Markisha C. Ward
Customer Success Operations Manager at Wish
Based in Manteca, United States
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Seniority
Manager
Department
Customer/Client Service
Location
Manteca
Industry
Software Development
Company size
893
Contact information
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m•••••••@wish.com
Phone
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Background
About Markisha C. Ward
As a Customer Relations Manager at Martin Brower, I wish to leverage my 15+ years of experience and Zendesk certification to deliver exceptional customer service and support across multiple channels and platforms. I train, coach, and mentor a team of high-caliber agents to respond to 250K customer support tickets yearly, ensuring adherence to quality standards, policies, and procedures. I collaborate with cross-functional teams, including engineering, project managers, account managers, and account executives, to align customer success operations with the company's vision and goals. I also analyze performance metrics and generate reports to bring visibility to customer experience and how to enhance it. I am passionate about creating and implementing innovative solutions to improve customer retention and engagement, such as launching and training an outsourced vendor, transforming Zendesk ticketing system, and developing a global QA process and training curriculum. My mission is to empower my team and my customers with the best tools, resources, and strategies to achieve their desired outcomes.
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