Luke Waala
Summary
Customer care executive with a proven track record in enhancing operational efficiency and customer satisfaction. Achieved a 40% improvement in service level agreements and implemented AI strategies that significantly boosted customer experience and loyalty. Skilled in aligning cross-functional initiatives with revenue goals and fostering high-performing teams.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Manager
American Tire Distributors
07.2025 - Current
- I currently lead a team of 11 specialized Customer Care specialists focused on high-end support for top-tier customers.
- Implemented AI strategies to enhance customer experience and retention, contributing to increased loyalty among high-value clients.
- Enhanced touch point efficiency for white glove accounts by streamlining communication processes, resulting in improved customer satisfaction.
- Our role partners cross-functionally with Sales to drive customer engagement and strategically showcase the value added services of ATD's fleet, aligning customer care with revenue growth.
- Developed AI-driven training outline with milestones for tracking progress, ensuring effective onboarding and skill development for team members.
Customer Service Manager
American Tire Distributors
03.2023 - 07.2025
- Led high-performing team of 18-20 agents across front-facing customer service and specialty backend online support to enhance service delivery.
- Consistently drove operational excellence, through proactive coaching and effective performance management
- Improved SLA by 40% while overseeing increases to total inbound volume
- Led critical data projects overseeing 35000 account touchpoints split between 20 agents.
- Created outbound SOPs for call campaigns and developed process documentation to streamline operations.
- Directed process documentation initiatives to establish best practices and improve team efficiency.
Call Center Manager
Bandwango
Murray
06.2021 - 03.2023
- Built and launched the foundational Call Center operations for a tech startup, transitioning the company from nascent support to a structured, operational service model.
- Established SaaS-specific operational processes and coordinated support for inbound customer service and outbound calls to enhance service delivery.
- Grew a team from 1 customer service associate to 11 split between inbound and outbound call support
- Handled recruiting, onboarding, training, and process outlines for all support agents
- Developed baseline quality assurance policy for inbound and outbound departments to ensure consistency and compliance.
Call Center Supervisor
Guitar Center
Draper
07.2013 - 06.2021
- Directed diverse, multi-functional call center teams of 40 agents across inbound sales, customer service, and back-end support to enhance operational effectiveness.
- Managed four distinct teams of 40+ agents, ensuring effective collaboration and leadership across multiple functions.
- Oversaw experimental outbound sales divisions and led Salesforce CRM deployment to improve agent productivity and customer engagement.
- Led the operational execution and change management for multiple systems launches, comprehensive sales and product training programs, and the enterprise transition of 400+ employees to remote work in 2019.
- Personally handled and resolved CEO level corporate complaints and issues. Any calls to the executive for customer complaints came to me.
Technical Support Team Lead
Guitar Center
Draper
02.2012 - 07.2013
- Led a specialized Backend Support team of 20 agents managing diverse and complex operational workflows, including Social Media engagement, Online Content Curation, Shipping and Logistics claims, and 3rd party vendor support (e.g., Amazon/eBay).
- Scaled chat support from 100 to over 8000 daily inquiries, capturing at-risk sales and reducing cart abandonment across web channels.
- Developed and implemented strategies for measuring productivity and managing workload capacity across high-demand functions.
- Directed training and hiring for backend support roles, cultivating specialized team expertise.
Education
High School Diploma -
West Bend East High
West Bend, WI06-2010
Skills
- Escalation Resolution
- Performance Management
- Coaching and Development
- Change management
- CRM Software
- Customer relationship management
- Power BI Reporting
- Microsoft Office
- Lean Six Sigma
- Communication
Certification
- Lean Six Sigma Yellow Belt
- Adapting to Change - CypherWorx
- Advanced Interpersonal Communication - CypherWorx
- Decision Making - Harvard ManageMentor
Timeline
Customer Care Manager
American Tire Distributors
07.2025 - Current
Customer Service Manager
American Tire Distributors
03.2023 - 07.2025
Call Center Manager
Bandwango
06.2021 - 03.2023
Call Center Supervisor
Guitar Center
07.2013 - 06.2021
Technical Support Team Lead
Guitar Center
02.2012 - 07.2013
High School Diploma -
West Bend East High