James Mudrak
Team Lead
Escondido,CA
Summary
Encouraging Team Leader experienced in directing a highly performing team. Develops strategies, provides training, sets goals, obtains team feedback, and also delivers timely feedback to the team. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Committed to leading a team of excellence, accountability, and results.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Team Lead
Housecall Pro
05.2024 - Current
- Promoting a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhancing overall team performance by providing regular coaching, feedback, and skill development opportunities resulting in a 55% activity rate from closed accounts 60 days post-onboarding.
- Establishing clear performance metrics for the team which helps in tracking progress towards set goals effectively resulting in a 85% retention rate.
- Serving as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Customer Success Manager
Housecall Pro
01.2022 - 05.2024
- Maintained a good book of business by successfully managing, onboarding, and retaining over 90% of accounts, ensuring their success to better streamline their day-to-day business and meet business goals.
- Conducted individual and group training sessions to promote efficient process techniques and commitment to friendly service.
- Trusted to do numerous side projects outside of our job description e.g. self enrollments, Tiger Team, training new hires, creating Salesforce reports.
- Acted as positive and supportive reinforcement for present and future teammates who can instill trust and guidance in.
- Drafted and implemented documentation on current and future processes e.g. writing post-call email templates, scripting for new features, self enrollment process.
Customer Support Representative
Housecall Pro
07.2021 - 01.2022
- Established good rapport with customers by receiving positive feedback from them and maintaining above 90% CSAT monthly average.
- Supported customer questions and complex situations by independently gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions, and sometimes creating them if none are available.
- Participated in ongoing trainings to learn new products and enhance skills to optimize customer support delivery.
- Responsible for training new hires to ensure their success in their new role.
Education
Bachelor of Arts - Literature & Writing Studies
California State University
San Marcos, CA 12.2018 - 12.2020
Associate of Arts - English
Palomar Community College
San Marcos, CA 06.2015 - 12.2017
Skills
Performance Improvement
Coaching and Mentoring
Process Improvement
Performance Monitoring
Goal Setting
Data Analysis
Growth Mindset
Empathy Driven
Collaborative
Detail Orientated
Timeline
Team Lead
Housecall Pro
05.2024 - Current
Customer Success Manager
Housecall Pro
01.2022 - 05.2024
Customer Support Representative
Housecall Pro
07.2021 - 01.2022
Bachelor of Arts - Literature & Writing Studies
California State University
12.2018 - 12.2020
Associate of Arts - English
Palomar Community College
06.2015 - 12.2017
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