MICHAEL CLAYTON
BROOKLYN,UNITED STATES
Summary
Results-oriented Customer Support Manager with 10+ years of experience meeting deadlines while increasing company revenue and productivity. Leverages troubleshooting, relationship development, negotiations and process improvement to deliver departmental results. Thrives in high-pressure environments and excels in corrective action and strategic planning to implement and communicate departmental objectives and service levels.
Overview
11
11
years of professional experience
Work History
Customer Support Manager
Pair Eyewear
New York, United States
08.2019 - Current
- Managed and developed talent in customer support through various communication channels such as phone, chat, and email support.
- Collaborated in the development and evolution of Pair Eyewear's customer support training program, ensuring ongoing enhancement of materials to align with changing business dynamics.
- Led multiple onboarding training sessions to familiarize new hires with company protocol, policy, and efficient customer care techniques.
- Demonstrated leadership by efficiently managing escalated call volume, chat support, and e-mail correspondences within a fast-paced start-up setting.
- Conducted weekly 1 on 1 sessions and continuous trainings to align team members with productivity standards.
- Managed escalations and elevated customer scenarios on a routine basis.
Bike Courier
Seamless
Brooklyn
08.2016 - 08.2019
- Successfully handled a diverse range of deliveries in the busy Manhattan, Queens, and Brooklyn areas during both peak and off-peak hours.
- Sustained exceptional performance in maintaining high scores for quality feedback and efficient deliveries
- Ensured effective communication with customers by providing proactive updates on order status and any modifications.
- Delivered exceptional catering support for high-volume orders.
Registered Tour Guide
Bulldog Tours
Charleston
07.2013 - 08.2016
- Successfully passed intensive testing administered by the Tourism Board of South Carolina, enabling me to offer guided tours highlighting Charleston's rich history.
- Consistently achieved high levels of customer satisfaction through excellent service delivery on a variety of tours
- Maintained and provided exhaustive knowledge of Charleston's historical background, while actively pursuing continued education in the history field to maintain licensing.
- Facilitated personalized tours for diverse clients including establishments, educational institutions, and individual interests.
Project Coordinator
AnchorSign
Charleston
10.2013 - 01.2015
- Supervised teams to successfully complete installations, repairs,and rebrands for major accounts including Mattress Firm, Advance America, Dollar Tree, Outback Steakhouse, Lifeway Christian and Chick-Fil-A.
- Managed a consistently high volume of sign requests, handling 250-350 assigned jobs simultaneously.
- Successfully handled both inbound and outbound calls in fast-paced environments, ensuring timely client assistance.
- Actively supported the training and mentoring of new hires in understanding technical aspects of signage business. Assisted in navigating office software and workflow systems.
Education
Communications/English -
Charleston Southern University
07.2006
Skills
- 10 Experience in Customer Care
- Extensive Escalation Experience
- Skilled in Onboarding Training and Development
- Adaptability to a Fast-Paced Environment
- Experienced in Microsoft Office
- Coaching/Management Experience (6-35 Employees)
- Analytical Thinking
- Creative Problem Solving
- Trained in Salesforce/Zendesk
References
References available upon request
Timeline
Customer Support Manager
Pair Eyewear
08.2019 - Current
Bike Courier
Seamless
08.2016 - 08.2019
Project Coordinator
AnchorSign
10.2013 - 01.2015
Registered Tour Guide
Bulldog Tours
07.2013 - 08.2016
Communications/English -
Charleston Southern University