Samantha Gawthrop
Lino Lakes,MN
Summary
Experienced Customer Support Manager bringing 27 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
19
19
years of professional experience
Work History
Customer Support Manager
Priority Courier Experts
11.2005 - 06.2024
- Direct day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Streamline communication policies and procedures company wide.
- Work with a diverse group of independent contractors to support both company and business partnership needs.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Managed department call volume, average 1000 calls per day, and coordinated department schedules to maximize coverage during peak hours.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Developed customized support solutions for high-value clients, securing long-term partnerships.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Corrected customer order inconsistencies to support accounting with accurate financial reporting.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Monitored employee performance to identify areas for improvement and additional training needs.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Used data-driven insights to identify areas of opportunity, leading to more effective support strategies and ultimately boosting overall performance.
- Led efforts in revising internal documentation procedures which resulted in more accurate records of client interactions.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Built strong relationships with field operations team to support business development opportunities and improve service.
Education
Pursued Business Management -
Bemidji State University
Bemidji, MN05.2004
Pursued Associate of Arts Degree - Criminal Justice
North Hennepin Community College
Brooklyn Park12.2003
Skills
- Process improvement strategies
- Systems implementations
- Solutions development
- Client Relationship Building
- Training and mentoring
- Escalation Handling
- Staff Scheduling
- Account Management
- Inter-department collaboration
- Teamwork and Collaboration
- Adaptability and Flexibility
- Decision-Making
Accomplishments
- Supervised team of 52 staff members.
- Achieved "paperless" paperwork processing for over 400 independent contractors through effective collaboration with IT; utilizing capabilities of the CXT dispatch system.
- Collaborated with IT team of IT in the development of various EDIs.
- Fostered a team environment, actively engaging all departments to collaborate with one another towards a common goal.
Communication Skills
- Created multiple and highly effective processes that significantly impacted efficiency and improved operations company wide.
- Promoted from Customer Service Representative to Support Manager due to personal drive and leadership ability within 3 months of starting.
- Led team to achieve 96.7% on time service levels, meeting customer expectations, earning recognition from upper management and financial rewards.
- Recognized as Employee of the Month three times.
- Recognized as Employee of the Year in 2015.
Leadership Experience
- Work with both Executive and upper management creating and implementing many items throughout my tenure.
- Have overseen numerous staff, in many facets, during my tenure.
- Lead diverse groups of staff and drivers.
References
Available upon request
Crafting, quilting, painting and decor
In my spare time, I enjoy crafting, quilting, painting and creating various types of decor. I do this as my form of relaxation, oftentimes making things as gifts for family and friends.
Timeline
Customer Support Manager
Priority Courier Experts
11.2005 - 06.2024
Pursued Business Management -
Bemidji State University
Pursued Associate of Arts Degree - Criminal Justice
North Hennepin Community College
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