Colton Squire
Salt Lake City,UT
Summary
Associate Manager with 10 years’ experience leading teams of up to 100 employees; established history of driving operational efficiency, employee development, and achieving significant results; awarded the prestigious ‘Diamond Service’ accolade, recognizing top-tier performance and contributions to the firm; proven success as an entrepreneur through the ownership and operation of Love SVG, showcasing strategic thinking and business acumen.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Associate Manager of Member Care
Cricut
05.2021 - Current
- Led a dynamic team of 100+ front-line customer service representatives and team leaders in the contact center, playing pivotal roles in driving departmental and company-wide growth.
- Achieved and sustained 90% overall satisfaction rating through the implementation of customer-centric strategies and continuous representative feedback delivered via weekly one-on-one coaching sessions.
- Developed comprehensive reporting to track and evaluate performance utilizing key metrics including average speed of answer, agent handle time, and overall satisfaction; identified areas of improvement and implemented targeted trainings resulting in a 15% increase in first call resolution rate.
Owner/Operator
Love SVG
01.2017 - 05.2022
- Founded and operated a thriving digital graphics marketplace, overseeing all aspects of business development and operational functions; generating over $500k in annual revenue.
- Demonstrated fiscal responsibility by overseeing the profit and loss of the business, executing meticulous budgeting, and allocating quarterly budgets exceeding $100,000+.
- Successfully negotiated and conducted the sale of the business to one of the industry's largest shareholders.
Area Manager
Self-Storage Consulting Group
01.2016 - 08.2018
- Effectively orchestrated the operations of 10 self-storage facilities, delivering personalized coaching to individual property managers to guarantee the achievement of performance objectives.
- Developed and executed area-level strategies, aligning with unique strengths and opportunities of each facility, resulting in consistent occupancy ratings exceeding 85%.
- Overseen individual profit & loss statements for each facility implementing effective management of rental rates, promotions, customer protection plans, and other income sources, contributing to the financial success of each facility.
Customer Service Manager
Wayfair
05.2014 - 01.2016
- Supervised and mentored a team of 20+ customer service representatives, fostering a positive and high-performing work environment.
- Devised and implemented specific strategies to reduce customer complaints and improve overall satisfaction.
- Monitored and analyzed key performance indicators (KPIs) to ensure consistent achievement of team and individual targets.
Education
MBA - Business Administration And Management
Western Governors University
Salt Lake City, UT12.2024
Bachelor of Science - Business Administration - Management
Western Governors University
Salt Lake City, UT10.2023
Skills
- Customer Satisfaction
- CRM Software Proficiency
- People Management
- Cross-Functional Collaboration
- Telephony Software
- Efficiency Improvement
- Data Analysis
- Root-Cause Analysis
- Project Management
- Hardware/Software Troubleshooting
Certification
- Customer Service Foundations - LinkedIn Learning
- Time Management Fundamentals - LinkedIn Learning
- Phone Based Customer Service - LinkedIn Learning
- De-Escalating Intense Situations - LinkedIn Learning
- Critical Thinking - LinkedIn Learning
Timeline
Associate Manager of Member Care
Cricut
05.2021 - Current
Owner/Operator
Love SVG
01.2017 - 05.2022
Area Manager
Self-Storage Consulting Group
01.2016 - 08.2018
Customer Service Manager
Wayfair
05.2014 - 01.2016
MBA - Business Administration And Management
Western Governors University
Bachelor of Science - Business Administration - Management
Western Governors University
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