Technical Support Manager

• Aug 2022 - Present

▪ Lead and manage a high-performing team of technical support professionals, ensuring efficient and effective delivery of support services for CertainPath's software members. ▪ Develop and execute customer support strategies to deliver exceptional support experiences and maintain high levels of customer satisfaction. ▪ Oversee the timely and accurate resolution of complex technical issues raised by customers, ensuring their problems are resolved effectively. ▪ Maintain in-depth knowledge of CertainPath's software solutions, staying up-to-date with features, enhancements, and technical specifications to provide accurate support and guidance. ▪ Manage and coordinate escalations, collaborating with cross-functional teams to facilitate prompt issue resolution and maintain effective communication with customers. ▪ Continuously evaluate and enhance technical support processes, leveraging best practices and tools to optimize efficiency and improve the customer support experience. ▪ Provide coaching, mentoring, and training to the technical support team, fostering their professional growth and ensuring their skills align with evolving customer needs and technical requirements. ▪ Gather and analyze customer feedback to identify areas for improvement, partnering with product development teams to drive enhancements and address recurring issues. ▪ Collaborate with cross-functional teams, including sales, product management, and quality assurance, to ensure seamless customer experiences and provide valuable insights for product improvements and roadmap planning. ▪ Maintain accurate documentation of technical support processes, resolutions, and customer interactions. Generate reports on support metrics, performance, and customer satisfaction to drive improvements and assess team performance. Show less

Sr. Manager, Customer Service

• Jan 2021 - Aug 2022

▪ Led a team of call center managers, supervisors and representatives, overseeing operations for multiple lines of business, including Liberty National Insurance, United American Insurance, and the Military Department. ▪ Developed and executed strategic plans to optimize call center performance, improve customer service, and achieve departmental goals. ▪ Implemented key performance indicators (KPIs) and performance metrics to measure and improve call center performance, including call volume, service levels, average handle time, and customer satisfaction. ▪ Directed the hiring, training, and development of call center staff, ensuring a skilled and motivated team to meet customer service objectives. ▪ Established and maintained quality assurance processes, conducting regular audits to ensure adherence to standards, regulatory compliance, and best practices. ▪ Collaborated with cross-functional teams, including sales, marketing, and IT, to align call center operations with organizational goals and drive customer-centric strategies. ▪ Utilized call center technologies and systems to enhance call routing, workforce management, and reporting capabilities. ▪ Generated reports and performed data analysis to evaluate call center performance, identify trends, and implement data-driven improvements for operational efficiency and customer satisfaction. Show less

Leader, Operations

• Jun 2020 - Jan 2021

Sr. Manager, Travel Experience

• May 2018 - May 2020

Partnered with VP of Global Support to launch new location; grew company from <100 to 1200+ within first year. Defined metrics/KPI’s, developed policies/procedures; strategized with Product, Sales, and Engineering leadership to ex-pand products and services; monitored metrics/KPI’s and created reporting to drive executive-level decision making. Spearheaded hiring, training, and performance management; provided performance-focused direction to 180+ agents to en-hance engagement, accountability, performance, and customer service excellence. Show less

Client Services Manager

• Nov 2017 - May 2018

Leveraged strategic leadership, organizational management, and effective communications to grow business for an information intelligence company. Selected Contributions: Provided leadership and direction to a team of 15 customer support specialists to define strategy, achieve objectives, and ensure maximum performance; propelled productivity from 88% to 96% in two months. Collaborated cross-functionally across the organization to orchestrate and implement strategic initiatives to drive growth, performance, and service delivery. Show less

Sales Manager

• Oct 2016 - Nov 2017

Oversight for sales targets and performance, training, reporting, and customer service for 40+ employees. Selected Contributions: Partnered with management and call center to establish targets and ensure that operational goals and keys performance indicators were consistently met; monitored productivity and created reporting to support business performance and strategic decision making. Developed and implemented sales campaigns to motivate and improve performance; fine-tuned associates’ soft skills, including verbal and written communications, client engagement, sales delivery, and relationship building; assessed performance and pro-vided coaching to support continuous improvement. Show less

Contact Center Manager

• Oct 2011 - Oct 2016

▪ Monitor and evaluate employee performance to ensure the delivery of high-quality service while maximizing transaction efficiency. ▪ Foster strong relationships between Telephone Banking and other departments to promote effective communication, streamlined workflows, and collaborative partnerships, resulting in exceptional service for customers and employees. ▪ Provide personalized coaching to enhance the knowledge and skills of customer service specialists. ▪ Implement creative strategies to motivate specialists in achieving daily objectives and team performance goals. ▪ Analyze performance trends using available data and resources to identify areas for improvement. ▪ Maintain a high level of team performance, consistently exceeding expectations. ▪ Exercise limited authority for policy exceptions when necessary. ▪ Administer personnel policies and procedures effectively. ▪ Ensure compliance with lending policies and regulatory requirements. ▪ Identify opportunities to enhance client service, satisfaction, and retention. ▪ Provide daily feedback to Customer Service Representatives through call monitoring software and other quality assurance techniques. ▪ Conduct regular and timely performance appraisals for all team members. ▪ Support the Director of Customer Service in evaluating candidates for open positions. Show less