Meet Talei Wood, Vend’s VP of Customer Support. As an expert in all things customer experience, success, and support, Talei runs our high-performing support team and she’s helped develop and implement some innovative practices to help our staff delight Vend retailers even more.
Talei is an amazing leader, which is why we’re thrilled to see Zendesk celebrate her in their Internal Women’s Day series.
Check out Zendesk’s feature here, to discover her story. From being invited to a private rehearsal with Jay Z to finding meaningful work in customer success, Talei has had many adventures and continues to break glass ceilings.
Talei’s work at Vend
Talei is responsible for establishing Knowledge Centers Service (KCS) at Vend, which paved the way for a better self-service experience for our retailers. With KCS, our support team was able to produce more content for Vend’s knowledge base, which helped double Vend’s self-service rate and reduce escalation by 25%.
“At the heart of every operation is people; and at the heart of every support function is solving problems. Solving tickets is what’s on the mind of a support team. KCS takes solves out of the center of support and puts knowledge at the center of support,” she explained to Zendesk.
On being a leader
Like many women, Talei had her share of challenges while being a female in the workplace. “I’ve been excluded for being a woman, been dismissed, had situations where I had to fight for my voice,” recalled.
But she rose up to every single challenge and emerged as a strong and highly-capable leader — and it’s not necessarily because of her gender.
As Talei puts it, “I don’t want to reinforce the box called ‘woman.’ There’s a double bind with that. You have to be assertive enough, but if you’re too assertive you don’t get promoted; nurturing but not so nurturing you’re seen as soft. It’s important to be ourselves. I am a leader who is a woman rather than a woman leader.”
About Francesca Nicasio
Francesca Nicasio is Vend's Retail Expert and Content Strategist. She writes about trends, tips, and other cool things that enable retailers to increase sales, serve customers better, and be more awesome overall. She's also the author of Retail Survival of the Fittest, a free eBook to help retailers future-proof their stores. Connect with her on LinkedIn, Twitter, or Google+.