Summary
Overview
Work History
Education
Skills
Timeline
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Maggie Bassett

Dallas,TX

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

5
5
years of professional experience

Work History

Senior Manager, Escalation Team

Paycor
03.2024 - 02.2025
  • Champion a data-driven approach to team performance, leveraging key metrics and trends to optimize efficiency and customer impact with a team of 15 consultants
  • Identified high potential team members and provided tailored career coaching, resulting in the promotion of 6 individuals to advanced roles
  • Reduced client escalations by 24% YoY through proactive service strategies and improved issue resolution protocol
  • Developed and conducted specialized training sessions for the support team on effective communication and rapid issue resolution, which helped improve response times by 4 business days and boosted our first call resolution to 87%
  • Designed scalable support processes that proactively minimized recurring issues, leading to a measurable decrease in escalations and a direct impact to customer retention, influencing a 15% revenue growth for add on services
  • Partnered closely with executives to resolve high-impact client issues, implementing proactive and strategic solutions that restored confidence in our company and strengthened customer retention by 18%

Manager, Escalation Team

Paycor
08.2022 - 03.2024
  • Built and led a high-performing escalation management team from the ground up, establishing processes, hiring top talent and fostering a collaborative culture that drove overall company customer satisfaction to 82%
  • Leveraged business success and additional opportunities to expanded team headcount by 60%, capitalizing on business success and advancement
  • Developed and implemented company-wide escalation processes, including structured workflows, training programs and systematic frameworks to enhance issues resolution and operational efficiency
  • Provided mentorship to peers and cross-functional partners, guiding them on client retention strategies, business protocols and best practices to drive customer success and long-term engagement
  • Created structured escalation processes to minimize escalation rate by 10% and improve first contact resolution
  • Provided mentorship on issue resolution best practices, reducing case reopen rates by 45% to strengthen customer's trust

Manager, Client Services

Paycor
12.2021 - 08.2022
  • Led a team serving as the first line of defense for client concerns, reducing the average handle time by 8 minutes and improving first call resolution by 27%
  • Executed strategies to enhance response efficiency, streamline issue resolution and escalate critical cases effectively, resulting in the #3 overall team results across the organization in FY 2022
  • Worked side by side with employees to provide real time coaching, deliver constructive feedback and offer in the moment training to enhance performance
  • Building an environment focused on continuous improvement and skill development
  • Partnered with internal teams such as product, workforce management and IT to analyze customer feedback, identify pain points and implement targeted improvements, leading to 32% improved overall customer satisfaction
  • Act as liaison for HR programs related to career development, performance management, and talent acquisition
  • Obtaining an 95% employee retention rate

Manager, Customer Experience

Nordstrom
10.2019 - 12.2021
  • Directed the team responsible for managing in-store technology and resolving related incidents, focusing on improving system reliability and minimizing disruptions
  • Implemented proactive maintenance strategies and streamlined troubleshooting process to enhance store and companywide operational efficiency
  • Managed and mentored 75 employees responsible for customer experience and maintaining store processes
  • Drove the 5th largest digital volume in company ranking for 2020 YE
  • Consistently drove an 80% customer satisfaction score and a 90% customer digital communication adoption through working cross functionally with other departments
  • Handled complex customer situations and provide strategic solutions to retain top accounts, leading to a 97% customer retention rate

Education

BBA - Business Management

University of Nebraska, Lincoln
Lincoln, Nebraska, NE
12.2012

Skills

  • Cross-functional team coordination
  • Troubleshooting and problem resolution
  • Data-driven decision making
  • Talent development
  • Organizational improvement
  • Budget oversight
  • Business performance management
  • Team leadership
  • Process improvement
  • Customer relationship management

Timeline

Senior Manager, Escalation Team

Paycor
03.2024 - 02.2025

Manager, Escalation Team

Paycor
08.2022 - 03.2024

Manager, Client Services

Paycor
12.2021 - 08.2022

Manager, Customer Experience

Nordstrom
10.2019 - 12.2021

BBA - Business Management

University of Nebraska, Lincoln

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Maggie Bassett