Natalie Mercuri

Manager of Customer Support Operations at Canix

Denver, CO

2

Office Hours

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About

I am an empathetic and driven leader who channels my power of connection-building to create programs that support scale and operational efficiency. I am an avid hat collector, working for growing startups helping to drive adoption and brand awareness. Throughout my tenure, I have launched a number of new programs aimed at improving effectiveness and employee engagement on customer-facing teams. These programs include a Knowledge Management ecosystem and tool (Guru), a Learning & Development program and learning management system (Lessonly), and Customer Support Quality Assurance program and platform (MaestroQA). Some highlights: 2nd place in the 14th annual Stevie Awards for Sales & Customer Success in "Customer Service Training or Coaching Program of the Year - Technology Industries" for my Quality Assurance and Learning & Development programs. As a Manager ... • 100% acceptance rate on offers for full-time conversions • 100% "would recommend as a manager to my peers" on personal performance evaluation • 100% of core metrics met by every direct report during peak season, a first in the history of our company As a Quality Assurance Lead... • + 46% Agents hitting all core metrics YoY • + 1.8% CSAT in first quarter (96.9% to 98.1%) • +0.7% First reply SLA in first quarter (97.7% to 98.4%) As a Learning & Development Manager... • Conducted over 800 in-person and virtual trainings covering a wide breadth of topics including onboarding, customer support, operations, feedback, and technical competencies (API, SSO, OAuth, data pipelines, and more) • -25% Reduction in onboarding ramp time • -78% Less time leading trainings • +$171,000 Additional ARR delivered during Q3 2019 (+50% YoY) • $900 Saved per onboarded agent Speaking engagements: • November, 2018, Lessonly’s “Llama Link” customer advisory event — presented “Scaling through self-service trainings” • March, 2018, MaestroQA’s inaugural “The Art of Conversation” conference — presented “How to pitch QA” • May, 2020, MaestroQA's [Digital] “The Art of Conversation” conference — co-led a workshop "Specializing in Your Career, Navigating Uncertain Times"

Ask me about
Salesforce CRM
Lessonly
Guru
Gusto Payroll
Zenefits
Confluence
Jira
Asana
Airtable
Intercom
Notion
HubSpot CMS Hub
Northpass
Cohere
Zendesk Support Suite
Parlor
Work experience
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Sep 2021 - Present

Plaid

Product Support Manager - Consumer

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Jul 2020 - Aug 2021

Canix

Head of Operations

Canix (YC S'19) is building the first generation of modern software for the burgeoning cannabis industry. We help our customers overcome daunting compliance regulations, sell more products, and optimize their day-to-day operations—from cultivation, to processing, to distribution. Recent winner of TechCrunch Disrupt 2020, find out more at TechCrunch and canix.com.

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Mar 2020 - Apr 2020

Havenly

Learning and Development Manager

Launched a public customer-facing technical skills training program for interior designers, and implemented a self-guided internal onboarding training program using product experience software • Created training videos with the use of Camtasia and YouTube Studio • Designed and engineered the website used for publishing the training content via Squarespace • Launched a new internal self-guided onbaording program using UserPilot

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Sep 2019 - Feb 2020

Clever Inc.

Remote Support Manager and Learning & Development Manager

Responsible for managing a distributed team of six customer support agents, as well as the Learning and Development program. Remote Team Manager: • Created outlets for inclusion ensuring that remote individual’s feel close to their peers based in-office • Managed team performance and conduct weekly 1:1s Learning & Development Manager: • Planned, implemented and evaluated learning strategies and initiatives in collaboration with executives, managers, and individual subject matter experts • Built all documentation with regards to responsibilities of the role, and instruction for those engaging with the program • Onboarded all new members of the team Results: + 46% Agents hitting all core metrics YoY  + 0.7% First reply SLA in first quarter (97.7% to 98.4%) + 1.2% Customer Satisfaction in first quarter (96.9% to 98.1%) - 78% Less time leading trainings + $171,000 Additional ARR delivered during Q3 2019 (+50% YoY) + $900 Saved per onboarded agent

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Jun 2019 - Aug 2019

Clever Inc.

