AmbaFlex Spiral Conveyor Solutions

Customer Service Manager AMCAS

Amazon

Customer Service Operations Manager

Humanscale

Provide day-to-day direction and leadership for the Customer Care Team with respect to Organizational, Business Process, and Policy decisions.  Instill philosophy of Continuous Improvement and drive organization to year over year improvements in performance and service.  Ensure a strong spirit of collaboration and knowledge sharing exists throughout the organization relating to Customer Service, Supply Chain, Logistics, Sales, Quality and Operations.  Identify issues with processes, policies, teamwork, technology, and personnel, and work cross-functionally to execute solutions that result in high customer satisfaction.  Define and implement staffing and organizational strategies that maximize customer satisfaction, efficiency, productivity, and reduce costs to serve.  Develop and manage an annual expense budget of ~$8M.  Recommend and implement solutions that reduce cost per FTE, Cost per Transaction and overall Cost to Serve.

Director of Customer Care

Benjamin Moore & Co.

Lead and develop a high-performing Customer Experience team that represents the Benjamin Moore brands by providing excellent customer service while developing strong relationships with our Customers, Field Sales, Credit and Logistic teams.  Build, lead and inspire our Customer Experience Team to deliver a world-class user and customer support experience.  Assist with developing and owning customer experience strategy implementation collaborating with peers, global team and cross-functional stakeholders, and develop deep customer segment expertise.  Ensure that call quality is maintained according to established customer service metrics relating to attitude, accuracy, response time, and caller satisfaction.  Drive a data-driven approach to decisions across teams, continuously analyzing data to improve operations.  Regularly assess Benjamin Moore Sales, Marketing and Customer Experience service departments to ensure they are working together to deliver seamless customer service.  Gather customer feedback, analyze it and then design specific practices the organization can put into place so that our customers benefit while profits also improve.  Track, analyze and ensure team performance data is being met or exceeded.  Analyzes training needs and assists in developing and conducting training programs

Senior Manager - Global Customer Experience 

Penn Foster Education

I oversee the client support center for a double-digit growth business unit within the organization. My focus is on developing people, processes and technology that enable a market leading and highly differentiated client experience. With an emphasis on building brand loyalty I drive innovation and develop a high performance client-facing model/team that cost-effectively scales to deliver exceptional value to clients/students.   

As part of the leadership team, I oversee the total solution experience for clients, supporting both institutions that underwrite enrollments and the needs of students given the unique delivery model. I lead cross-functional teams in pursuit of harnessing existing infrastructure and capabilities and further optimizing all aspects of the rapidly growing $14 million B2B portfolio including high school, industrial and veterinary verticals.

Sr. Director, Client Experience

University of Phoenix

Facilitate Introduction to Business class

Online Instructor - School of Business

Eckler Industries, Inc.

Director of Sales and Customer Service

Dorman Products

Director of Customer Service

Teachers Credit Union

Manager of Member Services

Senior Manager of Customer Experience in the Consumer Goods, Automotive, Financial, and Education industries. Skilled in Customer Journey Mapping, Budgeting, Operations Management, Coaching, Sales, and Contact center start-up. 

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