Lloyd Carper-Running
Duluth,MN
Summary
Dynamic leader in customer support, partner success, and hospitality with over 30 years of experience in building, coaching, and guiding high-performing teams across customer success, operations, and guest services. Expertise includes enhancing customer and guest satisfaction, empowering partners, and achieving operational excellence within global organizations. Proven track record of delivering exceptional service experiences while fostering a customer-first culture that drives loyalty across diverse service environments. Recognized for motivating teams, strengthening partner relationships, and implementing strategic onboarding programs that lead to measurable improvements in service performance and overall customer outcomes.
Overview
36
36
years of professional experience
Work History
Manager, Partner Success
Schoox
01.2024 - Current
- Formulated and executed comprehensive partner success strategies, focusing on operational goal attainment and effective enablement program development.
- Facilitated strategic partner engagement and onboarding by delivering tailored implementation support and growth strategies.
- Coordinated with various teams to create and manage comprehensive training programs for partners, focusing on business expansion and platform utilization.
- Designed and implemented governance frameworks, incorporating stakeholder communication and dashboard development to achieve cohesive global alignment.
- Oversaw daily activities within partner ecosystem, ensuring seamless onboarding enablement and continuous support for partner success.
Product Support Manager
UKG
Weston, FL
01.2014 - 01.2024
- Directed product support team to enhance customer experience through efficient application troubleshooting.
- Oversaw a committed support team, ensuring delivery of superior customer service and effective technical product support solutions.
- Conducted personalized coaching and development sessions aimed at driving performance improvement and supporting career advancement.
- Enhanced team capabilities by strategically aligning individual interests with available growth opportunities within the organization.
- Coordinated with external teams to manage vendor relationships, ensuring effective support for frontline operations and resolution of complex challenges.
Talent Support Specialist
Ultimate Software
01.2013 - 01.2014
- Utilized strong technical knowledge to address customer inquiries and maintain high standards of service quality.
- Executed comprehensive problem analysis and troubleshooting processes to enhance service delivery.
- Analyzed and escalated complex issues to support swift resolution and improve overall service quality.
- Demonstrated professionalism and implemented best-in-class support practices.
Account Manager / Assistant Vice President
U.S. Bank
01.1995 - 01.2012
- Led a multi-location call center with 80+ personnel, optimizing support for 3,800 branches and 64,000 employees while managing call volumes exceeding 100,000 per month.
- Coordinated staffing schedules and workflow to maintain adequate support coverage and enhance service delivery.
- Acted as a key liaison between technology teams and seven business lines, fostering collaboration to achieve operational consistency.
- Oversaw team efforts in managing significant system conversions and implementation projects to enhance operational efficiency.
- Directed training development and performance management initiatives for new and existing employees.
- Evaluated and maintained vendor performance to optimize service delivery and operational effectiveness.
In-Store Branch Manager
TCF Bank
01.1990 - 01.1995
- Designed and executed comprehensive sales plans to stimulate revenue growth and attract new customers.
- Guided branch staff in meeting performance and service goals to enhance operational efficiency.
- Enhanced branch performance by effectively marketing and selling a range of retail banking products and services.
- Engaged with new and existing customers to foster loyalty and ensure long-term retention.
Skills
- Customer service
- Team leadership
- Decision-making
- Time management
- Coaching and mentoring
- Recruiting and interviewing
- Teamwork and collaboration
- Team development
- Customer relationship management
- Problem-solving
- Customer relationship management (CRM)
- Operations management
Timeline
Manager, Partner Success
Schoox
01.2024 - Current
Product Support Manager
UKG
01.2014 - 01.2024
Talent Support Specialist
Ultimate Software
01.2013 - 01.2014
Account Manager / Assistant Vice President
U.S. Bank
01.1995 - 01.2012
In-Store Branch Manager
TCF Bank
01.1990 - 01.1995