Saverio Montecalvo
Burlington,KY
Summary
Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Thrives in a fast-paced environment with little to no direction.
Overview
1
1
Certificate
2
2
years of post-secondary education
Work History
Senior Customer Support Manager
Spring
- Developed and implemented live chatbots, resulting in a reduction in chat contacts by 20%
- Continuously optimize processes and workflows to enhance customer satisfaction and operational efficiency
- Lead and mentor a team of support professionals to deliver high-quality service and exceed performance targets
- Reduced cost per case by 20%
- Increased agent efficiency by 35% through Zendesk optimizations
- Lowered annual support costs by $220,000 after implementing enhanced support tools.
- CRM software expertise
- Built out ROI calculations for platforms and projects, including Al implementation, to measure the impact of initiatives on business objectives
Customer Support Manager
Spring
- Administered support channels with up to 7,000 monthly contacts
- Implemented incremental improvements to Zendesk to increase efficiency in UI and reporting
- Gathered data and launched manual workarounds and reporting to drive metrics and quality
- Identified potential improvements and developed strategies to increase customer satisfaction through targeted data analysis resulting in a 135% increase to external review sites.
Customer Support Supervisor
Spring
- Mentored agents through 1-on-1 sessions, constructive feedback, and case audits
- Cross-functional collaboration
- Planning and Prioritization
- Improved overall CTA sales after implementing Narvar order tracking and experience layout by 12%
- Managed and trained customer support team members.
Customer Support Team Lead
Spring
- Updated training tools to improve agent autonomy
- Led a separate agent team responsible for site content reviews, guiding high-quality content for third-party marketplaces.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
Education
High School -
Griswald High School
Griswald, CT 04.2022 - Current
Skills
Excellent communicationundefined
Certification
Google Data Analytics, Coursera, 08/01/23
Timeline
High School -
Griswald High School
04.2022 - Current
Senior Customer Support Manager
Spring
Customer Support Manager
Spring
Customer Support Supervisor
Spring
Customer Support Team Lead
Spring
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