Peak Support

Show Up, Dive In, Stay at It

•Contribute to business growth and sustainability.
•Build and maintain long-term client relationships.
•Act as the primary contact for client escalations.
•Lead proposal efforts and manage new business pitches.
•Develop and implement plans to support account activity and objectives.
•Coach and supervise team members.
•Collaborate with Sales and Marketing to grow and retain accounts.
•Ensure operational rigor and consistent performance.
•Present innovative ideas to optimize client business.
•Manage contract negotiations, budgets, and invoicing.
•Maintain client management data and ensure KPI performance.

Client Success Executive 

Show Up, Dive In, Stay at It

•Serve as the key point of contact for 8-12 clients
•Ensure the team lead for each account has the staffing and resources they need to succeed.
•Identify opportunities for growth or improvement within accounts, and work with the client, team lead, and/or other stakeholders to execute on those opportunities
•Review daily, weekly or bi-weekly reports to ensure we are meeting our target KPIs and Service Level Agreements. 
•Serve as a thought partner to the Peak Support leadership team, engaging in key company-wide projects.
•Monthly invoicing

Client Services Manager

Incept

•Primary point-of-contact for a portfolio of commercial clients.
•Create actionable insights into client’s customer experience and identify ways to increase client value.
•Use a data-driven and analytical approach to problem-solving, utilizing KPIs for improved customer satisfaction.
•Develop a highly referable customer base by regularly exceeding client satisfaction.
•Strategize and onboard new clients to build and maintain successful partnerships.
•Function autonomously and drive decisions across disciplines.
•Collaborate directly with internal operations and IT teams on client resource needs and performance requirements.

Client Results Account Executive & Customer Success

Longstreth Memorials

•	Liaise with superior to make decisions for operational activities and set strategic goals
•	Evaluate, track and scheduled all lines of business including but not limited to, funeral services, lettering, monument settings, service work, inventory, equipment maintenance, production and any duties that may arise that impact any of said job functions
•	Schedule and plan all production operations day to day
•	Coach and develop culture 
•	Conduct and monitor performance in all areas of the business
•	Mentor and drive results with leadership approach to situations escalated or HR related
•	Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements
•	Manage procurement processes and coordinate material and resources allocation
•	Oversee customer support processes and organize them to enhance customer satisfaction
•	Review financial information and adjust operational budgets to promote profitability
•	Revise and/or formulate policies and promote their implementation
•	Manage relationships/agreements with external partners/vendors
•	Evaluate overall performance by gathering, analyzing, and interpreting data and metrics
•	Ensure that the company runs with legality and conformity to established regulations
•	Lead coordination and integration of efforts among operations, development, implementation, and customer service to produce smoother workflow and more cost-effective business processes in all lines of business
•	Responsible for all department managers and supervisors, with review/approval responsibility for all operations employees
•	Partner and update respective sales and customer contacts in our day-to-day operations

Director of Manufacturing & Service Operations

STARTEK

Responsible for the work-force management, strategic planning, workflow, continuous improvement, productivity, service levels, quality Assurance, cost control, customer and employee retention programs and the training, mentoring and coaching of 13 exempt level staff and mentor to 3 operation managers in a 600 seat call center. 

Multi-operational call centers management including international call center support, new service launch and project management 

Co-led a cross-functional team in the design, development and implementation of coaching methods and procedures to drive a top performing leadership team with average tenure of 8 years

Successfully managed the AT&T accounts by achieving service level and quality goals 100% of every contracted quarter by coaching to behavioral actions and tracking attainment results

Managing Client Engagement; Responsible for Business Continuity; Ability to manage and influence key stakeholders and expanded new business by 35%

Senior Operations Manager

Responsible for multiple line of business operations 
Effective and efficient management of client KPIs, attrition, etc.
Responsible for the security of client revenues exceeding $1M monthly
Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
Designed performance metrics to provide traceability through organization and advance tactical and strategic business goals.
Assessed upcoming projects to forecast projected resource requirements.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
Diminished financial discrepancies by accurately collecting customer fees, managing refunds and providing complete sales documentation.
Implemented process improvements based on identification of productivity or quality issues.
Spearheaded special projects and increased efficiency through effective emergency resolution.
Secured revenue, accurately monitoring cash intake and maintaining store policy updates to eliminate discrepancies.
Delivered positive customer experiences by implementing effective quality assurance practices.
Resolved issues, including challenges regarding circuits, websites, vendors and telecoms.
Contributed to development and evaluation of service level agreements that complied with established operational parameters.

Operations Manager

Supported staff in execution of duties posing special challenges to individual skill-sets or logistical limitations of typical operations.
Directed activities of employees in sales and other departments, overseeing inventory-taking, reconciling of cash receipts and other department-specific duties.
Analyzed various processes to identify under-performance and implemented new methods that proved more effective.
Formulated work schedules, communicating with individual employees to verify availability and coordinating across departments to staff each shift fully.
Implemented sales targets, working with sales staff to communicate latest targets and approaches to promoting product awareness and boosting sales in areas of emphasis.
Led new hires through company onboarding procedures, training and instructing on demands of various positions and instilling company values.
Filled role of technical lead in performance of services outside regular scope of operations, including special customer service requests or store promotions.
Increased overall department competency by providing adequate training and constructive feedback to newly hired personnel.
Instilled mastery of products and services as well as company culture to employees, implementing learning and team building exercises into staff meetings.
Managed key resources, ensuring that each was used effectively and efficiently to avoid waste.
Assessed, optimized and elevated operations to target current and expected demands.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
Reviewed customer complaints to determine appropriate methods for resolution.

Senior Supervisor of Operations

Generated reports detailing project information and predictions.
Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
Facilitated HR operations, which included strategic workforce planning, performance management, staffing and administration of benefits.

Supervisor of Operations 

Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Evaluated customer account information to assess current issues and determine potential solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Delivered high level of service and support to each customer, paving way for future business opportunities.

Call Tech

DSL tech support-Manager

Customer Success Manager at Incept

With over 15 years of experience as an operational leader, I have consistently demonstrated my ability to propel business success through effective leadership and strategic planning. My areas of expertise revolve around Operations Management and Relationship Management, and I excel in various aspects including leadership development, customer engagement, P&L management, multi-site operations, international center launches, and project management.

By prioritizing performance accountability and client KPI management, I have guided teams towards surpassing their goals and exceeding expectations. 

Whether I am embarking on a new project or overseeing existing operations, my unwavering commitment is to deliver outcomes that foster business growth and achievement.

Taplio

Don Barnhart's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Don Barnhart's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Don Barnhart's Linkedin Analytics