Alan Smith
Summary
Dynamic and resourceful Manager with over 6 years of experience in implementing and managing live chat strategies to drive sales revenue, customer engagement and customer satisfaction. Skilled in leading cross-functional teams to develop and optimize processes, resulting in improved response times and resolution rates. Proven track record of increasing sales conversions and reducing customer churn through innovation, constant optimization and a focus on high quality, efficient chat interactions. Adept at utilizing data analytics and customer feedback to continuously improve the chat experience and exceed performance metrics. Passionate about building strong relationships with team members and stakeholders to deliver exceptional results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager, Digital Experience
Sleep Number
2020.06 - Current
- Led a team of live chat representatives, overseeing daily operations and steering department strategy ensuring exceptional customer experiences in both sales and service.
- Spearheaded implementation of new technological improvements resulting in increased efficiency.
- Collaborated with cross-functional teams to develop and implement strategies for enhancing the live chat experience and driving customer satisfaction
- Consistently exceeded department goals by controlling expenses, optimizing resources and focusing on individual sales growth.
- Showed significant, sustained sales growth (500% growth since 2017) by prioritizing conversion growth and added efficiencies.
- Saved the department over $3mil since 2021 by developing automation technology to deflect service volume to self-service solutions
- Utilized data visualization tools to effectively communicate business insights.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Nominated for company's top award for technological advancement
- Two time recipient of company's top award for sales excellence
Supervisor, Digital Experience
Sleep Number
2016.10 - 2020.07
- Oversaw daily operations of the department, ensuring delivery of both strong sales growth and exceptional customer satisfaction
- Evaluated employee performance and coached and trained to improve weak areas.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Two time recipient of company's top award for sales and leadership excellence
Team Lead, Social Experience
Sleep Number
2015.04 - 2016.10
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Onboarded new employees with training and new hire documentation.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained compliance with company policies, objectives, and communication goals.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
Education
GED -
Robbinsdale Armstrong Senior High School
Plymouth, MNNo Degree - Psychology
Minneapolis Community And Technical College
Minneapolis, MNDynamic Yield Personalization Certification -
Dynamic Yield
08.2022
Six Sigma White Belt -
Council for Six Sigma Certification
03.2022
Skills
- Sales Effectiveness
- Strategic Planning
- Business Development
- Project Management
- Performance Management
- Staff Development
- Sales Management
- Cross Functional Teamwork
- Team Leadership
- Complex Problem-Solving
Certification
- Six Sigma White Belt
- Dynamic Yield Personalization Certification
Personal Information
Title: Manager, Digital Experience
Timeline
Manager, Digital Experience
Sleep Number
2020.06 - Current
Supervisor, Digital Experience
Sleep Number
2016.10 - 2020.07
Team Lead, Social Experience
Sleep Number
2015.04 - 2016.10
GED -
Robbinsdale Armstrong Senior High School
No Degree - Psychology
Minneapolis Community And Technical College
Dynamic Yield Personalization Certification -
Dynamic Yield
Six Sigma White Belt -
Council for Six Sigma Certification