes, achieving a 60% increase in email response volume using Salesforce while maintaining impeccable quality standards. • Conceived, developed, and launched advanced customer support channels for Flure, SukiDate, AmalDate, and Eva AI using Salesforce, resulting in a 78% increase in customer engagement.

Customer Success Manager

Social Discovery Group

Apr 2022 - Mar 2023 (1 year)

• Excelled in delivering top-tier customer support to paying clients, achieving a 70% satisfaction rate across email, live chat, and phone support channels. • Achieved a remarkable 98% average KPI with a strong focus on first-contact resolution, leading to a notable increase in customer satisfaction levels. • Utilized performance metrics to pinpoint and address areas for improving customer complaint resolution, leading to a 45% increase in resolution efficiency and a significant reduction in repeat complaints. • Compiled and documented detailed reports on customer interactions and transactions, capturing over 1600 inquiries, comments, and complaints per month, which improved data accuracy and facilitated more effective resolution strate

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Operations Associate

Ando Foods Limited

Oct 2021 - Apr 2022 (7 months)

• Analyzed performance metrics, streamlined operation procedures and reviewed progress reports, resulting in a 20% improvement in operational efficiency and a 15% increase in order accuracy. • Controlled 30% of daily operations and service of all areas of business while maintaining quality control standards above 100% • Directed onboarding training for new hires and ongoing training for agents on new systems and procedures, resulting in a 25% increase in agent proficiency. • Updated systems to provide actionable solutions for clients, enabling the analysis of feedback trends and identifying problem areas, which led to improvement in client satisfaction and a 35% reduction in recurring issues.

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