Recently…

@ OpenSea

The first & largest web3 marketplace for NFTs.

I joined the team at OpenSea when it was in hyper-growth mode — in some months, hitting over $3.4 billion in transaction volumes. OpenSea was named Time Magazine's Top 100 most influential company of 2022.

When I joined, the Customer Experience team consistented of 10 very exhausted folks, trying to manage a ticket volume of 40k per month.

Scaling the team is where my journey began.

• Managed & scaled OpenSea’s entire Customer Experience department from 10 to 160+ people within 6 months. This included the internal CX agents, outsourced BPO Provider, Training, Knowledge Management, Quality Assurance, and Product Ops & Analytics teams.
  

• Launched outsourced BPO partnership from 0 to 130 agents through negotiating contract, building training and quality programs, managing the launch project, and overseeing all day to day responsibilities. This resulted in global 24/7 support and on average 40k tickets solved per month.
  

• Reduced 40k ticket backlog to 0, while improving company first response time from 35 days to less than 6hrs and resolution time from 28 days to less than 3 days.
  

• Turned around our prior poor quality rating by creating a quality program that increased CSAT from 40% to 87% Assisted in launch of multi-language support and company internationalization efforts, offering 7 languages.
  

• Oversaw Knowledge Management team that created all training, content, and documentation being served to customers and agents.
  

• Owned Zendesk experience, creating help center (averaging over 2.5 million views per month), automation flows, ADA bot, and submission form that led to reduction in tickets and higher quality data.
  

• Migrated from Zendesk to Intercom.