Experience

Synergy Sports

• Spectator Sports
• 200 - 300 Employee

• Client Support Manager

  • Jul 2020 - Present

  • Manage hiring process and team development of approximately 10 remote employees located acrossthe globe• Collaborate with other managers and departments (i.e. Deployment, Sales, etc.) to optimize clientexperience and ensure the success of business initiatives• Make and guide business recommendations, considering the impact on departmental budget andbusiness goals• Monitor and measure team productivity as it relates to annual business plans.• Make decisions and implement change management to fulfill the needs or goals of the team/customer.• Forecast and allocate resources to effectively staff for the level of work.• Evaluate and the efficiency of team processes and procedures to improve the quality of work andimpact on customers (internal and external).• Define and report on client utilization and other KPIs/quality metrics• Monitor team execution of client projects, including execution of activities, status reporting, issuemanagement, and client service level outcome alignment

• Client Support Team Supervisor

  • Jul 2018 - Jul 2020

  • Provided supervision of support agents and served as an escalation point• Worked with the Client Support Manager to set clear goals and expectations for the team and ensuredthey were effectively implemented• Actively worked with Client Support Manager to review data and trends to improve service levels• Assisted in training, mentoring and developing new team members

• Customer Service Agent

  • Oct 2013 - Jul 2018

  • Delivered world-class customer experience to thousands of North American clients across the NBA,NCAA and the WNBA• Served as front-line support for technical issues and account-related inquiries in a 24/7 remoteenvironment• Became proficient in supporting new products and initiatives as they aligned with high-level businessgoals



Hudson News Distributors

• United States
• Retail
• 100 - 200 Employee

• Customer Service Specialist

  • Mar 2008 - Oct 2015

  • Provided world-class customer service to over 100 local vendors• Demonstrated strong knowledge of store services, products and policies• Met and exceeded productivity targets by handling every interaction with top-notch customer service• Managed merchandise and inventory levels using proprietary database system • Provided world-class customer service to over 100 local vendors• Demonstrated strong knowledge of store services, products and policies• Met and exceeded productivity targets by handling every interaction with top-notch customer service• Managed merchandise and inventory levels using proprietary database system