Experience

Craftsmen Industries, Inc.

• United States
• Manufacturing
• 1 - 100 Employee

• Manager, Customer Experience and Satisfaction

  • Oct 2021 - Present

  Serving clients and exceeding expectations. If you can dream it, we can build it...from Ideation to Creation, Fast! Serving clients and exceeding expectations. If you can dream it, we can build it...from Ideation to Creation, Fast!



AB InBev

• Belgium
• Manufacturing
• 700 & Above Employee

• Manager, Customer Connections and Insights

  • Aug 2003 - Mar 2021

  *Managed career development of diverse team in multi-channel contact center setting.*Successful launch of speech to text analytics throughout U.S. and rapid expansion to global teams.*Align with zone quality assurance to identify gaps to improve customer experience through training programs.*Partnered with sales and marketing to successfully implement brand strategies for new and existing products while building database for outbound consumer relationship marketing.

• Manager, Projects

  • Mar 2012 - Aug 2013

  Manage processes to standardize key performance indicators and service level agreements across US and Canada. Add value to client services while ensuring adherence to global excellence program. Research business process mapping for departments and identify automation and efficiencies. Collaborate with customers, peers and vendors on problem solving opportunities and develop /organize quality project efforts with the discipline required to bring initiatives in on-time and within budget. Developed, implemented and continue to manage innovative reward and recognition program to measure routine management and operating model adherence. Presented results monthly and awarded top performers in front of 400+ colleagues during routine shared challenge meetings.

• Research Analyst

  • May 2010 - Mar 2012

  Subject matter expert in reporting, analytical tools and databases management, utilized to deliver over 1,000 reports annually. Published routine and ad-hoc reports highlighting wholesaler and end consumer trends to drive product quality improvements. Coordinated execution of service level agreements and on time delivery of results to internal business units via wholesaler and consumer service channels. Fostered professional relationships with internal and external customers to achieve targeted customer satisfaction results. Successfully aligned North American zone quality reporting.

• Program Manager, Quality and Service Excellence

  • Jun 2005 - May 2010

  Responsible for managing the quality of over 30 employees by training, evaluating and coaching to achieve superior service results while improving efficiency. Partnered with sales and marketing to successfully implement brand strategies for new and existing products while building database for outbound consumer relationship marketing. Ensured appropriate handling of product quality issues and mitigated risk according to legal guidelines. Created 360º service excellence program to assess phone and e-mail channels of service, combined with a web based consumer satisfaction survey.• 2009 - Special Award received for successfully completing new key performance indicators to align department goals and objectives with new parent company target setting.• 2008 - Special Award granted for successful implementation of new web based customer satisfaction survey, previously handled by third party supplier; a cost savings of over $20k annually.• 2006 – Recognized for creating key performance indicator in Excel to trend quality results with call handling efficiency, reducing average handle time 13% while maintaining quality standards.

• Manager, Operations

  • Dec 2000 - Jun 2005

  Directly supervised a diverse workforce of 20 employees through recruitment, on-boarding, training and development, reward and recognition, and career building. Monitored quality of service via multiple channels and coached staff to incorporate soft selling techniques to reinforce brand strategies. Created resource model in Excel to forecast staffing needs based on regression analysis and multiple variables. Contributed to the development of email customer service and a successful expansion from one phone number to 16 phone lines and 40+ websites. Motivated staff to meet service level objectives while exceeding quality expectations. Demonstrated ownership by working second shift weekends and holidays.