Atlas is an innovative payroll credit card company that opens up access to credit for a wide range of individuals. We uniquely integrate the benefits of traditional banking with the flexibility and rewards of a credit card. As the Head of Customer Experience, my role encompasses overseeing customer interactions, as well as managing our fraud and risk operations programs.<\/p>\n
“According to our policy.” While policies are important, leading with this phrase can shut down a conversation. It’s more effective to explain the reasoning behind a policy and show empathy.<\/p>\n
“Defining and building the customer experience goes beyond the traditional view of a reactive cost center. It’s about creating the very fabric that holds the company together”<\/p><\/blockquote>\n
Which celebrity would be really great at your job, and why?<\/h3>\n
Emma Watson, perhaps embodying a blend of Belle and Hermione, her iconic characters. She’s strong, empathetic, and attentive to the finer details, with a focused and determined approach.<\/p>\n
What\u2019s the most valuable thing that working in customer service has taught you?<\/h3>\n
Defining and building the customer experience goes beyond the traditional view of a reactive cost center. It’s about creating the very fabric that holds the company together. This team plays a pivotal role in shaping product direction, setting priorities, and often serves as the sole representative of the company for many customers. Through my experience, I’ve come to understand that the service we provide is not just a touchpoint but a critical element of our brand’s identity and success. It’s a vital interface where customer needs and company values converge, making it one of the most significant aspects of our business.<\/p>\n
Describe the essence of great customer service using only three words.<\/h3>\n
Insightful, concise, genuine.<\/p>\n
Which movie robot would you choose as your AI sidekick and why?<\/h3>\n
Data from Star Trek: The Next Generation<\/em>. A robot that is knowledgeable, yet always striving to understand human emotions.<\/p>\n“Once, when ending a call with a customer, I accidentally signed off by saying \u2018I love you\u2019”<\/p><\/blockquote>\n
What can you do that a bot will never be able to replicate?<\/h3>\n
Complex issue resolution, human decision-making, and escalations to eng\/prod teams.<\/p>\n
What’s the most embarrassing thing you’ve ever said\/done to a customer?<\/h3>\n
Once, when ending a call with a customer, I accidentally signed off by saying \u201cI love you.\u201d It was an amusing slip of the tongue that certainly made for a memorable customer interaction!<\/p>\n
Do you identify more with the title \u201ccustomer support,\u201d customer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/h3>\n
Customer experience transcends traditional support roles. Unlike customer support, which is primarily reactive, customer experience is proactive and holistic, encompassing more than just one department. It’s about crafting a comprehensive journey for the user. This approach ensures that every interaction contributes positively to the overall experience.<\/p>\n
What\u2019s the one piece of advice you would give to your peers in the customer service industry?<\/h3>\n
You’re not alone. We should increase our communication across companies. Both sales and marketing have extensive communities, yet there seems to be a gap in similar engagement among servicing and ops teams. It’s crucial for us to connect and collaborate, sharing insights and strategies to tackle common challenges together.<\/p>\n
What\u2019s the worst customer service you\u2019ve ever experienced?<\/h3>\n
We all have areas where improvement is needed.<\/p>\n
What\u2019s your greatest productivity hack?<\/h3>\n
AI is your friend but not the originator. It’s great to edit, summarize, and organize. Also, taking breaks \u2013 there is always something more to do, but a burned out leader is not what the company or team needs.<\/p>\n
What book are you reading at the moment?<\/h3>\n
I am an avid reader and strive for 50 to 75 books a year. Right now I am reading the second book in the Fourth Wing<\/em> series, and also re-reading Upstream<\/em> by Dan Heath.<\/p>\nWhat’s the best thing a customer has ever said to you?<\/h3>\n
\u201cI bought a house.\u201d \u201cMy business survived.\u201d \u201cYou helped change our lives.\u201d<\/p>\n
What gif best describes your mental state right now?<\/h3>\n
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