Work samples available upon request.

Portfolio

Goal: Empower customers to manage their accounts online and reduce the need to engage a live support agent.

Solution: Created brief, clever answers to customer questions, GIF tutorials to demo self-service functions, trained AI to more quickly and capably anticipate and answer customer questions.

Results: Decreased live chat agent interactions by 40% leading to significant annual cost savings. Leveraged support chatbot for unassisted customer sales, netting 682 incremental orders per month.

Chatbot

Goal: Draw customers to the Cricket Community Forum to engage them with the brand and empower them to resolve service issues.

Solution: Dear Dante “advice” column personalized the experience for customers on Cricket’s Community Forum and engaged them in Cricket’s products.

Result: With thousands of views, the Dear Dante column helped the Cricket Community Forum grow from launch to its current size of 16k members.

Community Forum

Goal: Increase the use of Cricket Social by front-line sales and customer support representatives.

Solution: Established social platform as the go-to source for credible information and guidance through consistent and direct engagement. Created best practices for team of social media managers. Designed educational activities like the “Sales Scavenger Hunt” and “Selling Value Video Contest.”

Results: Drove 20% increase in usage within 6 months.

Social Media

Goal: Drive company growth by teaching sales reps to convert a service transaction into a sales conversation.

Solution: Designed, developed, and launched a sales training program for front-line reps and store managers that educated them on the opportunity to convert the most common reason for customer store visits – bill payments – into a sales opportunity.

Results: Deployed training to 20,000 members of the national sales field. Training resulted in a 15% lift in activations, upgrades, and accessory sales in stores and a 35% lift in Willingness to Recommend scores.

Sales Training

Goals: Attract more front-line sales representatives to watch weekly educational videos. Enhance the value of videos by highlighting behaviors that increase sales and enhance the customer experience.

Solutions: Developed a video strategy that increased the diversity of viewpoints in all aspects of video production to broaden the appeal of the content. Engaged sales clients directly in the video development process to ensure alignment with current goals and best practices.

Result: Overall video viewership increased by 25% after one month of executing the new strategy.

Sales Videos

Goal: Drive customer awareness of the Cricket Refer A Friend program to generate referral business.

Solution: Produce a customer-friendly video that uses the Cricket brand voice and demonstrates how to refer friends and earn account credits.