Boady Beltz

• Directed end-to-end customer service operations, leading a high-performing team to deliver exceptional customer experiences and achieve organizational service goals.
• Developed and executed customer service strategies that improved customer satisfaction, retention, and overall service efficiency.
• Oversaw daily operations, including order management, escalations, and support channels, ensuring consistent service quality across all touchpoints.
• Implemented performance metrics (KPIs, SLAs) and reporting frameworks to monitor team effectiveness, identify trends, and drive data-driven decision-making.
• Led cross-functional initiatives with sales, operations, and logistics to streamline processes, reduce order errors, and improve on-time delivery performance.
• Championed continuous improvement efforts by identifying workflow inefficiencies and implementing scalable solutions that enhanced productivity and customer satisfaction.
• Managed and resolved high-level customer escalations, reinforcing client relationships and protecting key accounts.
• Coached, mentored, and developed team members and supervisors, building a strong leadership pipeline and improving overall team performance.
• Drove adoption of digital tools and self-service platforms, increasing efficiency and enhancing the customer experience.
• Established and maintained strong relationships with key clients, acting as an executive point of contact for strategic partnerships.
• Managed departmental budgets, resource allocation, and workforce planning to align with business objectives.
• Partnered with senior leadership to align customer experience initiatives with broader company goals and growth strategies.

• Maintained and monitored project plans, project schedules, work hours, budgets and expenditures.
• Documented and followed up on important actions and decisions from meetings.
• Ensured that projects adhered to frameworks and all documentation was maintained appropriately for each project.
• Designed Pools and Outdoor Living Spaces through Structure Studio V3.
• Sold custom pool designs and service packages, consistently exceeding monthly sales targets by up to 30%.
• Managed residential and commercial pool installation projects from contract to completion, overseeing timelines, subcontractors, and budgets.
• Negotiated bids and contracts with trades and vendors, achieving cost savings while maintaining quality standards.
• Coordinated and led meetings with tradespeople, vendors, and homeowners to align project goals, timelines, and expectations.
• Scheduled work across multiple job sites, ensuring seamless coordination between vendors and homeowners.
• Conducted regular inspections of in-progress and completed construction work to ensure compliance with building codes, safety standards, and project specifications.
• Resolved on-site issues by collaborating with trades and vendors, preventing delays and reducing rework.

Adapted quickly to fast-paced settings, maintaining productivity and focus on objectives.

• Facilitated effective resolution of inquiries by delivering outstanding customer support across multiple communication platforms.
• Developed comprehensive strategies for managing intricate challenges to improve overall resolution efficiency within the team.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness, and willingness to help wherever needed.

• Supervised daily operations to ensure adherence to company policies and high service standards.
• Implemented training programs for staff, enhancing team performance and customer engagement.
• Developed and maintained inventory management processes, optimizing stock levels and reducing waste.
• Analyzed sales data to identify trends, driving targeted marketing strategies to boost revenue.
• Coordinated promotional events, increasing customer foot traffic and brand awareness within the community.
• Established performance metrics for team members, fostering accountability and continuous improvement.
• Resolved customer inquiries and complaints effectively, enhancing overall satisfaction and loyalty.