Adam Ross
Westerville,Ohio
Summary
Customer Service & Store Operations Manager with extensive experience at American Signature Inc., recognized for driving operational efficiencies and improving customer satisfaction. Led initiatives that resulted in over $400K in additional profit through effective omni-channel strategies and budget management. Skilled in utilizing Genesys and AI monitoring tools to enhance service delivery and team performance.
Overview
22
22
years of professional experience
Work History
Customer Service & Store Operations Manager
American Signature Inc.
Columbus, USA
04.2022 - Current
- Lead end-to-end omni-channel customer experience (phone, email, chat, social) for a 70-member customer service organization supporting sales, delivery, logistics, store operations, and vendor partners.
- Manage a $6M annual budget to maximize revenue, customer satisfaction, and employee engagement; oversee hiring, onboarding, and training for all new team members.
- Identified and executed key operational efficiencies, including transitioning website chat from a third-party vendor to an in-house model—improving CX quality and driving significant P&L cost savings.
- Designed and implemented agent and supervisor incentive programs, driving $400K+ in additional annual warranty profit.
- Built a new Outbound Sales Team to capitalize on Progressive Leasing open-to-buy opportunities and improve conversion.
- Partner with E-commerce, Logistics, Marketing, and Product teams to optimize the end-to-end customer journey and resolve service-impacting issues.
- Systems: Genesys, AI Monitoring, Sprinklr, Zipline, Reputation, Power Reviews.
Brand Analyst
Gap Inc. Global Supply Chain
Groveport, USA
10.2003 - 04.2022
- Supported the Executive Leadership Team by analyzing customer complaints, trends, and call drivers; recommended policy and procedural changes that improved CES/Medallia scores.
- Served as the primary link between Contact Centers and Store Operations, translating brand initiatives, promotions, and operational changes into clear communication for all frontline teams.
- Owned Knowledgebase content strategy and updates to ensure consistent, accurate guidance across domestic and international contact centers.
- Managed escalations involving ER issues, risk management concerns, and social media visibility; partnered with Corporate Communications and PR on sensitive or high-impact cases.
- Partnered with Marketing, Legal, LP/ORC, and Store Ops to resolve complex customer concerns, balancing brand reputation with operational realities.
- Produced clear, actionable reporting to influence decision-making; maintained accurate customer records and sentiment analysis.
Education
Electronic Media & Communications -
Ohio University
Skills
- Customer experience leadership
- Omni-channel strategy
- Contact center operations
- Voice of customer insights
- Cross-functional collaboration
- Budget management
- Process optimization
- Change management
- Risk assessment
- Training and development
- Genesys expertise
- AI monitoring tools
- Sprinklr proficiency
- Zipline knowledge
- Reputation management
- PowerReviews utilization
- Salesforce CRM skills
- Avaya One X experience
- NICE software expertise
Systems
- Genesys
- AI Monitoring
- Sprinklr
- Zipline
- Reputation
- Power Reviews
- Salesforce
- Avaya One X
- NICE
Affiliations
Pelotonia Leader
Timeline
Customer Service & Store Operations Manager
American Signature Inc.
04.2022 - Current
Brand Analyst
Gap Inc. Global Supply Chain
10.2003 - 04.2022
Electronic Media & Communications -
Ohio University