KRISTOPHER BARNETT
KINGWOOD,TX
Summary
Dynamic Customer Care Manager with extensive experience in leading teams and driving process improvements. Successfully empowered a team of 9–15 members, enhancing operational efficiency and achieving significant reductions in backlog and response times.
Overview
12
12
years of professional experience
Work History
Customer Care Manager (Embedded Partner CX)
GUSTO
Remote, TX
01.2020 - Current
- Promoted to lead the Embedded Partner CX team (Nov 2024), acting as a primary operational consultant for the CX teams of 20+ strategic partners.
- Stakeholder Management: Strategically empower and develop a team of 9–15 individual contributors , aligning their development with the goal of delivering superior partner experiences and organizational success.
- Operational Excellence: Improved Service Level Agreement (SLA) response times by 30% and Total First Internal Response (TFIR) by 27% through rigorous workflow optimization and systems integration.
- Backlog Elimination: Spearheaded a critical tax notice rotation plan that completely eliminated a legacy backlog; established a new routing process to ensure all notices reach the correct department within 2 business days.
- Performance Analytics: Collaborated with data teams to design a centralized performance dashboard, consolidating team and partner metrics into a single view to drive data-driven decision-making.
- Quality Assurance: Maintained a consistent 85% CSAT score while directing the customer experience vision and integrating emerging technologies to elevate operational efficiency.
- Tooling & Innovation: Enhanced email efficiency by developing a library of Salesforce macros and migrating them into TextExpander, significantly reducing manual entry time for the team.
- Standardization: Authored internal and external SOP Handbooks, ensuring consistent cross-functional processes for both internal employees and external partner teams.
Customer Operations Manager
DUFL
Indianapolis, IN
02.2017 - 12.2019
- Strategically managed the customer operations team, including talent acquisition, training, and coaching, to drive operational excellence.
- Identified and executed process improvement initiatives that streamlined workflows and increased customer satisfaction.
- Established robust quality assurance programs to ensure excellence in service delivery across all touchpoints.
- Developed and monitored key performance indicators (KPIs) to measure and optimize the efficiency of customer operations.
Inventory Intake Specialist
REPUBLIC NATIONAL DISTRIBUTION COMPANY
Indianapolis, IN
06.2016 - 02.2017
- Maintained inventory data within advanced management systems, ensuring real-time availability of information.
- Conducted thorough quality checks on incoming inventory to uphold stringent compliance standards.
- Collaborated with suppliers to resolve shipment discrepancies, minimizing disruption to operations.
Customer Service Advisor
EASTGATE CHRYSLER
Indianapolis, IN
01.2014 - 06.2016
- Led consultative sales discussions, analyzing customer needs and budget constraints to deliver personalized solutions.
- Developed comprehensive expertise in vehicle features and specifications to provide informed recommendations.
Skills
- Proficient in Gusto, Salesforce, Jira, Asana, G-Suite, TextExpander, and HRIS & payroll software
- Operational Leadership: Team Leadership & Development (Managing up to 15 ICs) , Strategic Planning , Project Management , and Change Management
- Performance & Analytics: Data Analysis & Reporting , KPI Development & Monitoring , Dashboard Creation, and Quality Assurance Programs
- Functional Expertise: Payroll Management , Regulatory Compliance , Risk Mitigation , B2B Partner Support, and Inventory Management
- Process Improvement: Automation & Innovation , SOP Development, Continuous Improvement , and Workflow Optimization
Timeline
Customer Care Manager (Embedded Partner CX)
GUSTO
01.2020 - Current
Customer Operations Manager
DUFL
02.2017 - 12.2019
Inventory Intake Specialist
REPUBLIC NATIONAL DISTRIBUTION COMPANY
06.2016 - 02.2017
Customer Service Advisor
EASTGATE CHRYSLER
01.2014 - 06.2016