Drew T. Duffy

• Lead customer service team in delivering exceptional service and support to enhance customer satisfaction.
• Developed, implement and maintain processes to improve agent performance and quality.
• Streamlined communication processes between departments, reducing response times for customer inquiries.
• Mentor and develop team lead on best practices in customer and employee engagement and conflict resolution techniques.
• Managed escalated issues through effective communication strategies leading to swift resolutions leading to improved customer satisfaction.
• Analyzed customer feedback to identify trends and drive continuous improvement initiatives.
• Collaborated with cross-functional teams to identify and resolve opportunities.
• Spearheaded initiatives aimed at enhancing overall customer service quality, driving significant improvements in customer satisfaction.
• Oversaw daily operations of a customer service team of 11 employees, effectively managing resources to meet target goals/metrics
• Monitor performance goals for agents and provided feedback on methods for reaching those milestones.
• Cultivated positive rapport with direct reports and cross-department employees and leadership to boost company morale and promote employee retention.
• Recruited, interviewed and hired employees. Provided mentoring and coaching to promote positive feedback and engagement with new hires.

Support multiple teams and provide them with performance metrics, coaching, manager escalations, call & screen monitoring. Weekly one on one's with agents, lead team huddles discussing any hot topics, team or agent challenges, provide team feedback and receive team feedback. Additional duties include monitoring all social media outlets, order follow-up surveys and promotional industry trade websites for negative feedback/comments left by customers. Create and assign agents to contact the customer and resolve their concerns. Using feedback from customer, research and identify areas of opportunity to improve the customer experience and report outcome to executive team.

Support inside and outside sales teams with customer concerns and needs. Supply executive team with Monthly Powerpoint with stats and performance metrics on escalations, social media feedback and large orders.

• Manage day to day operations of customer care for 4 wholesale labs, servicing over 1000 active wholesale accounts
• Responsible for hiring and training of new CSR's
• Continued assessments and coaching CSR team
• Manage and build relationships with the account base and handle escalated calls
• Monitoring reps and providing feedback to CSR's utilizing Cisco software
• Creating goals and SOP's for the team and holding them accountable
• Providing daily statistics to management and direct reports, creating spreadsheets in Excel and Google Docs
• Facilitating regular communication, teleconference and video calls with outside sales team, new and key accounts and management.

• Aligned directly with the regional manager, accountable for management and support of a district of 12 of 27 stores throughout Florida
• Accountable for assuming management of all aspects of a tire and service retail outlet filling in when a store manager is out
• Working with store personnel and directing the staff to keep a smooth flow in a fast past environment
• Managing supply vendors, store and equipment maintenance and building and maintaining wholesale accounts. Additional Responsibilities: Retail Store Management Sales/Service Training of Store Personnel Inventory Control Management Customer Satisfaction Management of dealer and wholesale accounts

• Directly accountable for the general management and marketing of a mid-sized karate instruction school of 250 students
• Handled multiple aspects including daily management, customer service and class instruction
• Responsibilities:
• Handled all new student registration and follow-up
• Responsible for all contract renewals and extensions
• Instructed new and existing students
• Sold equipment, program upgrades, special events packages and birthday parties
• Marketed programs for new and existing student
• Tracked financial and statistical data
• Prospected new customer via face to face and phone interaction
• Facilitated student and community events
• Coordinated all print and web advertising
• Controlled product inventory

• Responsible for the management of a customer service team that services over 500 national optical retailers and 200 dive shops
• Initiated and supported goals that helped attain higher levels in customer satisfaction and ultimately higher levels in sales
• Prior to 2005 merger with customer service, served as the General Manager for SeaVision USA
• Responsibilities:
• Coordinated training, assessments and coaching for CSR team
• Responsible for interviewing and hiring of new CSR’s
• Managed relationships with key accounts
• Handled all customer escalations
• Responsible for P&L statements for division
• Facilitated numerous aspects of trade shows/conventions