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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE EMAIL AVAILABLE Wilmington, NC Street Address
20+ years of project management and operations experience to enable customer support teams to exceed goals. I excel by leading and guiding teams to innovate in customer support and operations. Specializing in project management and team leadership, I successfully built two teams that significantly enhanced customer satisfaction and operational efficiency. (Maintaining at 90% CSAT) My strategic approach to problem-solving and interpersonal communication has consistently delivered tangible improvements in customer retention and cost savings. (30% in cost reduction for my teams in the last 2 quarters with automation). My ability to learn the platform at an accelerated rate and provide feedback to reduce the redundancy of work and cut costs by working with development on automation, along with educating my teams, is what I most enjoy. Director, CX Operations (Facility Experience)-ShiftMed May 2023 to July 2024 Responsible for standing up two teams from the ground up specifically to support our Facility Customers and support our Customer Success Team. This aided in customer retention for our top-brand Customers. o 1 month to stand up the outbound operations team o 2 months to stand up the Tier 3 (White Glove) Support team o BPO to support overnight hours for 24/7 team I led the onboarding and implementation of the overseas support team. This team was fully operational in one month, resulting in a 20% cost savings in the first quarter. Partnered with the product team to automate manual processes to improve productivity and generate cost savings. Generated reports to communicate impact and critical learnings to C Suite. o Avg Answer Rateo Avg Handle timeo Median Reply timeso CSAT survey score (always 90% or higher) Communicated Daily reporting metrics to the CS team with recommendations for improved customer retention and growth. Empowered the customer success team with crucial information to strategize their time Created a training process to educate the Customer Success Team on new products and features, including talking tracks, highlighting value, and additional info on the new features Identified and managed process improvement projects to streamline customer success activity, which improved productivity, reduced costs, and enhanced the customer experience Communicated customer feedback to the product team to prioritize enhancements that align with the customer needs. This reduced around 15% of calls out of the call center. Senior Customer Success Manager Enterprise Partners ShiftMed February 2023 to May 2023 Created reports to communicate progress to goals daily Lead QBR with top brand customers to identify partnership and revenue growth opportunities EXPERIENCE Partnered with the Enterprise Director monthly on quarterly focuses, ensuring that the Enterprise CSMS and EPs were all focused on the same goal Lead strategic process to retain customers.Senior Customer Success Manager Over South Territory ShiftMed August 2022 to February 2023 Managed onboarding and training new customers in South Territory along with CSM Educated Customer Success Team on key activities to strategically grow the customer account. Communicated key metric updates to leadership on how the team achieved goals every week. Lead QBRs with customers and CSMs.Manager of Customer Support symplr March 2020 to July 2022 Customer Support Manager driven to exceed expectations and maximize customer satisfaction 20+ years of customer support management experience in the healthcare software industry My cross-functional collaboration skills were recognized by management as a key driver in achieving team goals Strong technical skills with business software tools and applications: o 7 years salesforceo 2 years air callo 10 years ring centralo 2 years Zendesko 2 years intercomTeam Lead of Customer Support symplr acquired CBR in March 2015 Customer Support Representative, Training Instructor, Assistant to CEO CBR Associates June 2003 Associate degree - 2006Alamance Community CollegeRecommendations Candidate's Name LinkedInEDUCATIONSKILLSProject ManagementManagement Team BuildingCustomer Service/Experience/RetentionCost analysis and savingsPerformance Evaluation and MonitoringSelf-MotivationAdaptabilityLINKEDIN: |
