Lindsay St.Clair
Customer Service Manager at Tobii Dynavox- Claim this Profile
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Bio
Credentials
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Managing Organizational Change for Managers
LinkedInNov, 2023- Nov, 2024 -
The Cure for Impostor Syndrome
LinkedInNov, 2023- Nov, 2024 -
Making Your Anxiety Work for You
LinkedInOct, 2023- Nov, 2024 -
How to Make Your Voice Heard
LinkedInJun, 2023- Nov, 2024 -
Root Cause Analysis: Getting to the Root of Business Problems
LinkedInJun, 2023- Nov, 2024 -
Mastering Organizational Chaos
LinkedInApr, 2023- Nov, 2024 -
Human Leadership
LinkedInFeb, 2023- Nov, 2024 -
Having Difficult Conversations: A Guide for Managers
LinkedInJan, 2023- Nov, 2024 -
How to Motivate Yourself to Do What’s Most Important
LinkedInJan, 2023- Nov, 2024 -
Be the Manager People Won't Leave
LinkedInDec, 2022- Nov, 2024 -
Managing a Customer Service Team
LinkedInDec, 2022- Nov, 2024 -
The Art of Leadership (getAbstract Summary)
LinkedInDec, 2022- Nov, 2024 -
The Neuroscience of Strategy and Creative Leadership
LinkedInDec, 2022- Nov, 2024 -
The Six Morning Habits of High Performers
LinkedInDec, 2022- Nov, 2024 -
Avoiding Common Pitfalls in Customer Success Management
LinkedInNov, 2022- Nov, 2024
Experience
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Tobii Dynavox
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Sweden
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Medical Equipment Manufacturing
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300 - 400 Employee
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Customer Service Manager
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Sep 2017 - Present
Currently serving as Customer Service Manager – North America for Tobii Dynavox. Tobii Dynavox is a manufacturer and distributor of speech generating hardware and software and other special education supports. The company also is home to Boardmaker, a suite of tools that allow educational curriculum and activities to be adapted to meet a range of student learning, cognitive and physical needs. I serve as manager to a customer service team of 11 representatives whose duties range from assisting… Show more Currently serving as Customer Service Manager – North America for Tobii Dynavox. Tobii Dynavox is a manufacturer and distributor of speech generating hardware and software and other special education supports. The company also is home to Boardmaker, a suite of tools that allow educational curriculum and activities to be adapted to meet a range of student learning, cognitive and physical needs. I serve as manager to a customer service team of 11 representatives whose duties range from assisting a large outside sales team, helping clients with billing and product issues and more. Some regular expectations include: • NPS survey follow up and BBB complaint resolution • Coaching and mentoring team of 11 representatives including annual talent reviews, performance reviews and salary reviews • Working closely with finance on vendor registrations, invoice corrections, and tax exemption • Escalated customer communications • Weekly, monthly, yearly data collection and reporting • New hardware, software training and collaboration with manufacturing, R&D teams, project managers for ensured compliance with customer service processes, optimal customer experience • Collaboration with IT and systems management striving for internal systems simplification • Processing orders, backorder for shipment, giveaways and approving refund requests I am also a Diversity, Equity and Inclusion Committee member working to influence positive change within our organization. Show less Currently serving as Customer Service Manager – North America for Tobii Dynavox. Tobii Dynavox is a manufacturer and distributor of speech generating hardware and software and other special education supports. The company also is home to Boardmaker, a suite of tools that allow educational curriculum and activities to be adapted to meet a range of student learning, cognitive and physical needs. I serve as manager to a customer service team of 11 representatives whose duties range from assisting… Show more Currently serving as Customer Service Manager – North America for Tobii Dynavox. Tobii Dynavox is a manufacturer and distributor of speech generating hardware and software and other special education supports. The company also is home to Boardmaker, a suite of tools that allow educational curriculum and activities to be adapted to meet a range of student learning, cognitive and physical needs. I serve as manager to a customer service team of 11 representatives whose duties range from assisting a large outside sales team, helping clients with billing and product issues and more. Some regular expectations include: • NPS survey follow up and BBB complaint resolution • Coaching and mentoring team of 11 representatives including annual talent reviews, performance reviews and salary reviews • Working closely with finance on vendor registrations, invoice corrections, and tax exemption • Escalated customer communications • Weekly, monthly, yearly data collection and reporting • New hardware, software training and collaboration with manufacturing, R&D teams, project managers for ensured compliance with customer service processes, optimal customer experience • Collaboration with IT and systems management striving for internal systems simplification • Processing orders, backorder for shipment, giveaways and approving refund requests I am also a Diversity, Equity and Inclusion Committee member working to influence positive change within our organization. Show less
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Atlantic Broadband
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United States
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Telecommunications
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300 - 400 Employee
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Customer Care Supervisor
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Jan 2016 - Sep 2017
Fulfilled the role of Customer Care Supervisor as part of Atlantic Broadband’s Leadership/Management team. Duties included but were not limited to: customer escalations, managing and coaching a staff of 75 employees (and even more virtual employees), corporate escalations, managing attendance/scheduling, creation of performance reviews, weekly NPS report reviewing. Additionally, followed up with social media escalations, trained representatives on various initiatives and assisted with product… Show more Fulfilled the role of Customer Care Supervisor as part of Atlantic Broadband’s Leadership/Management team. Duties included but were not limited to: customer escalations, managing and coaching a staff of 75 employees (and even more virtual employees), corporate escalations, managing attendance/scheduling, creation of performance reviews, weekly NPS report reviewing. Additionally, followed up with social media escalations, trained representatives on various initiatives and assisted with product knowledge and order entry questions were all part of my day to day.
