Eric Swasey
Customer Support Manager
New York
Summary
Highly driven Customer Experience professional with over 10 years of leadership experience in customer support, operations, and team development. Skilled in developing strategies that consistently elevate customer satisfaction, optimize workflows, and surpass commercial targets in fast-paced environments. Seeking to apply a results-oriented mindset, strong data analytics skills, and proven coaching expertise as a Customer Support Manager, Director of Customer Service, or Head of Customer Experience.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Voice Program Support Manager (Customer Support & Operations)
Amazon
01.2020 - 01.2024
- Facilitated 27 webinar training sessions, yielding 19% more actionable insights and recommendations for process enhancement.
- Managed 36 survey openings and closures, ensuring accurate feedback categorization for monthly reporting per the Monthly Experience Survey methodology.
- Led the Amazon DSP Learning Series, a webinar initiative that improved operational efficiency and service standards for small business owners in North America.
- Designed and executed QA scorecards and calibration sessions to ensure consistency in agent performance and customer resolution quality.
- Developed onboarding surveys for newly launched DSPs, providing critical data that informed program improvements and operational strategies.
- Used analytics tools to track trends, streamline processes, and reduce escalations by 24%.
- Revamped annual surveys, enhancing data collection and reporting processes, which resulted in an 18% increase in actionable insights.
- Collaborated with the UX team to assist in developing new products to improve driver safety, aligning survey data with product development needs.
- Optimized the team’s Wiki page for better user-friendliness and efficiency through content reorganization and improved navigation, ensuring quick resource access.
- Oversaw UI and backend coding to facilitate the creation of surveys for teams such as Trust and Safety, Routing, Communications, Operations, etc.
- Collaborated with Communications and Legal to design surveys and enhance DSP outreach via weekly newsletters, boosting engagement by 28% through direct outreach from business coaches.
- Communicated directly with stakeholders to escalate issues as necessary, ensuring timely resolutions and alignment with project goals.
- Regularly reported insights and metrics to stakeholders, enhancing transparency and facilitating informed team decision-making.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
Customer Experience Manager
Away Travel
01.2018 - 01.2020
- Spearheaded and mentored a team of 32 customer service representatives, achieving an 18% boost in team productivity through performance coaching and process optimization.
- Identified service gaps through QA reviews and implemented data-informed training programs, increasing CSAT by 17
- Successfully implemented a customer feedback analysis system, resulting in a 7% enhancement in customer satisfaction scores and a 12% reduction in response times.
- Introduced an effective escalation protocol that not only reduced unresolved cases by 5% but also amplified customer satisfaction by 8%.
- Collaborated with cross-functional teams to introduce a unified Customer Relationship Management (CRM) system, producing a 6% improvement in data accuracy and an overall efficiency gain of 4%.
- Fostered a culture of continuous improvement by conducting regular team meetings to disseminate best practices and implemented a recognition program that drove a substantial 7% increase in employee engagement and retention.
- Led the deployment of a cutting-edge customer feedback system, utilizing NPS surveys and sentiment analysis tools to deliver a 15% enhancement in customer satisfaction and a 12% improvement in response times.
- Streamlined onboarding workflows for new clients and customer service team members, boosting operational efficiency by 23%.
- Partnered cross-functionally to prepare for product launches and align support workflows with business goals
- Initiated and managed relationships with suppliers to ensure raw materials met quality specifications.
- Facilitated knowledge sharing sessions on quality improvements, leading to widespread adoption of best practices.
- Recorded, analyzed, and distributed statistical information.
Customer Experience Manager
GBI International
01.2016 - 01.2018
- Managed technical onboarding for new clients with an 89% implementation success rate, identifying friction points and reducing time to go-live.
- Performed regular QA assessments and coached agents based on audit results to maintain service excellence.
- Proactively monitored and reported on key performance indicators (KPIs), resulting in a 3% improvement in response times and a commendable 6% increase in customer satisfaction scores.
- Conducted regular training sessions with the product team, leading to a 9% enhancement in the team's ability to adeptly address customer inquiries, ultimately improving overall service quality.
- Collaborated with product teams on customer insights that improved UI, driving a 22% lift in online conversions
- Directed onboarding documentation updates and created SOPs to reduce onboarding-related escalations by 15%.
- Built internal knowledge systems and launched support content to reduce first-response times and increase agent autonomy
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Analyzed customer feedback to identify quality trends and areas for improvement.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
Customer Experience Manager
PINATA
01.2014 - 01.2016
- Oversaw a 6-person service team, delivering an 8% improvement in satisfaction through consistent SLA management and real-time coaching
- Strengthened client retention by 5% by analyzing feedback loops and refining escalations
- Collaborated with product and engineering for 4% faster resolution on key client concerns, reinforcing brand credibility
Customer Engagement Lead
Blake eLearning
01.2013 - 01.2014
- Handled up to 50+ daily customer interactions, improving scheduling, coverage, and response quality
- Exceeded weekly onboarding/task goals by 50-60%, designing webinars that drove 70% higher product usage within four months
- Engaged 200+ clients across inbound and outbound campaigns, promoting upselling and cross-selling strategies
Customer Service Representative
aden + anais
01.2010 - 01.2013
- Resolved 60+ calls and managed 150-200 email cases daily, ensuring swift and accurate responses
- Cross-trained 5 new hires, improving team synergy and raising satisfaction by 15%
- Liaised with internal buyers for expedited orders, helping the company maintain a high CSAT rate
Education
Bachelor of Arts - Business & Liberal Arts
Queens College
Queens, NY 05.2006 - 01.2010
Skills
Customer Experience Management
Team Leadership
Mentoring
Operations & Process Optimization
Escalation Management
Conflict Resolution
Data Analytics
Reporting
Quality Assurance
SLA Management
KPI Management
Client Retention
Client Acquisition
Sales
Client Development
Change Management
CRM Systems
Ticketing Systems
Salesforce
Zendesk
Workforce Management
Analytics Tools
Reporting Tools
Tableau
Qualtrics
Playvox
Jira
Collaboration Platforms
G-Suite
MS Office
Trello
Asana
Basic Programming
Automation
Python
Excel macros
Strategic Thinking
Strategic Planning
Communication
Stakeholder Management
Coaching
Development
Emotional Intelligence
Empathy
Adaptability
Problem-Solving
Collaboration
Relationship-Building
Negotiation
Influencing
Results Orientation
Timeline
Voice Program Support Manager (Customer Support & Operations)
Amazon
01.2020 - 01.2024
Customer Experience Manager
Away Travel
01.2018 - 01.2020
Customer Experience Manager
GBI International
01.2016 - 01.2018
Customer Experience Manager
PINATA
01.2014 - 01.2016
Customer Engagement Lead
Blake eLearning
01.2013 - 01.2014
Customer Service Representative
aden + anais
01.2010 - 01.2013
Bachelor of Arts - Business & Liberal Arts
Queens College
05.2006 - 01.2010