Summary
Overview
Work History
Education
Skills
Timeline
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Jason Griffiths

Somerville,MA

Summary

Results-oriented customer service leader with a proven ability to develop and implement effective strategies, manage high-performing teams, and analyze data to drive continuous improvement. My experience in project management, coupled with strong communication and problem-solving skills, allows me to effectively collaborate across departments to ensure customer satisfaction and achieve business objectives.

Overview

17
17
years of professional experience

Work History

Customer Service Manager

Withings
Boston, MA
02.2022 - Current
  • Formulated and deployed a multi-year strategic roadmap for scalable customer service solutions, using customer segmentation, existing and emerging customer service technologies, data analysis, and cross-functional collaboration.
  • Defined and implemented OKRs for the customer service team, aligned with overall departmental and organizational strategic goals, while maintaining strong relationships with cross-functional teams and leadership, and adapting to changing business needs and client expectations.
  • Exceeded target KPIs by creating and realizing a Quality Assurance program, and customizing a standardized dashboard to help discover, and then address pain points in performance, content, and processes.
  • Built an efficient, scalable team by designing and documenting standard operating procedures (SOPs), analyzing existing workflows, and identifying bottlenecks in order to administer streamlined processes, and to establish a continuous improvement culture, encouraging team members to recognize and propose enhancements.
  • Developed and executed project plans, including timelines, resource allocation, and risk management strategies, to adhere to defined project scope, goals, and deliverables, while collaborating with stakeholders, and ensuring project alignment with all OKRs.
  • Orchestrated the screening, hiring, onboarding, and training for Customer Service Representatives and Customer Experience Specialists, ensuring the selection of top talent, aligned with company culture and standards, and a streamlined employee integration.
  • Promoted growth and improvement for all team members by conducting regular performance reviews, developing career plans for individuals that align with their goals and the organization's needs, arranging peer-to-peer coaching sessions, and holding weekly or biweekly one-on-one sounding board meetings to discuss progress and plans of ongoing projects and tasks.

Customer Experience Representative

Withings
Boston, MA
11.2016 - 02.2022
  • Analyzed common ticket issues and escalations to pinpoint troubleshooting gaps, and to update internal and external knowledge bases, leading to an increase in outsourcing rates (above 95%) and customer self-service scores.
  • Collaborated closely with the Product, Hardware, Software, Engineering, and Content teams to resolve complex customer inquiries using root cause analysis, omnichannel communication, and issue tracking software.
  • Evaluated trends in customer reviews and ticket data to determine areas of improvement and create a feedback loop, directly resulting in improvements in CSAT and NPS scores.
  • Modernized and automated data communications to include access to live data dashboards, and scheduled delivery of tailored reports to stakeholders.
  • Spearheaded team restructuring to allow for optimal work distribution, resulting in improvements in morale and key metrics.

Technical Support Representative

School Specialty
Cambridge, MA
07.2012 - 11.2016
  • Led the initiative to digitize the data gathering for e-product fulfillment, streamlining the results for faster and more accurate order turnaround.
  • Authored dozens of internal and external how-to documents, outlining clear step-by-step directions for sundry functions across multiple UIs.
  • Conducted training sessions for SaaS and installed software with coworkers in both live and remote environments, and provided daily coaching and feedback to frontline agents via case reviews, escalation clarifications, and discussions.
  • Aided both the Development and IT departments by performing stress tests, smoke tests, and general QA on new products, version updates, and the company website.

Customer Service Representative

School Specialty
Cambridge, MA
06.2008 - 07.2012
  • Exceeded all departmental objectives, including processing orders at a 99.7% accuracy rate and setting the team's highest order-per-hour average, leading to a reduction in order turnaround to a record low.
  • Accumulated a working knowledge of the company's product line, of over 800 titles, in order to answer all incoming questions, either in real time or at or above the recommended follow-up standard.
  • Regularly briefed sales representatives on the talking points of various products, in preparation for their meetings with prospective clients.

Education

Bachelor of Arts - English

Framingham State University
Framingham, MA
05-1996

Skills

  • Zendesk
  • Jira
  • Salesforce
  • Notion
  • Google Workspace
  • Audit support

Timeline

Customer Service Manager

Withings
02.2022 - Current

Customer Experience Representative

Withings
11.2016 - 02.2022

Technical Support Representative

School Specialty
07.2012 - 11.2016

Customer Service Representative

School Specialty
06.2008 - 07.2012

Bachelor of Arts - English

Framingham State University

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Jason Griffiths