Experience

ClearOne Advantage

• United States
• Financial Services
• 100 - 200 Employee

• Director of Client Success CLG

  • Dec 2021 - Present

  Set the overall vision and strategic plan for the department, focused on driving a positive customer experience, and driving growth through key metrics and net retention improvements that include, but are not limited to revenue add accts, exceed service level and abandoned call % targets, NPS, and client retention targets. Reduce churn and support new business growth through greater client retention and superior client experience Create a culture where teammates are heard and… Show more Set the overall vision and strategic plan for the department, focused on driving a positive customer experience, and driving growth through key metrics and net retention improvements that include, but are not limited to revenue add accts, exceed service level and abandoned call % targets, NPS, and client retention targets. Reduce churn and support new business growth through greater client retention and superior client experience Create a culture where teammates are heard and valued and can align with the vision through high engagement and relationship building. Creating solid relationships that encourage collaboration and an open forum for continued growth and employee retention. Oversee all key initiatives and operational strategies for our department and be a key stakeholder in company-wide initiatives and projects. Build and lead world-class team: Recruit and develop a high performing team Drive operational practices to track performance of teams and individuals and data analysis. Work closely with across departments and C-level executive team to align on strategies, forecasting, and continued growth that exceeds goals and objectives. Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization. Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.

• CLG Operations Manager

  • Jan 2021 - Dec 2021

  Work directly with VP of Customer Service regarding day to day operations, which include, but are not limited to: Supporting the executive team’s vision and process ideals in order to efficiently deliver exceptional customer experience Establish a high standard for productivity, quality, and customer service through reporting analysis, NPS management, and work force management partnership and implementation. Manage and improve center performance through performance… Show more Work directly with VP of Customer Service regarding day to day operations, which include, but are not limited to: Supporting the executive team’s vision and process ideals in order to efficiently deliver exceptional customer experience Establish a high standard for productivity, quality, and customer service through reporting analysis, NPS management, and work force management partnership and implementation. Manage and improve center performance through performance monitoring, problem resolution, process enhancement, continued learning, and quality assurance measures. Summarize, collect, and analyze call center trends and data for regular performance reports. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Company wide relationship building at all levels to ensure clear execution of projects, enhancements, training, and development. Lead the New Employee Experience by effectively communicating with team members, trainers and management and identify our training trends, developments, and best practices for improved performance.

• Client Relations Manager

  • May 2019 - Jan 2021

  Streamlined leadership focus on the Client Relations team responsible for client retention and revenue recovery. • Led client relations team to decrease client cancellation around 2% which result in company saved fee over $1.3M, redrafting over $500k, and collecting outstanding fee over $45k monthly. • Continued team growth now expanding it’s remote employee presence across three states, while driving a winning virtual culture, delivering record breaking results, and developed… Show more Streamlined leadership focus on the Client Relations team responsible for client retention and revenue recovery. • Led client relations team to decrease client cancellation around 2% which result in company saved fee over $1.3M, redrafting over $500k, and collecting outstanding fee over $45k monthly. • Continued team growth now expanding it’s remote employee presence across three states, while driving a winning virtual culture, delivering record breaking results, and developed virtual team training and development strategies. • Created and adopted bonus structure for client relations team which drives increased company bottom line and challenges employee to reach new personal goals. • Drive day to day key performance metrics, which include productivity (Working Rate and Contacts per Hour) and Profitability (Save Count, Save Fee, Outstanding Fee Collection, and Redrafts). • Ongoing cross functional partnerships and relationship building.

• Client Loyalty Manager

  • Oct 2017 - Apr 2019

  • Develop and direct procedures governing customer service interactions for remote teams, as well as day to day performance, for our client retention and chat/email client support teams. Client relations team maintains a 2% cancel rate with monthly company savings of $500,000 plus. Our chat/email team efficiently handles about 8,000 emails and about 3500 chats monthly with a satisfactory 94% service level and above. • Build strong cross functional relationships with negotiations… Show more • Develop and direct procedures governing customer service interactions for remote teams, as well as day to day performance, for our client retention and chat/email client support teams. Client relations team maintains a 2% cancel rate with monthly company savings of $500,000 plus. Our chat/email team efficiently handles about 8,000 emails and about 3500 chats monthly with a satisfactory 94% service level and above. • Build strong cross functional relationships with negotiations, sales, underwriting, and quality control for special projects and day to day operations and cross-functional responsibilities. • Lead the customer service teams fostering an environment of success, teamwork, strong work ethic, integrity, and excellence. Key performance metrics measured in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, Working Rate, and Positive Actions Attainment. • Suggested and led adopted strategies that improved overall customer experience, agent productivity and reliability, and company profitability. • Direct impact to professional growth through mentoring, coaching, and leading employees through their career development. • Launched and support the workforce management process for the customer service team, which includes schedule generation, client contact forecasting, and employee shift bids to maximize efficiency and occupancy levels. Created initial departmental attendance policy which also resulted in improved attendance, occupation levels, and overall productivity.



