Joseph Huisman's Linkedin Analytics

I am a strategic executive with over 15 years of experience improving customer experience, enhancing customer adoption, leading teams, and expediting user experience. What makes me stand out is my ability to evaluate consumer insights to drive the creation of strategy and establish a scalable customer support organizational structure for a rapidly growing customer base. I am known for my innovative mindset, ability to take a fresh approach, and being extremely self-motivated, which has resulted in designing the vision for the customer experience across all touchpoints while aligning the organization’s tactics with customer needs. As a dedicated mentor and compassionate leader, I have supervised teams to meet defined requirements and drive smooth project-related operations. I strive to provide value as a company resource by organizing departments, administering budgets, and fulfilling stakeholders’ needs. A few of my career highlights include: ➥ Established a high-functioning and successful customer support team by setting clear Key Performance Indicators (KPIs) and goals, accomplishing three consecutive quarters with 100% positive Customer Satisfaction (CSAT) as a Senior Director, Customer Experience – SaaS Event Management Tech. ➥ Highlighted tiers and escalation procedures to streamline the efficiency of customer support operations by 30% utilizing Zendesk, reducing response time by 50% and time to close by 30% in 6 months within Swoogo. ➥ Implemented new processes and tools to eliminate bottlenecks and optimize tasks, decreasing call hold times by 60% and elevating efficiency across the support department by 35% as a Director, Customer Support – SaaS. “[Customer experience isn’t an expense. Managing customer experience bolsters your brand.]”– Stan Phelps Core Competencies ➥ Broad Management Practices ➥ Budget Control ➥ Complex Problem Solving ➥ Continuous Improvement ➥ CRM Administration ➥ Customer Service/Customer Success/Customer/Software Support ➥ Incident Management ➥ Key Performance Indicators ➥ Operations Management ➥ Product Enablement ➥ Staff Management/Staff Development ➥ Stakeholder Relationships ➥ Strategic Direction ➥ Systems Management ➥ Team Building/Development/Leadership ➥ Training/Coaching/Feedback/Delivery ➥ Communication Excellence ➥ Cross-functional Team Leadership ➥ Customer Advocacy ➥ Customer Experience Improvement ➥ Customer Success ➥ Department Planning ➥ Employee Engagement ➥ Escalation Management ➥ Policy Development ➥ Process Improvement ➥ Project Management ➥ Team Building ➥ Troubleshooting