Enthusiastic, productive leader with extensive experience managing national technical service teams in multiple contact centers/locations. Excels in planning, developing and implementing strategies that respond to customer and market demands; and solving difficult customer issues while providing the best resolution for the customer and company. Consistently delivers support, software and technical communication/documentation that increases satisfaction and life-long customer loyalty. A committed leader who empowers individuals and teams to make decisions that result in high productivity, morale and customer satisfaction.
¨Increased staff individual productivity by 20% by sharing company vision and empowered employees to make decisions on behalf of the company (Google)
¨Increased customer satisfaction from a 40% level to over 93% (Google)
¨Reduction in response times from over 30 minutes to under eight seconds (Google)
¨Managed in-house customer support technicians for a 24/7 multiple contact centers (dMarc)
¨Reduced abandon call rate by 20% to under 1% abandon rate (Prophet Systems)
¨Increased recurring support revenue from $1.7 million to $3.8 million per year (Prophet Systems)
¨Consistently achieved customer satisfaction ratings that exceed industry standards