Garret J. Streisel
Bayville,NJ
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in strengthening partnerships, developing teams and designing tactical plans to meet strategic goals. Proven leader with significant background in Customer Support, Implementation, and Customer Success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Client Operations RCM
CentralReach
03.2020 - 11.2024
- Achieved team goals through formalized training plans, coaching, and performance management.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Mentored and coached team members to foster productive and engaging work environment.
- Developed team members into team leads then promoted them into management positions.
Sr. Manager Customer Success
Visual Lease
02.2019 - 02.2020
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Implemented and developed operational standards, policies and procedures.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Provided strong leadership to enhance team productivity and morale.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Senior Manager, Customer Service
WorkWave
07.2012 - 02.2019
- Company Overview: Field Service, Transportation and Logistics (Holmdel NJ)
- Break / fix technical support for PestPac, WorkWave Service, QxPress, Service CEO, WorkWave Route Manager, GPS Heroes and WorkWave GPS
- Overseeing migrations from Qxpress and Service CEO to WorkWave service
- Work cross functionally with, but not limited to, Product, Engineering, Marketing, Sales, Accounting, and Business Operations to ensure that feature requests are prioritized properly, defects are submitted accurately, correct metrics are provided to leadership and the teams directly and migrations projects are prioritized accurately
- Advocate for the customer when interacting with other departments to discuss strategy and plans
- Focus on improving any and all processes to increase the productivity of the team and level of service delivered to the customer
- Utilize Salesforce, Jira and Excel to analyze the support productivity reports and change processes to drive results in the following areas: Lowered ABA by 30%, Lowered TTC by 50%, Lowered TTIC by 25%, Increased CSAT by 13%
- Explore, Investigate and Negotiate opportunities with outside vendors to lower costs and increase overall productivity
- Handle all escalation calls to mitigate customer complaints
- Conduct one-on-one with my 24 direct reports to review processes, career planning, cross departmental concerns, and goal setting for improving the overall customer experience
- Created and continue to foster a collaborative team environment of supportive colleagues who assist one another to help the entire team grow professionally and increase the overall customer experience
- Cross trained smaller teams to be able to deliver an excellent customer experience while managing resource allocation to optimize productivity
- Partner with Customer Success to ensure alignment of onboarding and migrations to ensure high visibility clients receive preferential treatment and smooth transition between teams
- Partner with existing vendors to repair relationships and increase response time for WorkWave and its customers
- Partner with front line support to ensure urgent calls have a direct smooth transition to technical support to decrease TTC and improve overall customer satisfaction
- Discover hidden revenue opportunities to increase the overall bottom line
- Created and manage an elevated level of support for our enterprise clients through our Premier Support Team
- Field Service, Transportation and Logistics (Holmdel NJ)
Owner and President
Atlas Commercial Cleaning
01.2008 - 01.2017
- Complete set up of the business with the State of New Jersey
- Set up the business website and all marketing programs
- Completed estimates, negotiated contracts, and responsible for all sales
- Hired and trained all employees
- Provided excellent customer service and quality control
- Filed all financial reports with the State of New Jersey
Merchandise Manager, IT Support
Lakewood BlueClaws
01.2009 - 01.2012
- Company Overview: Single A affiliate of the Philadelphia Phillies (Lakewood NJ)
- Managed all ordering, presentation, and operations of the team store, The Claws Cove
- Created and maintained budgets, responsible for sales and inventory, and all reporting back to senior leadership and ownership of the club
- Hired and trained all employees, including assistant managers and interns
- Developed new products and worked with vendors to ensure 100% accuracy of completed goods
- Attended trade shows and negotiated contracts with vendors
- Set up and maintained the internet store, processed orders and increased sales
- Responsible for all technical operations of the ball park from the ticket office through the foods department
- Single A affiliate of the Philadelphia Phillies (Lakewood NJ)
Education
BS - Business Administration concentration in Marketing
Monmouth University
Skills
- Customer Satisfaction
- Project Management
- Process Improvement
- Defect Management
- Metrics Implementation & Analysis
- Systems Integration Management
- Online User Experience
- Developing People
- Leadership training
- Strategic planning and execution
Certification
- QuickBooks
- A+ Certified
- Systems Administrator Certificate
- Six Sigma Green Belt – attending now
Timeline
Director of Client Operations RCM
CentralReach
03.2020 - 11.2024
Sr. Manager Customer Success
Visual Lease
02.2019 - 02.2020
Senior Manager, Customer Service
WorkWave
07.2012 - 02.2019
Merchandise Manager, IT Support
Lakewood BlueClaws
01.2009 - 01.2012
Owner and President
Atlas Commercial Cleaning
01.2008 - 01.2017
BS - Business Administration concentration in Marketing
Monmouth University
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