Summary
Overview
Work History
Skills
Accomplishments
Timeline
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AIMEE LAURA FITISEMANU ENDICOTT

Lehi,UT

Summary

Dynamic and results-driven professional with over 20 years of experience in customer service, including 7 years as Director of Customer Service in the cryptocurrency sector. Demonstrated expertise in blockchain technology, cryptocurrency trading, NFTS, wallet creation, and emerging crypto trends. Passionate about delivering exceptional customer experiences, with a proven ability to develop and lead high-performing teams that strengthen brand loyalty and drive success. Adept at fostering strong communication channels and implementing innovative strategies to enhance customer satisfaction. Committed to excellence and willing to go the extra mile to ensure organizational growth and client retention.

Professional with proven track record in customer support and leadership. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, process improvement, and strategic planning. Known for reliability and ability to meet changing needs effectively.

Knowledgeable Customer Support Director with proven track record of enhancing customer support strategies and leading high-performing teams. Successfully implemented initiatives that improved customer satisfaction and streamlined operations. Demonstrated expertise in conflict resolution and team leadership.

Overview

15
15
years of professional experience

Work History

DIRECTOR OF CUSTOMER SUPPORT

Preferred Business Support
01.2016 - Current
  • Led and managed a high-performing customer service team for a cryptocurrency company, achieving an impressive customer satisfaction rate by implementing innovative support strategies and fostering a client-first culture
  • Developed and executed customer service frameworks tailored to the unique challenges of the crypto industry, including support for blockchain technology, trading platforms, NFTs, and wallet creation
  • Collaborated cross-functionally with product, sales, and technical teams to streamline processes, enhance customer engagement, and minimize churn, contributing to an increase in client retention

Manager of Operations

HZO
04.2012 - 11.2016
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
  • Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
  • Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
  • Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
  • Optimized inventory control procedures to minimize stockouts and excess inventory levels.
  • Streamlined operational processes by implementing efficient workflow management strategies.

Customer Service Team Leader

MediConnect
08.2010 - 04.2012
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Led by example through consistently maintaining excellent performance standards.

Skills

  • Develop and implement standard operating procedures
  • Process flows
  • Managing cross-functional teams
  • Mentoring
  • Communication
  • Interpersonal skills
  • Client relationships
  • Team relationships
  • Customer retention
  • Navigating high-pressure situations
  • Aligning customer service goals with company objectives
  • Team building and training
  • Teamwork and collaboration
  • Problem-solving
  • Excellent communication
  • Team leadership
  • Effective leader
  • Relationship building
  • Customer relations
  • Staff training/development
  • Customer relationship management
  • Conflict resolution
  • Recruitment and hiring
  • Goal setting
  • Interpersonal communication
  • Hiring and onboarding

Accomplishments

  • Collaborated with team of 15 in the development of Illuminex.Com.
  • Resolved product issue through consumer testing.
  • Achieved Customer Support Efficiency by introducing Zoho for all customer interaction tasks.

Timeline

DIRECTOR OF CUSTOMER SUPPORT

Preferred Business Support
01.2016 - Current

Manager of Operations

HZO
04.2012 - 11.2016

Customer Service Team Leader

MediConnect
08.2010 - 04.2012

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AIMEE LAURA FITISEMANU ENDICOTT