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Quality Assurance
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May 2009 - Jan 2016
Member of the Customer Care Leadership Team reviewing and scoring weekly calls for care center representatives in the PA region. I provide training to newly hired employees regarding call quality expectations and call quality related trainings to current Care Team members. In addition, I provide assistance to the Customer Care Leadership team by reconciling weekly coaching data to ensure that all Customer Care agents are properly and regularly coached on their performance. I assist Human… Show more Member of the Customer Care Leadership Team reviewing and scoring weekly calls for care center representatives in the PA region. I provide training to newly hired employees regarding call quality expectations and call quality related trainings to current Care Team members. In addition, I provide assistance to the Customer Care Leadership team by reconciling weekly coaching data to ensure that all Customer Care agents are properly and regularly coached on their performance. I assist Human Resources/Customer Care Team daily with tracking employee attendance to ensure accuracy. With that data I am able to be sure that proper attendance paperwork is on file and that attendance protocol is followed based on union and company standards. I also monitor calls for our Commercial Inbound agents to ensure that our commercial customers are receiving the same great care as our residential customers. I am assisting with the integration of the Commercial team's Quality Assurance program to align it with that of our Customer Care, Sales and Retention and Advances Services department.
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Customer Care Representative
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Aug 2007 - May 2009
Received incoming calls in the customer care department. Sales, billing, payments, troubleshooting of broadband services, etc. Also handled face to face transactions, equipment and cash handling at front counter office.
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Westmont Hilltop High School
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Johnstown, Pennsylvania Area
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High School Forensics Team Co-Advisor
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Sep 2014 - May 2015
-Communicates with the student body as to the goals and purposes of the Forensics Team and encourages participation. -Meets with team members and coaches participants as necessary in preparation for each competition. -Knows and ensures the implementation of established rules and procedures for forensics competition. -Selects individuals to compete in individual or team efforts according to appropriate criteria and as specified by the contest or league. -Files necessa… Show more -Communicates with the student body as to the goals and purposes of the Forensics Team and encourages participation. -Meets with team members and coaches participants as necessary in preparation for each competition. -Knows and ensures the implementation of established rules and procedures for forensics competition. -Selects individuals to compete in individual or team efforts according to appropriate criteria and as specified by the contest or league. -Files necessary entry applications and arranges for the registration fees to be paid. -Initiates any transportation arrangements needed for competitions. -Coordinates hospitality arrangements when hosting competitions. -Participates as required as a judge/official during competitions. -Submits budget needs annually to the principal and orders supplies and materials in accordance with established timelines and guidelines. -Oversees any financial dealings of the students and accounts for use of program monies including, but not limited to fund raising efforts. -Provides supervision of all students involved on the team during all times of involvement. -Maintains necessary team roster, attendance forms, eligibility records, and similar paperwork and provides information to the principal as required. -Strives to establish cooperative relations and makes a reasonable effort to communicate with parents/guardians as appropriate. -Promotes awareness of the Forensics Team by providing information to the principal and other relevant audiences about activities. Team took 2015 District champions! Show less -Communicates with the student body as to the goals and purposes of the Forensics Team and encourages participation. -Meets with team members and coaches participants as necessary in preparation for each competition. -Knows and ensures the implementation of established rules and procedures for forensics competition. -Selects individuals to compete in individual or team efforts according to appropriate criteria and as specified by the contest or league. -Files necessa… Show more -Communicates with the student body as to the goals and purposes of the Forensics Team and encourages participation. -Meets with team members and coaches participants as necessary in preparation for each competition. -Knows and ensures the implementation of established rules and procedures for forensics competition. -Selects individuals to compete in individual or team efforts according to appropriate criteria and as specified by the contest or league. -Files necessary entry applications and arranges for the registration fees to be paid. -Initiates any transportation arrangements needed for competitions. -Coordinates hospitality arrangements when hosting competitions. -Participates as required as a judge/official during competitions. -Submits budget needs annually to the principal and orders supplies and materials in accordance with established timelines and guidelines. -Oversees any financial dealings of the students and accounts for use of program monies including, but not limited to fund raising efforts. -Provides supervision of all students involved on the team during all times of involvement. -Maintains necessary team roster, attendance forms, eligibility records, and similar paperwork and provides information to the principal as required. -Strives to establish cooperative relations and makes a reasonable effort to communicate with parents/guardians as appropriate. -Promotes awareness of the Forensics Team by providing information to the principal and other relevant audiences about activities. Team took 2015 District champions! Show less
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Mountain Playhouse
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United States
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Advertising Services
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1 - 100 Employee
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Usherette/Intern
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2001 - 2004
Costume design, set construction/building/painting, sound board operation, light board operation, stage management, seating of patrons Costume design, set construction/building/painting, sound board operation, light board operation, stage management, seating of patrons
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Education
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2003 - 2004
Point Park University
Theatre Arts -
2002 - 2003
Allegheny College of Maryland
Pre-College coursework -
Jones NCTI
Continuing Education/Additional Coursework -
2016 - 2016
Thayer Leader Development Group at West Point
Community
