Alexander Shekleton
Chicago,IL
Summary
Customer service and operations professional recognized for enhancing customer satisfaction by 44.12% through process standardization. Expertise in managing high-volume environments, leading teams, and coordinating cross-departmental initiatives to drive service quality and operational efficiency.
Overview
9
9
years of professional experience
Work History
Founder & Owner
Camp and Castle, LLC
01.2025 - Current
- Lead all customer service, operations, project management, scheduling, client communications, vendor relationships, and business administration for a privately owned LLC
- Develop and implement operational processes to improve workflow efficiency and customer satisfaction
- Manage customer relationships from initial inquiry through project completion
- Resolve customer concerns and maintain high levels of customer engagement and retention
- Coordinate production schedules, purchasing, inventory management, and fulfillment activities
- Analyze business operations and implement improvements to support growth and efficiency
- Manage business performance metrics and operational planning initiatives
- Build and maintain relationships with suppliers, vendors, and customers to support business growth and service quality
Senior Customer Service Representative
Morningstar
01.2023 - 01.2024
- Managed high-volume customer interactions involving account support, operational requests, and issue resolution
- Ranked in the top 25% for total calls answered while maintaining strong customer satisfaction metrics
- Improved customer satisfaction scores by 44.12% through a standardized customer service process developed in partnership with leadership
- Collaborated with multiple departments to resolve escalated customer concerns and improve service delivery
- Maintained accurate customer records and ensured compliance with operational procedures
- Served as a resource for peers by assisting with issue resolution and process guidance
- Built customer trust and long-term relationships through professional and solution-oriented support
- Consistently balanced service quality, productivity goals, and customer satisfaction expectations
Certified Encompass Administrator
USA Mortgage
01.2022 - 01.2023
- Supported internal customers through platform administration, onboarding, troubleshooting, and operational support
- Managed user access, workflow processes, and account configuration activities
- Worked cross-functionally to identify operational issues and improve service delivery
- Assisted with process documentation, workflow improvements, and operational standardization
- Supported service-level expectations (SLAs) by ensuring timely resolution of user requests and system issues
- Monitored service quality and operational performance through established KPIs and support metrics
- Maintained operational records and compliance-related documentation while supporting quality assurance standards
- Assisted with onboarding initiatives and user training to improve platform adoption and efficiency
Systems Administrator / IT Help Desk
Guaranteed Rate
01.2021 - 01.2022
- Managed a high-volume support queue while maintaining strong service levels and customer satisfaction
- Consistently met SLA requirements through timely ticket resolution and effective prioritization
- Resolved technical and operational issues through effective communication and problem-solving
- Coordinated issue resolution with multiple departments and stakeholders
- Maintained support documentation, quality standards, and operational procedures
- Tracked performance against KPIs including ticket volume, response times, and resolution metrics
- Identified recurring issues and contributed to quality assurance initiatives and process improvement efforts
- Supported continuous improvement efforts by documenting trends and recommending workflow enhancements
Systems Specialist / General Sales Department Lead
Micro Center
01.2017 - 01.2021
- Led and mentored team members to enhance service delivery in a fast-paced customer service environment
- Trained and onboarded employees, providing coaching and performance development support for daily operations
- Coordinated daily operations and supported management in achieving departmental goals
- Acted as subject matter expert in customer service and technical issue resolution to support team effectiveness
- Helped drive customer satisfaction through effective team collaboration and problem-solving
- Assisted in resolving escalated customer concerns and service issues
- Earned distinction as a leading employee across multiple store locations, highlighting dedication to service and teamwork.
Education
Bachelor of Arts (B.A.) -
North Park University
Associate of Science (A.S.) -
Manchester Community College
Associate of Science (A.S.) -
Manchester Community College
Skills
- Customer Service Operations
- Client Experience Management
- SLA Management & Service Delivery
- KPI & Performance Improvement
- Customer Relationship Management
- Customer Retention
- Customer Escalation Resolution
- Service Quality & Customer Satisfaction
- Quality Assurance (QA)
- Process Improvement
- Workflow Development & Optimization
- Team Leadership & Coaching
- Employee Development
- Cross-Functional Collaboration
- Operational Problem Solving
- Documentation & Knowledge Management
- ServiceNow
- Salesforce
- JIRA
- Microsoft Office 365
- Time Management & Prioritization
- Communication & Relationship Building
Personal Information
Title: Client Experience Manager | Customer Service Operations & Team Leadership
Timeline
Founder & Owner
Camp and Castle, LLC
01.2025 - Current
Senior Customer Service Representative
Morningstar
01.2023 - 01.2024
Certified Encompass Administrator
USA Mortgage
01.2022 - 01.2023
Systems Administrator / IT Help Desk
Guaranteed Rate
01.2021 - 01.2022
Systems Specialist / General Sales Department Lead
Micro Center
01.2017 - 01.2021
Bachelor of Arts (B.A.) -
North Park University
Associate of Science (A.S.) -
Manchester Community College
Associate of Science (A.S.) -
Manchester Community College