Summary
Overview
Work History
Skills
Timeline
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Mike Glenn

Bountiful,UT

Summary

Professional in Customer Experience and Service, providing multiple leadership roles in the industry. Specializing in people and program development. Embracing metrics to help guide key drivers to constantly improve performance of overall team. Searches for upgrades and changes in technology and combines them with tried and true customer service soft skills to develop a complete approach into helping customers how and when they want the help. Works to voice the needs and wants of the customer to the company to help guide decisions with their needs and wants in mind. Works to make sure the customer experience is at the forefront of all decisions at a time when those journeys can make or break the retention of a customer.

Overview

11
11
years of professional experience

Work History

Director of Care

Daily Harvest
01.2022 - 06.2024
  • Led a Customer Care Team of both internal and external Associates, Senior Associates, Care Specialists, Team Leads, Managers, and Senior Managers. Department size could range between 100 - 400 total associates.
  • Emphasis on working and improving metrics, such as CSAT (Customer Satisfaction), NPS, Quality, Retention, and effective usage of credits/refunds. Worked to combine AI insights and technology with strong associate training and mentorship to maintain a consistent 95% CSAT score, as well as a sky high employee retention rate.
  • Effective in multi-channel communication strategy including phone calls, chat, email, SMS, and Apple/Google messaging for business.
  • Key contributer with Senior Leadership to be the voice of the customer in strategy and decisions in defining the end-to-end customer journey.
  • Organized and ran budget for department, keeping an emphasis on cost saving opportunities while embracing the ever changing technology.
  • Maintained and streamlined department metrics (CSAT, QA, AHT/Conversations per hour, Answer rate, hold time) and goals with steps to improve, while emphasizing why these are important for overall company growth.

Senior Manager

Daily Harvest
01.2021 - 01.2022
  • Worked as leader of Customer Care Manager Team in regards to mentorship, training, and development of management team.
  • Led a team of Team Leads and Managers to teach emphasis on improving key metrics for teams.
  • Established department wide key metrics (AHT, CSAT, and QA) while using gamify techniques to get adoption by associates and teams.
  • Led reporting of all key metrics to both entire Care Department, and Senior Leadership among the company.
  • Emphasized to help associates develop and get promoted both internally and externally across multiple departments.

Customer Service Manager

Daily Harvest
08.2019 - 01.2021
  • Led a team of rotating Care Associates through day to day work.
  • Point person for escalations, as well as development plans, and all 1:1 meetings.
  • Implemented many metric changes that came with moving to a remote only position for the Care Team with key on managing people through a time of crisis.
  • Interviewed and was hiring manager for all associates and staff brought on to the Care Team during this time.

Customer Service Manager

Bed Bath & Beyond
09.2016 - 03.2018
  • Worked on site at Contact Center to manage a team of ranging between 10 - 18 associates.
  • Trained staff in usage of soft skills and techniques to de-escalate situations without resorting to credits/refunds.
  • Worked in both phone channel and chat channel.
  • Helped push company wide effort to emphasize usage of CSAT as key metric.

Central Station Manager

Peak Alarm Company. Inc.
06.2013 - 06.2016
  • Day to Day Team Manager for a 24/7 security call center.
  • Interviewed and hired all staff, scheduled, and did new hire training for all associates.
  • Answered escalated issues and technical problems from customers.
  • Maintained service levels at site to maintain vaunted UL Certification.
  • Actively participate in high priority sales calls as a key contributor for showing how the Contact Center could be utilized as a sales source, instead of a cost center.

Skills

  • Customer Service Department Management
  • KPI Management and Reporting
  • Leadership Development
  • Cross-Functional Team Leadership
  • CX Strategy
  • Vendor Partnerships
  • Quality improvement
  • Customer segmentation
  • Escalation and Retention management
  • Workforce planning
  • Stakeholder oversight
  • Remote team management

Timeline

Director of Care

Daily Harvest
01.2022 - 06.2024

Senior Manager

Daily Harvest
01.2021 - 01.2022

Customer Service Manager

Daily Harvest
08.2019 - 01.2021

Customer Service Manager

Bed Bath & Beyond
09.2016 - 03.2018

Central Station Manager

Peak Alarm Company. Inc.
06.2013 - 06.2016

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Mike Glenn