Craig Larter
Minneapolis,MN
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
9
9
years of professional experience
Work History
Associate Manager - Customer Relationship Center
Sleep Number Corporation
03.2020 - 01.2023
- Support and drive culture of accountability, teamwork, collaboration, and continuous improvement.
- Lead and develop team of 14 Quality Assurance Specialists supporting diverse workforce of 300+ employees across 10 unique lines of business.
- Acting subject matter expert for all existing products and procedures while partnering on failure mode and effect analysis in support of new product introductions.
- Developed a structure to record, analyze and distribute statistical information leading to improvements to daily functionality across all lines of business.
- Execute volume forecasting and performance analysis identifying necessary adjustments in order to meet business goals.
- Utilize data visualization tools to make clear and concise visual representations of performance data.
- Develop, implement and maintain real-time internal support structure handling almost 100,000 interactions a year to ensure accuracy and exceed customer expectations
- Managed all quality assessments, evaluations and audits to verify adherence to business standards and customer expectations
- Lead, coach and mentor others to effectively optimize workflow, exceed performance goals, deliver customer satisfaction, and drive revenue growth.
- Partner with training, Knowledge Management, and Senior Leadership to provide resources and process improvements to enable the workforce to deliver accurate first call resolution.
- Partner cross-functionally to develop support projects that result in reducing customer effort and/or cost to service our customers.
- Analyze performance data and identify areas of strength and opportunity at team and individual levels.
- Identify and share trends with key partners and take an active role in supporting or leading continuous improvement projects to drive tactical improvements in the business.
- Lead process to evaluate and modify existing policies and procedures to simplify customer and employee effort.
Supervisor - Customer Relationship Center
Sleep Number Corporation
11.2014 - 03.2020
- Hire, Train and onboard team of 23 service associates to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Support CRC department by organizing and executing events and activities driving employee engagement.
- Effectively manage communication across all levels demonstrating moxie to respond appropriately to customers, colleagues, and direct reports
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
Team Lead - Customer Escalation Specialist
Sleep Number Corporation
01.2014 - 11.2014
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Worked with multiple screens and programs to resolve customer issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Cross-trained and backed up other customer service teams.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Arts - Business Communications
Saint Paul College - A Community And Technical College
Saint Paul, MN09.2012
High School Diploma -
South Saint Paul High School
South Saint Paul, MN06.2005
Skills
- Creative Problem Solving
- Cross-Functional Communication
- Continuous Improvement
- Project Management
- Performance Tracking and Evaluations
- Team Member Hiring, Training and Onboarding
- Negotiation and Conflict Resolution
- CRM Tracking
- Analytic Functions
- Quality Assurance
- Scheduling and Coordinating
- Microsoft Word, PowerPoint, Excel and Outlook
- Set Organizational Policies
- Customer Service
- Coordinate Events
- Public Speaking
- Change Management Process
- Escalation Management
- Strategic Planning
- Visual Presentation
- Troubleshooting Product Problems
- Data Research and Analysis
- Web Content Development
- Content Editing
- Customer Satisfaction
- Design Ideas
- Style Guide Management
- Video Content Production
- Continuous Improvement Process
- Team Guidance
- Content Sourcing
Accomplishments
- Recognized for highest employee engagement results in 2022 executing overall favorability above Sleep Number's average
- Recognized for highest employee retention at 98.3% in 2022
- Achieved 68% increase to quality touch points by leveraging automation tools and eliminating manual effort.
- Collaborated with team of cross functional leaders on multiple Lean initiatives resulting in roughly 10 million dollars in savings.
- 2017 Presidents Circle winner recognized for managing the highest performing team in the Customer Relationship Center
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is not our differences that divide us. It is our inability to recognize, accept and celebrate those differences.
Audre Lorde
Timeline
Associate Manager - Customer Relationship Center
Sleep Number Corporation
03.2020 - 01.2023
Supervisor - Customer Relationship Center
Sleep Number Corporation
11.2014 - 03.2020
Team Lead - Customer Escalation Specialist
Sleep Number Corporation
01.2014 - 11.2014
Associate of Arts - Business Communications
Saint Paul College - A Community And Technical College
High School Diploma -
South Saint Paul High School
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