Shannon Jimenez
Strategic, Creative, and Always One Step Ahead
I’m a customer experience leader with a proven track record of building and scaling support teams, creating customer-centric strategies, and driving retention. With a decade of leadership, I specialize in building teams that not only deliver but thrive.
I specialize in scaling support teams, building CX operations from the ground up, and driving efficiencies that enhance both customer satisfaction and team performance. My expertise spans early-stage startups to high-growth companies, where I’ve implemented innovative strategies to align CX with business goals.
Where I've Made an Impact
Calendly
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1v1Me
Scaling for exponential growth
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Scaled the support team from 6 to 50, including 10 managers, ensuring the team could meet growing ticket volumes while maintaining world-class service.
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Maintained a 96% resolution rate and 4.85 (out of 5) CSAT score by recruiting and training high-performing individuals.
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Reduced first response time from 3 business hours to less than 15 minutes by implementing a tiered support and escalation system, which also created career growth opportunities for agents.
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Developed a pod-based support model where senior agents mentored lower-tier reps, reducing knowledge gaps and fostering team growth.
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Created a dedicated billing team, cutting refund requests by 49% and improving dispute resolution.
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Introduced AI-driven self-service solutions, increasing self-service rate by 44.5% and saving the company ~$67K annually.
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Designed a Developer Support Specialist role to handle technical API inquiries, enabling seamless integrations with third-party platforms.
Building from scratch
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Hired and structured four teams: Customer Support, Knowledge Management, Customer Success, and Community—supporting 11K+ global customers.
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Reduced first response time to 55 minutes with a 96% satisfaction rate, leveraging automation and efficient workflows.
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Spearheaded the Knowledge Management function, launching a customer-focused Help Center and internal L&D program.
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Launched an AI-powered chatbot to improve first-contact resolution and reduce reliance on human agents.
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Migrated the customer community from an invite-only Slack group to an open online platform, driving higher engagement and brand advocacy.
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Developed data-driven reporting for the Board of Directors to refine CX strategy and optimize resource allocation.
Optimizing for efficiency & growth
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Led a team of 6, applying a consultative approach to assess and optimize CX operations.
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Designed a training-intensive program, significantly improving ticket quality and fostering a positive team culture.
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Created automations and documentation that streamlined ticket categorization, reducing unnecessary escalations.
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Implemented CSAT segmentation, distinguishing customer support satisfaction from product satisfaction, enabling more targeted improvements.
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Served as a strategic advisor to the founders, driving efficiency in a high-impact, fast-paced startup environment.
Need Advice? Let's Chat!
1
Coaching Session
Want to scale your support team, optimize operations, or refine CX strategy? I offer coaching and mentorship sessions to help individuals and businesses navigate customer experience challenges.
2
Collaboration
Looking for a speaker, podcast guest, or CX collaborator? Let’s connect!
3
Corporate Consulting
Need hands-on help with customer experience strategy, operational efficiency, or team development? I work directly with companies to implement impactful solutions.
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