Eric Townsend

• Managed over 70-80 emergency roadside inbound calls, and tailoring solutions to unique member needs,
• Managed over 30 to 40 outbound status calls, to assisted both members and providers in managing service requests, and call issues. satisfaction.
• Maintained POD ques for, Priority Troubleshooting, and Metal Moving. by reach out to providers for service updates
• Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores. 95.8

• Overseeing the operations of the church
• Presented a strong, authentic pastoral presence among children and parents in church and community in helping those in crisis and most in need.
• Identified and developed new leaders among adults and students to advance church, culture, and doctrines.
• Developed ministry leaders and teams for different areas of service based on church goals and service objectives.
• Performed one-on-one and couples counseling and intervened in crisis situations.
• Assisted individuals with obtaining specialized support for their medical, mental and physical needs.
• Supported couples seeking marriage by counseling them and performing their ceremonies.
• Increased church membership by 64%.

• Supervised 30 call center team members, along with my day to day duties in the call center, ensuring adherence to quality standards and customer service protocols.
• Hired, trained and mentored new team members, enhancing their knowledge of systems and processes for effective performance.
• Monitoring calls metrics to identify strengths and weakness, and quality to, implement strategies that will enhance overall team productivity and customer satisfaction.
• Resolved escalated customer issues by employing conflict resolution techniques, improving customer satisfaction ratings significantly, by 88.1% by adding a survey sent to customers about their interaction.

• Led teams to enhance customer service, boosting efficiency and collaboration.
• Monitored call center operations, achieving higher service quality to 89,3%
• Prepared coaching reports, fostering skill growth and development.
• Assisted executives in strategic decisions, impacting company direction.
• Cultivated supervisory and team relationships, improving morale and productivity.
• Evaluated operational metrics to identify inefficiencies, implementing targeted training that yielded noticeable improvements in call handling times.

• Managed daily operations across three Utah offices, enhancing service efficiency.
• Led and developed 22 associates, fostering a collaborative team environment, that was fun, energetic and productive.
• Resolved member issues promptly, ensuring high satisfaction and loyalty.
• Generated insightful weekly and monthly performance reports for strategic planning and growth
• Collaborated with other departments to develop comprehensive programs catering to the diverse needs of our members.
• Participated in EGR initiatives that fostered a culture of continuous improvement within the organization, driving positive change in both internal processes and member-facing services.

• Managed high-volume ERS calls, resolving issues to enhance member satisfaction.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• Supported new team members through assessments and training feedback, reporting directly to my team manager.
• Facilitated team meetings to foster communication and improve performance.
• Conducted call quality checks to ensure service standards were met. as well maintain our DAT call recording system.
• Addressed escalated member concerns, maintaining positive relationships.