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Director of Customer Support Experience Resume Example

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DIRECTOR OF CUSTOMER SUPPORT EXPERIENCE
Professional Summary

Seasoned operations leader with a proven track record building, scaling and leading best-in-class teams. Passionate about improving employee engagement and enhancing customer experiences through people, process, technology and data approaches. Excited for new opportunities applying expertise influencing customer retention and revenue growth.

Skills and Experiences
  • Team Leadership
  • Employee Engagement
  • Customer Experience
  • Agile Methodologies
  • Collaboration
  • Data Analytics
  • Project Management
  • Organizational Skills
  • Strategic Planning
  • Contact Center Technologies
  • Digital Transformation
  • Demand Forecasting
  • Customer Service
  • Data Governance
Work History
Director of Customer Support Experience, 01/2016 to 10/2019
Company Name – City, State
  • Influenced customer retention and revenue growth, providing best-in-class customer support experience.
  • Inspired 100+ personnel across 7 global locations, fostering an exciting, fun and challenging culture.
  • Enhanced employee development and improved internal tools, leading to best-in-class employee engagement scores.
  • Serviced 400,000 users, supporting 175,000 customer interactions per year.
  • Prioritized issue resolution KPIs, improving customer resolutions times by 25%.
  • Recognized 20% scale, annually, analyzing customer contact trends and eliminating unnecessary contacts.
  • Fostered employee empowerment, resulting in a 90% first contact resolution rate.
  • Achieved a 10% annual efficiency gain, building business system automation and platform integrations.
  • Introduced agile methodologies, aligning project management approaches to product and technology teams.
  • Cultivated activity management principals, improving initial response times by 50%.
  • Implemented quality assurance management (QAM) systems and processes, facilitating individual accountability.and consistency.
  • Introduced workforce management (WFM) systems and processes, improving phone call response times by 50% and reducing overall team backlog by 75%.
  • Enriched customer experience, implementing new chat, self-help and authenticated case management channels.
  • Responsible for managing business systems provider relationships and negotiating new and existing contracts.
  • Oversaw $9.5 million annual budget, obtaining over 99% to-plan success rates each year.
  • Forecasted annual demand, ensuring appropriate staffing levels and resource were met.
  • Forged on/off-shore 3rd party partnerships, achieving 24/7/365 'follow-the-sun' customer support availability.
  • Aligned to customer segments and customer service plans, personalizing and monetizing customer experiences.
  • Modernized voice of customer (VOC) practices, introducing customer effort score (CES) measurements.
  • Influenced customer relation management (CRM) and deployed case manage system (CMS) enhancements.
  • Led business system provider selection process, articulating business requirements and customer needs.
  • Established internal transparency, distributing real-time service KPI dashboards and reports across the company.
  • Cultivated relationships throughout the organization, fostering team and customer collaboration.
  • Chaired multi-year project, introducing service missions and producing digital transformation road maps.
  • Managed annual strategic operating plan, ensuring proper corporate alignment and successful execution.
  • Co-authored customer journey documentation, clarifying internal responsibilities and outcome ownership.
  • Acted as a trusted adviser to key customers, performing on-site reviews and consultations.
Senior Customer Support Manager, 08/2010 to 01/2016
Company Name – City, State
  • Implemented an exciting, fun and challenging culture, resulting in employee attrition rate under 15%.
  • Coached all levels of customer support personnel, including managers, leads and individual contributors.
  • Managed 20 employees, maintaining optimal productivity and service levels.
  • Oversaw training of new team members, promoting consistency and best practices.
  • Acted as a point of escalations for enterprise level customers, ensuring customer satisfaction and retention.
  • Performed on-site customers visits, consulting customers on best practices and training them on new products.
  • Prepared documentation and logs, detailing team and individual activities.
  • Retained top talent, conducting team performance evaluations and corrective action planning.
  • Supported senior leadership and promoted continuous improvement, delivering status and performance reports.
  • Built multi-channel support environment, consisting of telephony, chat email, and self-help channels.
  • Implemented technical support practice teams, specializing around SAP, Oracle, Netsuite, 40 other ERP solutions.
  • Obtained highest customer satisfaction scores across all company support teams.
  • Influenced final staffing decisions including hiring, promotions, and terminations.
  • Provided input on budgetary decisions and strategic planning.
  • Promoted to Sr. Manager January 2012.
Technical Account Manager, 06/2005 to 07/2010
Company Name – City, State
  • Pioneered new role, focused on supporting enterprise and key customers.
  • Helped scales team, ensuring appropriate customer coverage.
  • Established technical relationships, enabling trust and customer engagement.
  • Performed on-site joint business reviews, ensuring partnership transparency.
  • Reported to internal stakeholder and customer executives, ensuring proper resourcing on issue.
  • Communicated internal on customer risk, establishing 'get back to healthy' plans.
  • Trained customers, optimizing product usage and best practices are followed.
  • Advocated for customers, ensuring internal issues were being addressed.
  • Managed portfolio of 25 customers, protecting over $1 million in annual recurring revenue (ARR).
  • Established valuable relationships with customers, growing this ARR by 50% in 5 years.
  • Promoted to Senior Technical Account Manager
Education
Bachelor of Science: Financial Management Information Systems (FMIS), Finance, Management Information Systems, 2001
University of Minnesota - City, State
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Resume Overview

School Attended

  • University of Minnesota

Job Titles Held:

  • Director of Customer Support Experience
  • Senior Customer Support Manager
  • Technical Account Manager

Degrees

  • Bachelor of Science : Financial Management Information Systems (FMIS), Finance, Management Information Systems , 2001

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