Kellie Roop

About

I build and scale support and customer-facing operations teams with a focus on AI tooling implementation, data-driven decisions, workflow optimization, performance coaching, and customer and employee satisfaction. ➤ 12 years of experience in SaaS Operations, Support & Client Services ➤ 10 years of experience leading Tier 1 & Tier 2 teams; remote, in-office, offshore teams, white glove & offshore vendor teams ➤ Specializing in growing & scaling white-glove customer-facing teams through: ➤➤ hiring ➤➤ training ➤➤ team building ➤➤ performance & professional development ➤➤ leading with empathy while balancing business priorities ➤Develop, measure, & report on KPI’s & SLA’s including performance, volume, & stakeholder reporting ➤Efficiency & quality assurance improvement, including issue trends & Voice of the Customer reporting; work cross-functionally with Product, Engineering, Sales, Customer Success, Marketing on business initiatives; C-level leadership communication ➤ Tooling & Knowledge Base management, including Zendesk, Salesforce (including ServiceCloud and Agentforce), FreshDesk, Jira, PagerDuty, Dialpad, Notion, Confluence, Statuspage, chatbots, Slack, & Google Suite, Asana, Monday.com, AI tooling & AI deployment Can legally live and work in the US and EU. Summer 2025: Salesforce Agentforce certification in progress

Experience

• Customer Experience Consulting05-01-2023

  Available to advise startups and small businesses on their customer experience processes or set up customer support functions.

• Program Support · WhatsApp03-01-2023

  Managed and created processes for the entire Program Support experience from onboarding to technical & program support for a specialized Global B2B Program; defined L1 & L2 processes, automated internal support workflows, implemented new support ticketing & proprietary AI tooling. Created new hire training, internal knowledge base, & troubleshooting documentation. Successfully transferred Program Support to an offshore BPO team. Advised Support Management on workflow automation, tooling & AI usage for accuracy to enable internal self-service. Advised application engineers on Salesforce instance setup. Advised Product & Engineering as the customer subject matter expert on customer feedback, trends, & risk mitigation insights to influence product changes & deflect support tickets; performed UAT testing for product launches. Owned the refund request process up to $3,000,000, following contracts and internal policies.

• Customer Support Manager · Section406-01-2021 – 08-01-2022

  Grew team and improved processes to manage monthly ticket creation growth from 400 to 1600 (300% increase in 9 months) through ticket prevention projects and hiring and training two headcount. Created processes to allow for growth and scale such as email ticket categorization and reporting, enterprise support, staffing forecast. Monitored CSAT scores (92-97%) and response times and provided performance and career coaching. Managed the company’s Help Center; grew article count by 2x and revised 100% of articles for two product changes. Partnered closely with Head of Product and Head of Engineering to stress-test and quality check two new product changes and policies. Created new Support team policies and trainings for each rollout including new refund policy. Project managed different department and company initiatives such as chat support testing. Created automated reporting on individual and team performance (CSAT, response rates, ticket handle time, etc) and for informing leadership on our customer’s experience with the product and tech (common tech issues, product suggestions) to feed to responsible teams. Ran a team of 5-7 contractors who provided personalized onboarding calls to new students with average NPS of 45-65. Supported team as player/coach by answering customer's emails and Slack messages.

• Customer Operations Manager, Customer Support Manager · ZeroCater10-01-2019 – 07-01-2020

  Analyzed internal processes and software usage to plan quality and efficiency improvements, ultimately reducing projected headcount increases by 40%. Advocated to Product & Engineering leadership needed software UI improvements, removing 5 hours of work/week/person off of team processes. Created the first ever new hire training program that included training decks, self-paced activities, and 2-way teammate shadowing. Collaborated with department VP on new KPIs and Metrics that expanded on the team’s responsibilities and recent software workflow updates (were not put into place due to Covid-19). Created individual and team dashboards to report on daily work progress in Salesforce which provided team members with the responsibility of tracking their own ticket management performance. Analyzed & then redesigned product list with the Director of Supply Chain & Purchasing, first to align with consumer requests and trends and then again to adapt to changes to the market due to Covid-19. Removed several hundred niche & slow-moving products, reducing company overhead and warehouse space, saving the company north of $100,000/year in cost savings. Mentored an employee who graduated with a Data Analytics degree to get her dream job with desired salary, specifically working together on her self-confidence and job search techniques.

• Customer Operations Manager, Vendor Support Manager · ZeroCater08-01-2018 – 10-01-2019

  Personally responsible for all hiring & training new department employees, 19 people in 2019 alone, along with managing a team of 12 people. Developed a spot-on hiring profile which led to the strengthening of overall skill set of department. Developed all new hires to move to the Mid-Market & Enterprise teams based on KPIs, communication skills & overall work quality, many advancing within 6 months of employment. Revamped training materials and reorganized training program schedule which resulted in 90% of new hires leaving training feeling more knowledgeable and comfortable to start working with clients. Planned V2 of internal software with co-managers, gathering use cases and advocating for more efficient workflows. Created and developed a new internal metatag system consisting of 5000+ tags with a cross-functional team of managers for V2 of software. Mentored a team member with management aspirations, which resulted in her promotion to a management role, specifically guiding her individual contributor mindset to a management mindset.

Education

• St. Edward's UniversityB.A., Global Studies

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