Inspirational leader with over 20 years of advocating for best-in-class customer experience. Consistently demonstrated success in all areas of customer care, call quality, and customer retention. Intuitive ability to assess needs and create customized programs to increase customer loyalty and satisfaction.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Manager of Customer Support
PTI Marketing Technologies Dba MarcomCentral
Solana Beach, California & Remote
03.2021 - 05.2024
Developed a program to reduce number of customer support technologies to one super tool across multiple lines of business, product lines, and customer types
Analyzed support metrics and KPIs to identify areas for improvement in order to reduce initial ticket response time from 24 hours to 1 hour
Managed the escalation process for complex customers issues across large enterprise organizations, consisting of mostly financial, healthcare and insurance industries
Managed and implemented Customer Support software including Live Chat | Intercom, ChurnZero, TaskRay, and FluxCapacity to streamline operations
Recruited, onboarded, and coached new team members for professional development
Systems Analyst
PTI Marketing Technologies Dba MarcomCentral
Solana Beach, California
06.2020 - 03.2021
Professional Services Project Manager
PTI Marketing Technologies Dba MarcomCentral
Solana Beach, California
01.2018 - 06.2020
Production Coordinator
PTI Marketing Technologies Dba MarcomCentral
Solana Beach, California
05.2016 - 01.2018
Account Services Specialist
Volusion, Inc.
Austin, Texas
07.2014 - 02.2015
Developed a customer service program that included monthly modules, goal setting
Call monitoring and coaching
Responded to customer product and service inquires via phone and ticketing system
Researched issues – communicating with customer cause of issue and the solution
Front Desk Receptionist
Abacus School Of Austin
Austin, TX
01.2014 - 07.2014
Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Scheduled, coordinated and confirmed appointments and meetings.
Completed all tasks in compliance with company policies and procedures.
Quality Assurance Lead
Modern Postcard
03.1999 - 10.2013
Developed and established call quality assurance programs for customer facing groups including Inside Sales
Customer Care and Production
Developed call quality program that increased call quality from 85-92%
Coached to ensure accuracy in info provided and quality of service.
Deputy Manager Into Customer Operations Support Manager and Customer Operations Manager (Temporary Promoted) at Royal mailDeputy Manager Into Customer Operations Support Manager and Customer Operations Manager (Temporary Promoted) at Royal mail
<ul>
<li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li>
</ul> at Equinix Data Center<ul>
<li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li>
</ul> at Equinix Data Center