Mae Elechecon

J

Customer Success Team Lead

JS Dental Lab

Jul 2023 - Mar 2025 (1 year 9 months)

Oversaw strategic development and optimization of CX operations for a D2C e-commerce brand (custom mouth guards). • Managed hybrid team (US, Canada, Brazil, Jamaica) across chat, email, SMS, and phone • Refined support hours, implemented Zendesk automations, and improved chatbot logic • Led weekly CS Ops syncs to align lab updates and celebrate team performance • Reduced AHT and increased CSAT by 5% through improved workflows and coaching • Managed BPO performance (Influx), including calibrations, QA reviews, and staffing

Business Management Consultant

freelance

Jan 2023 - Jul 2023 (7 months)

Partnered directly with a cannabis entrepreneur to develop investor-ready business documentation. • Conducted market research to support positioning and competitive analysis • Prepared key financial documents including balance sheet, profit & loss, and cash flow projections • Designed a professional business presentation using Canva, aligning visual storytelling with investor expectations and industry trends

Q

B2B Customer Support Specialist

Quartzy, Inc.

Jan 2022 - Apr 2023 (1 year 4 months)

Provided platform and B2B order support, plus vendor coordination for US lab supply marketplace customers. • Maintained 97%+ CSAT with ~2 hr response time across Zendesk channels • Liaised with vendors on order fulfillment, discontinuations, and returns • Reported bugs and product issues to Engineering and Product via Slack + JIRA • Partnered with Accounting to manage invoices, credit memos, and compliance docs

Customer Support QA Supervisor

Juul Labs

Jan 2018 - Jan 2020 (2 years 1 month)

• Designed and launched JUUL's first support QA program; boosted CSAT by 10% • Managed vendor operations (Telus Intl), including SLAs, SOPs, and training initiatives • Conducted sentiment and DSAT analysis to identify and resolve service gaps • Implemented a Mystery Shopper Program to assess and improve agent performance Handled escalated cases requiring thorough product knowledge and regulatory compliance - Promoted to Customer Support QA Supervisor within 1 year. • Liaised with Engineering on bug tracking and Product on returns/warranty policies • Created process for fraud resolution with Payments, reducing disputes by 30% • Supported B2B Sales via B2C channels, contributing to conversion increase

Tier 3 Customer Support Specialist

PAX Labs

Jan 2017 - Jul 2017 (7 months)

Provided advanced support for both PAX.com and JUUL.com customers. • Handled regulatory warranty cases for cannabis devices and accessories • Reported technical issues to Product and Engineering for quick resolution • Transitioned fully to JUUL Labs post spin-off from PAX

T

Tier 3 Customer Support Specialist

Jan 2017 - Jan 2018 (1 year 1 month)

P

Listener Support Specialist

Pandora Radio

Jan 2015 - Jan 2017 (2 years 1 month)

Supported listeners across platforms with empathetic and effective service. • Delivered multi-platform technical support (web, mobile, CE devices) • Mentored peers on written tone and empathy, raising quality scores • Contributed to indie artist reviews and knowledge base updates (Confluence)

T

Customer Experience Manager

TAGGED, Inc. (now ifwe.co)

Jun 2011 - Aug 2014 (3 years 3 months)

Led global 24/7 CX operations, managing both in-house and offshore teams. • Co-managed 30-person offshore team (BPO call center partner) and 5-person in-house escalations team • Reduced ticket volume by 50% via IVR updates and automated FAQs • Shifted 60% of live chats to Tier 1 , freeing up senior agents for complex cases • Partnered with Engineering to resolve top user-reported issues and improve QA

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Mae Elechecon

About

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Behavioral traits