Ali Trubacz
New Boston,NH
Summary
- "Successfully raised contact center from an infant to an adult." - President of JP Pest Services
- Product Manager for implementing Emerson Ecologics new cloud based phone system and introduced chat functionality to the entire customer service team without interruption to day-to-day business operations or decreasing any service levels
- Standardized performance and assisted with uniformed leadership in a remote Blackbaud office location
- Managed and implemented new SOPs for supporting Blackbaud Europe customer on Finance inquiries
- Increased service route efficiencies for Pest-End technician team leading to an increase in overall profit
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Pest-End Inc.
10.2022 - Current
- Implemented cross-training for each associate, leading to increased efficiencies and career growth and development opportunities
- Created and documented all customer service SOPs
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Improved and implemented strict scheduling guidelines for technician routes, leading to 20% less drive time, increased technician production and enhanced employee and customer experience.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Reduced customer complaints by proactively addressing issues and implementing effective solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Senior Team Lead, Invoice and Billing
Blackbaud
10.2018 - 09.2022
- Managed entire Invoice and Billing support team (located in US and UK)
- Continuous evaluation of customer interactions to identity trends and coaching opportunities
- Direct liaison between international Finance department and entire Customer Support team
- Created all documentation and SOPs for Invoice and Billing support team, leading to streamlined workflow and consistent support for customer base
- Prepared and monitored workforce schedules, reports and plans, both intra-day and long-term forecasting
- Introduced Invoice and Billing support to UK customer base, leading to a 100% customer satisfaction score and efficiencies for Accounting team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
Manager, Call Center Operations
Emerson Ecologics
10.2015 - 09.2018
- Produced call capacity forecasts based on trends of historical data on daily, monthly and annual basis for multi-channel contact center (phone, email and chat support).
- Prepared and maintained reports, dashboards and monthly packages.
- Recognized and drove continuous process and workforce improvements to help drive world class service.
- Participated in meetings to analyze and present Customer Service Department results to Executive Leadership Team.
- Achieved departmental goals of 90% SLAs by developing and executing strategic plans and performance metrics.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Improved workforce efficiency by implementing strategic scheduling and forecasting techniques.
Contact Center Manager
JP Pest Services
03.2012 - 09.2015
- Recruited, trained and retained high-performing contact center representatives.
- Diagnosed performance concerns and developed effective action plans for improvement.
- Created and implemented comprehensive training program for new hires, resulting in faster onboarding, increased sales and higher productivity.
- Exceeded target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Led successful cross-functional initiatives for continuous improvement in contact center environment.
- Built long-lasting client relationships through excellent customer service and consistent follow-ups.
- Established a positive work environment by promoting open communication, teamwork and employee recognition initiatives.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Skills
- Handling Escalations
- Workflow Management
- One Call Resolution
- Service Delivery Optimization
- Schedule Coordination
- Customer Relationship Management (CRM)
- Process improvement specialist
- Workforce Management
- Complaint resolution
- Quality Assurance
- Call Center Operations
- Staffing coordination
Software Experience
- Microsoft Office Suite
- Salesforce
- Genesys Phone System
- Calabrio
- Zendesk
- Google Drive
- Evolve
- RingCentral
- DialPad
- WorkDay
- JIRA
Timeline
Customer Service Manager
Pest-End Inc.
10.2022 - Current
Senior Team Lead, Invoice and Billing
Blackbaud
10.2018 - 09.2022
Manager, Call Center Operations
Emerson Ecologics
10.2015 - 09.2018
Contact Center Manager
JP Pest Services
03.2012 - 09.2015