Salter Labs

• United States
• Medical Device
• 1 - 100 Employee

• Customer Care Manager

  • Jan 2017 - Jan 2018

  • Direct and oversee all aspects of customer service staff, policies, processes, and initiatives in order to influence a positive customer experience. • Develop, direct, and interpret procedures governing all customer service interactions for both domestic and international client base regarding order placement, delivery, accuracy, problem resolution and execution, which include Fortune 500 medical device distributors, large hospital and surgery center health systems, and home care… Show more • Direct and oversee all aspects of customer service staff, policies, processes, and initiatives in order to influence a positive customer experience. • Develop, direct, and interpret procedures governing all customer service interactions for both domestic and international client base regarding order placement, delivery, accuracy, problem resolution and execution, which include Fortune 500 medical device distributors, large hospital and surgery center health systems, and home care providers. • Build strong cross functional relationships and closely partner with Medical Device Sales Leaders, Accounting, Supply Chain, Distribution, Manufacturing, IT, Marketing, Human Resources, and Suite C executive leadership team to streamline efficiencies, positively impact existing and new business relationships, increase customer retention, implement new acquisitions, and impact bottom line performance. • Key project team member of relocation of the customer service department across states that include, but not limited to: training curriculum development, hiring and on-boarding of entire customer service staff, building setup and preparation of the new location, managing budget objectives, implement new VOIP phone system, create new relevant reporting, and implement improved strategies for the department's day to day operations. • Lead the customer service team fostering an environment of success, teamwork, strong work ethic, integrity, and excellence. Show less • Direct and oversee all aspects of customer service staff, policies, processes, and initiatives in order to influence a positive customer experience. • Develop, direct, and interpret procedures governing all customer service interactions for both domestic and international client base regarding order placement, delivery, accuracy, problem resolution and execution, which include Fortune 500 medical device distributors, large hospital and surgery center health systems, and home care… Show more • Direct and oversee all aspects of customer service staff, policies, processes, and initiatives in order to influence a positive customer experience. • Develop, direct, and interpret procedures governing all customer service interactions for both domestic and international client base regarding order placement, delivery, accuracy, problem resolution and execution, which include Fortune 500 medical device distributors, large hospital and surgery center health systems, and home care providers. • Build strong cross functional relationships and closely partner with Medical Device Sales Leaders, Accounting, Supply Chain, Distribution, Manufacturing, IT, Marketing, Human Resources, and Suite C executive leadership team to streamline efficiencies, positively impact existing and new business relationships, increase customer retention, implement new acquisitions, and impact bottom line performance. • Key project team member of relocation of the customer service department across states that include, but not limited to: training curriculum development, hiring and on-boarding of entire customer service staff, building setup and preparation of the new location, managing budget objectives, implement new VOIP phone system, create new relevant reporting, and implement improved strategies for the department's day to day operations. • Lead the customer service team fostering an environment of success, teamwork, strong work ethic, integrity, and excellence. Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Bilingual Senior Manager

  • Apr 2016 - Sep 2016

  • Lead and serve a large team of bilingual customer service and technical service employees (direct and indirect reports) in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, and First Call Resolution metrics. • Accountable for performance readouts during Operational Reviews with Director and various Suite C company leaders and delivered remarkable… Show more • Lead and serve a large team of bilingual customer service and technical service employees (direct and indirect reports) in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, and First Call Resolution metrics. • Accountable for performance readouts during Operational Reviews with Director and various Suite C company leaders and delivered remarkable results while in position. • Owned adopted strategies that improved overall customer and employee satisfaction, customer loyalty, low attrition within team, and increased overall company profitability. • Support aggressive hiring initiatives for contact center in order to improve overall bilingual candidate pool and new hire performance with proven successful hiring decisions. • Network with at all levels of the business and various workgroups in order to drive performance and career development opportunities. • Direct impact to professional growth through mentoring, coaching, and leading employees through their career development. • Fostered an accountable and winning culture that created current successful leaders for the business.

• Senior Manager

  • Jun 2015 - Mar 2016

  • Lead and serve a large team of employees (direct and indirect reports) in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, and First Call Resolution metrics. • Accountable for performance readouts during Operational Reviews with Director and various Suite C company leaders and delivered remarkable results while in position. • Owned adopted… Show more • Lead and serve a large team of employees (direct and indirect reports) in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, and First Call Resolution metrics. • Accountable for performance readouts during Operational Reviews with Director and various Suite C company leaders and delivered remarkable results while in position. • Owned adopted strategies that improved overall customer and employee satisfaction, customer loyalty, low attrition within team, and increased overall company profitability. • Point of Contact Senior Manager for the New Employee Experience – hiring, onboarding, strategizing, and developing our new hire employees. • Network with at all levels of the business in order to drive performance and career development opportunities. • Direct impact to professional growth through mentoring, coaching, and leading employees through their career development. • Fostered an accountable and winning culture that created current successful leaders for the business. • Support aggressive hiring initiatives for contact center in order to improve overall candidate pool and new hire performance with proven successful hiring decisions.

• Operations Consultant

  • Jun 2014 - Jun 2015

  • Develop training classes and content that supported our performance around various PA metrics and contributed to our center ranking #1 YTD on a balanced scorecard. • Responsible for the overall center deliverable around Positive Actions and Compass Efforts which led to Month over Month improvements and assisting the Charlotte Contact Center in being ranked #4 nationally in our Customer Loyalty in 2015. • Ensure accurate training completions, monthly career progressions for both care and… Show more • Develop training classes and content that supported our performance around various PA metrics and contributed to our center ranking #1 YTD on a balanced scorecard. • Responsible for the overall center deliverable around Positive Actions and Compass Efforts which led to Month over Month improvements and assisting the Charlotte Contact Center in being ranked #4 nationally in our Customer Loyalty in 2015. • Ensure accurate training completions, monthly career progressions for both care and technical teams, and NPS survey callbacks by closely working with the senior leadership team, area support partners, and frontline employees. • Create strong partnerships with Area and Contact Center employees in order to effectively deliver on assigned projects, drive performance, and support the overall success of our contact center. • Support aggressive hiring initiatives for contact center in order to improve overall candidate pool and new hire performance with proven successful hiring decisions

• Team Supervisor

  • Jan 2006 - Jul 2014

  Held progressive leadership supervisory roles from customer service, technical support, and advanced technical support.

• Customer Service Representative

  • Mar 2004 - Jan 2006

  Entry Level Client Support