Ash Campas
Lincoln,CA
Summary
Dynamic Director oversees every facet of production with strong project management and decision-making skills. Skilled at coordinating production plans and personnel resources to complete work under tight deadlines. Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.
Overview
4
4
years of professional experience
Work History
Director, Customer Service
The Raley's Companies
2020.06 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth, overseeing multiple departments in various states.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations of 18 team members.
- Worked closely with organizational leadership and C-suite to guide operational strategy. Utilizing data to make informed decisions to support business.
- Managed $25 million budget effectively to ensure optimal use of resources while maintaining financial stability.
- Created customer service model to gauge service levels at 240 locations. Utilizing machine learning to digest data, regularly communicating results throughout company every month.
- Triaged over 20,000 customer contacts coming in through call, letter, email, chat and social media. Utilizing data points, in conjunction with survey feedback, to communicate voice of customer.
- Established culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Led cross-functional teams for successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Enhanced customer satisfaction by implementing efficient call center operations strategies.
- Developed and maintained strong partnerships with key stakeholders within organization, facilitating collaboration on projects aimed at improving call center operations while also supporting broader company goals.
- Launched new programs or campaigns aimed at enhancing overall company performance as well as achieving specific departmental objectives related to call center operations.
- Planned, designed, and scheduled phases for large projects.
- Managed stakeholder relationships effectively, addressing concerns proactively to maintain trust and support for ongoing initiatives.
- Conducted regular reviews of existing processes to identify areas requiring optimization or redesign efforts leading to improved operational efficiency levels.
Customer Relations Manager
Gap Inc. Corporate Headquarters
2019.11 - 2020.06
- Led escalation team that was part of 500 seat call center
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Managed multiple social media platforms, ensuring consistent brand voice and message.
Skills
- Communication
- Customer Retention
- Customer Satisfaction
- Contact Centers
- Customer Service
- Contact Center Strategy
- Creative Problem Solving
- Strategic Accounts
- Call Routing
- Strategic Planning
- Verbal and written communication
- People Management
- Operations Management
Timeline
Director, Customer Service
The Raley's Companies
2020.06 - Current
Customer Relations Manager
Gap Inc. Corporate Headquarters
2019.11 - 2020.06
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