Back to School (Customer Support) Manager

Managed 14 Customer Support contractors during peak season in which volume spikes 400% and engagement grows from 500K to 15M MAUs. Results: • 100% of core metrics met by every direct report, a first in the history of our company (98% CSAT, and 98% 1st reply SLA [4 hours]) • 100% acceptance rate on offers for full-time conversions

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Jan 2019 - Jun 2019

Clever Inc.

Quality Assurance and Learning & Development Manager

Created the company’s first-ever Quality Assurance program for the Customer Support team resulting in the company’s most successful peak season performance to date. Quality Assurance Manager: • Pitched and succeeded in garnering the funding for a Quality Assurance program and tool • Implemented a blended approach of manager and peer-to-peer feedback -- underscoring the importance of a bottom-up feedback approach to professional development • Minimum of 5% of ticket volume QA’d per quarter (industry standard: 3-7%) • Currently, consulting new and existing Customer Support teams on pitching and implementation of their own QA programs Learning & Development Manager: • Managed company-wide implementation and rollout of an LMS • Lead a team of SMEs responsible for content creation • Organized the development of an improved peer-to-peer mentorship program • Conducted over 300 in-person and virtual trainings covering a wide breadth of topics including customer support, operations, feedback, and technical competencies (API, SSO, OAuth, data pipelines, and more)

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Jul 2018 - Dec 2018

Clever Inc.

Senior Technical Support Specialist and Knowledge Management Lead

Senior Technical Support Specialist: • First Tier 3 agent, helped to define role and responsibilities with management and HR • Liaised between the Customer Support team and all engineering departments and product managers to identify trends and report bugs • Responded to escalated support tickets • Supported peers through training and ongoing mentorship Knowledge Management Lead: • Managed company-wide implementation and rollout of a knowledge management platform • Increased trust of internal documentation through the implementation of a tool with native verification functionality • Decreased first response time through streamlining reference materials and resources

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Aug 2017 - Jun 2018

Clever Inc.

Technical Support Specialist

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Oct 2016 - Jul 2017

Clever Inc.

Customer Support Specialist

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Jul 2016 - Sep 2016

Clever Inc.

School Support Specialist

Aug 2014 - Jun 2016

Diocese of Oakland

Teacher

St. Theresa School - Oakland, CA • Provided quality instruction for children grades K- 8 • Designed and implemented daily lesson plans according to students' academic needs • Guided the learning process toward the achievement of state and local curriculum goals • Created and maintained a classroom culture that fosters safety and respect for all students

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Sep 2012 - May 2014

Ohio University

Graduate Teaching Assistant

• Supervised a cohort of 16 undergraduate students conducting research on investment for emerging biotech industries in Saxony, Germany • Presented program findings to the US Consulate in Leipzig, Germany • Advised a group of 20 undergraduate students conducting research on opportunities for market expansion of a hardware and telecommunications corporation within Vietnam • Presented program findings to executives of Unigen Corporation in Nha Trang, Vietnam • Hosted networking events and conducted outreach presentations to secure new clientele for future consulting opportunities

May 2013 - Aug 2013

The University of Cambodia

Paul Heng, Research and Implementation Fellow (Instructional Design)

• Established a new degree-granting program - the College of Mass Media and Communication, • Designed curriculum for courses in multimedia, journalism and communication studies • Created the first professional internship program for undergraduates • Presented finalized academic master plan to the national education regulatory agency, the Ministry of Education, Youth and Sport Results: + 6% increase in enrollment, with an initial class of 200 students + $810,00 ARR

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Jul 2011 - Jul 2012

The Community Builders, Inc.

AmeriCorps*VISTA, Community Organizer


• Served as the main point of contact for residents in a mixed-income housing development • Oversaw the execution of a $1M grant for health and wellness community programming • Organized the first “Community Day” bringing together local and state representatives, as well as various social service agencies to meet with, and address, community needs • Collaborated with Case Western University to create a logic model for successful program implementation, monitoring, and scaleability of health and wellness programs for low-income and underserved communities • Facilitated small group discussion as a part of larger Neighborhood Network Summit through Akron’s University Park Alliance and America Speaks Results: + 40% of community engagement in local coalitions, such as the Earned Income Tax Credit Program

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