Salesforce Lightning
John Emmons
Senior Manager Of Member Operations
Aurora,CO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Senior Manager of Member Operations
Guild
10.2023 - Current
- Managed a team of 100+ customer service specialists and the knowledge management team through Managers and Associate Managers.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Managed large-scale projects and introduced new systems, tools, and processes to drive continuous improvement in quality and customer service KPIs
- Successfully implemented work force management tools, chat tools, and developed inbound phone support IVR to drive an increase in customer satisfaction.
Manager of Student Operations Support and Escalations
Guild
3 2021 - 10.2023
- Managed a team of 6 Associate Managers of Customer Service
- Worked alongside key stakeholders to influence and support large scale organizational structure changes.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Managed and motivated employees to be productive and engaged in work.
- Effectively scaled the team by 7x
- Maintained 99% one-business day response rate on Service Level Agreements (SLA)
- Maintained industry high CSAT scores across ticketing [85%] and chat [97%] services
- Increased CSAT scores on tickets by 5% and chat by 4% over 10 months
- Prototyped and launched an inbound service phone support line
Associate Manager of Student Operations Support and Escalations
Guild Education
07.2020 - 03.2021
- Directly supported up to 13 individual contributors across general support and escalations teams
- Worked closely with multiple cross functional stakeholders to build standard operating processes for student escalation pathways
- Reduced average time to resolution across all escalated cases from 8 to 5 days
- Developed and implemented behavior and performance metrics across multiple teams.
Senior Student Operations Specialist
Guild Education
11.2019 - 07.2020
- Developed student escalations process and documentation
- Created Escalations Dashboard to capture data to help drive team and company OKRs
- Supported and managed ticket flow and SLA requirements for myself and two team members
- Mentored new specialists on best practices, contributing to the professional growth of colleagues within the customer service industry.
Education
Bachelor of Arts in Education -
University of Northern Colorado
Greeley, Colorado 08.2010 - 05.2015
Skills
Operations Management
Talent Development
Strategic Planning
Troubleshooting and problem resolution
Data-driven decision-making
Team Leadership
Team Development
Effective Communication
Adaptability and Flexibility
Positive Attitude
Managing Operations and Efficiency
Customer Service
Software
Zendesk
Looker
Asana
Google Suite/Microsoft Suite
Certification
Lean Six Sigma - Green Belt
Timeline
Prosci Change Management Certification
12-2024
Senior Manager of Member Operations
Guild
10.2023 - Current
Lean Six Sigma - Green Belt
08-2021
Associate Manager of Student Operations Support and Escalations
Guild Education
07.2020 - 03.2021
Senior Student Operations Specialist
Guild Education
11.2019 - 07.2020
Bachelor of Arts in Education -
University of Northern Colorado
08.2010 - 05.2015
Manager of Student Operations Support and Escalations
Guild
3 2021 - 10.2023