Summary
Overview
Work History
Skills
Affiliations
Languages
Timeline
Generic

STEISY NISSEN

Berkeley

Summary

Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.

Overview

21
21
years of professional experience

Work History

Community Hub/Tech Support Coordinator

Strava
02.2022 - 01.2025
  • Established Strava's community hub on Khoros, launched in July 2022
  • Authored and edited community content to support marketing goals
  • Delivered comprehensive reports on hub trends for project management teams
  • Designed and executed internal processes to enhance membership growth

Senior Customer Service Technical Support Specialist

Strava
02.2020 - 02.2022
  • Respond to member inquiries by providing assistance with site functionality, in addition to troubleshooting Strava applications, GPS data problems and activity analysis issues
  • Stay up to date of product changes, bugs & updates in order to relay the most accurate information to our members
  • Communicate trends to the company based on user feedback and feature requests
  • Monitored system performance metrics to identify areas of improvement

Part Time Support Specialist

Strava
08.2013 - 02.2020
  • Respond to member inquiries by providing assistance with site functionality, in addition to troubleshooting Strava applications, GPS data problems and activity analysis issues
  • Stay up to date of product changes, bugs & updates in order to relay the most accurate information to our members
  • Communicate trends to the company based on user feedback and feature requests

Classroom Skills Educator

Early Ecology
09.2016 - 06.2018
  • Combine the values of Forest School with more traditional indoor learning skills and academics
  • Establish and maintain a positive and respectful classroom culture with effective behavior management practices and classroom organization
  • Prepare students who will be transitioning to a conventional elementary school in the fall

Operations/Customer Service Manager

TasteBook, Inc.
Berkeley
10.2007 - 08.2011
  • Develop systems, policies, and processes for customer service and fulfillment teams
  • Researched and tested CRM software options, and worked with our team to integrate the product chosen (Zendesk)
  • Hired, trained and managed Customer Service team; including representatives in the Philippines
  • Created monthly sales, inventory, and budget reports (in Excel)
  • Responsible for managing all aspects of order processing and fulfillment: quality control, shipping and receiving, inventory, machinery, and printing
  • Coordinated with partners on projects and promotions
  • Manage all aspects of operations including vendor and supply coordination
  • Coordinate warehouse move from Texas to Berkeley

CLIENT SERVICES MANAGER

Alibris
Emeryville
08.2003 - 10.2007
  • Created extensive training program and traveled to India to train our team in India
  • Within 6 months our team in India grew from 5 to 20 representatives and was handing 75% of Tier 1 interactions
  • Consolidated Customer and Seller Services into a single Client Services team to boost collaboration
  • Functioned as essential liaison for communication between sellers and our warehouse in Sparks, NV

Skills

  • Technical support
  • Customer service
  • Data reporting
  • Process improvement
  • Content creation
  • Project management
  • Staff education and training
  • Verbal and written communication

Affiliations

  • Beekeeper
  • Native plant gardener
  • Berkeley Animal Shelter volunteer
  • Feral cat feeder
  • Softball player & team manager

Languages

Norwegian
Professional

Timeline

Community Hub/Tech Support Coordinator

Strava
02.2022 - 01.2025

Senior Customer Service Technical Support Specialist

Strava
02.2020 - 02.2022

Classroom Skills Educator

Early Ecology
09.2016 - 06.2018

Part Time Support Specialist

Strava
08.2013 - 02.2020

Operations/Customer Service Manager

TasteBook, Inc.
10.2007 - 08.2011

CLIENT SERVICES MANAGER

Alibris
08.2003 - 10.2007

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