Experienced CX Team Lead with a diverse background in SaaS product support, education, and retail services. Actively looking to bring my operational and people management expertise into an individual contributor role for a purpose driven, innovative organization, where I can contribute to driving operational success.
Hi, I’m
Richard Londer
CX Escalations Lead
Denver,CO
Summary
Overview
9
years of professional experience
Work History
Outschool
Global Support Escalations Lead
03.2021 - Current
Job overview
- Manage all daily support operations for 8 globally remote agents, averaging 94% customer satisfaction and 4% escalations rate on ~5k inquiries weekly.
- Reduced escalated cases by ~24% over a 9-month period, analyzing customer feedback data and partnering cross-functionally to resolve high impact technical defects and product limitations.
- Used SQL to build 10+ dashboards and look-ups, reducing handle time on repetitive issues by 30 minutes on average.
- Reduced financial loss on chargebacks by 12% YoY by removing inefficient processes and standardizing evidence submission processes, saving ~$29k in a two year period while achieving a 30% win rate.
- Write, review, and maintain accuracy of 100+ help center articles, achieving a 75% customer self-serve ration.
- Improved operational efficiency though implementing more than 20 workflows and trainings for 100+ BPO agents.
- Scaled an international customer support team by recruiting 3 teammates in East Asia, while implementing an asynchronous training program to achieve 97% customer satisfaction within one year.
Outschool
Support Escalations Associate
08.2020 - 03.2021
Job overview
- Handled 20+ escalated customer cases daily while maintaining a 96% customer satisfaction score.
- Improved Tier 1 support responsiveness by facilitating weekly trainings and workshops for 100+ BPO agents.
- Analyzed, and generated reports on customer support trends for senior leadership to drive product enhancements.
- Promoted to Escalations Team Lead within 6 month, exceeding weekly and monthly performance expectations.
Himalayan Coffee Importers
Business Development Representative
01.2020 - 01.2021
Job overview
- Managed all social media marketing channels, driving ~$10k in revenue through iterating A/B marketing campaigns.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Educate!
Communications Associate
03.2020 - 07.2020
Job overview
- Analyzed statistical results and published summary article on the positive correlation between entrepreneurial education programming and gender equality for high school girls in East Africa.
- Impacted by company-wide RIF due to COVID driven program closures.
The American Society Of Bogotá
English Language Instructor
12.2014 - 01.2018
Job overview
- Used Spanish language skills to build relationships with, teach, and mentor at-risk 300+ high school students, while working with families and administrators to achieve 97% passage rate.
Education
University of DenverDenver, CO
Master of Arts from International Development
06.2020
University Overview
University of Colorado At BoulderBoulder, CO
Bachelor of Arts from International Relations
12.2013
University Overview
Skills
- Google Suite
- Microsoft Office
- Strategic planning
- Operations management
- Project management
- SQL
- ChatGPT
- Asana
- Intercom
- Zendesk
Timeline
Global Support Escalations Lead
Outschool
03.2021 - Current
Support Escalations Associate
Outschool
08.2020 - 03.2021
Communications Associate
Educate!
03.2020 - 07.2020
Business Development Representative
Himalayan Coffee Importers
01.2020 - 01.2021
English Language Instructor
The American Society Of Bogotá
12.2014 - 01.2018
University of Denver
Master of Arts from International Development
University of Colorado At Boulder
Bachelor of Arts from International Relations
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