View My Professional Bio

I'm Kyle Brown

I am a communication expert with a strong background supporting SaaS technologies and ensuring the success of their consumers at all levels. My history of supporting services across various technical roles has provided me with unique insights into addressing business needs while advocating for the voice of the consumer. I am dedicated to enhancing individual consumer lifetime value by prioritizing consumer retention and trust. I bring a proven track record in managing consumer relationships, resolving complex challenges, and leveraging a wide range of collaboration tools and software within the SaaS industry.

Experience

    User Operations Associate

    NerdWallet July 2019 - June 2023 | remote

  1. Developing and accomplishing quarterly KPIs based on business needs with weekly reports on KPIs
  2. Collaborating with sales staff to support an average of 12 SMB customers/day to ensure success
  3. Troubleshooting and documenting product issues to determine severity and reach of issues
  4. Escalating issues to engineers using data to determine priority, maintaining 100% resolution rate
  5. Managing a contractor workforce to ensure compliance and achieve 90% CSAT across queues
  6. Enhancing nascent cross-team feedback loops to advocate for the consumer and drive retention
  7. Creating training and educational resources and hosting business-wide interactive sessions

    Customer Experience Specialist

    Proximity July 2018 - June 2019 | remote + hybrid

  1. Building relationships with 300+ business owners and managers to promote their success
  2. Communicating with customers via chat, email, video, and phone sessions to resolve issues
  3. Documenting and deploying technical product information for platform release announcements
  4. Facilitating communication between international consumers and an agile SaaS development team
  5. Collaborating with Proximity owners, c-suite leaders, and engineers to achieve business goals
  1. Consulting with new customers to identify business needs and implement growth opportunities
  2. Managing 50 responsive products, providing ongoing support to ensure customer happiness
  3. Reverse engineering and updating HTML, CSS, PHP, and JS to bring sites up to web standards

Education

  1. University of Nebraska - Lincoln (2015)

Other Expertise

  1. SalesForce, Zendesk suite (Support, Messaging, Explore, Workspace), Intercom, Excel/Sheets, Amplitude, Datadog, Workday, much more
  1. Google Workspace, Atlassian suite (Confluence, Jira, Atlas, Trello), MS Teams, Slack, Zoom, Figma, Jira, Trello
  1. Mac OS, iOS, Windows, Android

Reach Out

Please feel free to email me with any queries