Rich Sandler
Jupiter
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
InsideTracker
01.2023 - Current
- Distribution of CX Monthly Newsletter to C-Suite Members.- Reporting of customer feedback surveys and NPS management.
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Increased employee retention through effective training and mentorship programs.
- Reduced response time to customer inquiries by optimizing support channels.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Direct management of all Customer Experience Representatives.
- Ownership of all inbound customer interactions. (8,010 interactions in Q3 of 2023)
- Project management of all customer escalations that require development team intervention.
- Continued oversight of Quality Assurance and Training Program.
- Account management for enterprise customers.
Board Member and Outreach Coordinator
Brian Gibbons Homeless Outreach Program
01.2019 - Current
- Chair of new hire committee.
- Constructed grant that was approved for program funding .
- Generated data about services provided and success rates of initiatives.
Quality Assurance & Training Supervisor
InsideTracker
05.2022 - 01.2023
- Enhanced employee performance by developing comprehensive training programs tailored to individual learning styles.
- Implementation of QA System that improved performance score by 50% in six weeks..
- Achieved measurable improvements in staff productivity through targeted coaching sessions and skill development workshops.
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Execution of Trustpilot score improvement campaign that improved score from 3.3 stars to 4.4 stars (Industry Average is 3.6 stars).
Customer Experience Representative
InsideTracker
11.2021 - 05.2022
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Collaborated with cross-functional teams to ensure seamless customer experience throughout all touchpoints.
- Team lead for outsourced customer support employees.
Primary Clinician
Alina Lodge
04.2021 - 11.2021
- Improved patient outcomes by implementing evidence-based clinical practices and interventions.
- Delivered high-quality patient care by conducting thorough assessments, developing treatment plans, and providing ongoing therapeutic support.
- Educate families on the disease of addiction while guiding them through treatment.
Counter Sales and Operations
Electrical Wholesalers
01.2017 - 01.2019
- Worked with vendors to provide solutions to customer's needs.
- Established strong relationships with key customers and distributors to ensure long-term business growth.
- Organization of on site job delivery of materials.
Education
Master of Arts - Social Work
Rutgers, The State University of New Jersey
New Brunswick, NJ05.2021
Master of Arts - Social Work
Western Connecticut State University
Danbury, CT05.2020
Skills
- Cross-Functional Collaboration
- Data Analytics
- Training Programs
- Customer Empathy
- Account Management
- Proficient in HubSpot, Jira & Gorgias
- Voice of customer analysis
- Customer journey mapping
- Quality Assurance
References
References available upon request.
Timeline
Customer Experience Manager
InsideTracker
01.2023 - Current
Quality Assurance & Training Supervisor
InsideTracker
05.2022 - 01.2023
Customer Experience Representative
InsideTracker
11.2021 - 05.2022
Primary Clinician
Alina Lodge
04.2021 - 11.2021
Board Member and Outreach Coordinator
Brian Gibbons Homeless Outreach Program
01.2019 - Current
Counter Sales and Operations
Electrical Wholesalers
01.2017 - 01.2019
Master of Arts - Social Work
Rutgers, The State University of New Jersey
Master of Arts - Social Work
Western Connecticut State University
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