Becky Holdorph
About Becky Holdorph
Becky Holdorph is a Customer Experience Team Lead at Havenly, known for her unique client-facing role and diverse skill set in customer communication and agent coaching. She holds a PhD in History from the University of Southampton and has extensive experience in program coordination and escalation management across various organizations.
Work at Havenly
Becky Holdorph has served as the Customer Experience Team Lead at Havenly since 2020. In this role, she has taken on a unique client-facing position that encompasses a variety of responsibilities, including customer communication, agent coaching, and executive correspondence. She is recognized as a go-to person for special projects, such as CRM testing and the development of business cases and playbooks. Her ability to manage multiple tasks effectively contributes to the overall efficiency of the customer experience team.
Education and Expertise
Becky Holdorph holds a Doctor of Philosophy (PhD) in History from the University of Southampton, where she studied from 2011 to 2015. She also earned a Master of Arts (M.A.) in Medieval and Renaissance Studies from the same institution in 2012. Earlier, she obtained a Bachelor of Arts (BA) in International/Global Studies with a focus on Russian from Kenyon College, completing her studies in 2007. This educational background supports her analytical skills and expertise in customer experience management.
Background
Becky Holdorph has a diverse professional background, having worked in various roles across different organizations. She was an Undergraduate Program Coordinator at UCL for eight months in 2016 and held multiple temporary positions at the University of Southampton from 2012 to 2016. Additionally, she worked as an Escalation Specialist at Qualfon from 2017 to 2020, where she managed over 50 escalated customer cases simultaneously. Her experience also includes a role as a Programmes Officer at King's College London and as a Unit Coordinator for the Girl Scouts of Western Washington.
Achievements
During her tenure at Qualfon, Becky Holdorph developed tracking and reporting systems that maintained the efficiency of the escalations program during a CRM switch. She successfully managed a high volume of escalated customer cases without negatively impacting program performance. At Havenly, she provides comprehensive reports and analysis in weekly meetings and quarterly business reviews, identifying trends and proposing data-driven solutions. Her organizational skills are evident in her creation of detailed tools, such as color-coded spreadsheets and 30-60-90 plans.