Summary
Overview
Work History
Education
Skills
Additional Qualifications
Timeline
Generic

CHASTIDY CLARK

Windsor

Summary

Dynamic and results-driven leader with over 10 years of progressive experience in customer service and operations management, specializing in call center leadership and client success. Adept at creating scalable processes, driving cross-functional collaboration, and leveraging technology to improve efficiency and customer satisfaction. Proven ability to manage large teams, exceed performance targets, and deliver exceptional customer experiences. Seeking to leverage expertise in operations, automation, and strategic leadership in a Director of Call Center Operations role.

Overview

9
9
years of professional experience

Work History

Client Success Specialist (Quality Control)

DemTEC Inc.
05.2023 - 02.2024
  • Partnered with IT to optimize CRM systems, boosting productivity and ensuring accurate data handling
  • Resolved escalated customer issues, improving retention and satisfaction rates
  • Led cross-functional projects with sales, marketing, and product teams to enhance the customer experience
  • Managed high-value client relationships, achieving retention and fostering long-term loyalty

Client Relationship Manager

Point32Health
06.2020 - 05.2023
  • Exceeded annual revenue goals by 15% through enhanced client education and relationship management
  • Improved response times and client satisfaction by streamlining client interaction processes
  • Collaborated with sales and marketing to design and implement effective solutions to meet client needs

Customer Support Specialist

Voya Financial
09.2018 - 06.2020
  • Conducted training sessions to improve team productivity and service accuracy
  • Spearheaded process improvements, reducing wait times and enhancing customer support efficiency
  • Evaluated and mentored staff to foster continuous growth and role development

Senior Customer Service Supervisor

XPO Logistics
04.2015 - 09.2018
  • Delivered exceptional client service to maintain and expand business relationships
  • Monitored team productivity, providing feedback to improve performance
  • Trained staff on company services and operational procedures to drive efficiency

Education

Associate of Arts - Food Service And Business Management

Lincoln Technical Institute
Hartford, CT
12.2008

Skills

  • Call Center Operations Management
  • Team Leadership & Development
  • Process Optimization & Automation
  • SLA Management & Quality Assurance
  • CRM, IVR, and Chatbot Implementation
  • Data-Driven Decision Making
  • Cross-Functional Collaboration
  • Knowledge of TCPA Compliance and Standards
  • Expertise in Salesforce, ReferenceEdge, Base, Influitive, and AI-driven tools
  • Exceptional Communication & Problem-Solving

Additional Qualifications

  • Experience scaling teams in fast-paced environments, including startups.
  • Proven success in integrating self-service tools like Chatbots and IVRs to enhance customer support.
  • Strong ability to use AI for predictive and progressive dialing campaigns.
  • Demonstrated leadership in navigating complex organizational challenges and fostering a collaborative work culture.

Timeline

Client Success Specialist (Quality Control)

DemTEC Inc.
05.2023 - 02.2024

Client Relationship Manager

Point32Health
06.2020 - 05.2023

Customer Support Specialist

Voya Financial
09.2018 - 06.2020

Senior Customer Service Supervisor

XPO Logistics
04.2015 - 09.2018

Associate of Arts - Food Service And Business Management

Lincoln Technical Institute

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CHASTIDY CLARK