Summary
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Work History
Education
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Stephen Armstrong

Stephen Armstrong

Torrance,CA

Summary

Focused on customer experiance with a proven history of boosting CSAT through strategic data analysis and process optimization. Experienced in overseeing BPO Quality Team operations, generating statistical reports, and calibrating benchmark scores. Expert in leveraging technology tools for efficient project tracking and reporting. Proficient in facilitating interdepartmental communication and organizing team-building initiatives to create a positive work culture. Renowned for exceptional organizational and communication skills, with meticulous attention to detail and a dedication to excellence. Proven ability to streamline operations and manage multiple priorities in dynamic, fast-paced settings.

Overview

4
4

Years of higher education

24
24

Years of professional experiences

Work History

Director of Customer Experience

TikTok
07.2023 - 06.2024
  • Oversaw BPO and in house operations.
  • Customer advocate.
  • Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
  • Set and monitored KPI's including a high emphasis on CSAT.
  • Effectively managed complex customer issues.
  • Boosted team productivity through ongoing training and support for customer service representatives.
  • Analyzed customer feedback data to identify trends and improvement areas.
  • Acted as a liaison between BPO and Service Delivery Team.
  • Generated statistical reports and insights on daily, weekly, and monthly trends, enabling data-driven decision-making and operational efficiency improvements.
  • Conducted regular performance evaluations for team members, pinpointing areas for improvement and devising targeted action plans.

Quality Assurance Manager

Amazon
01.2020 - 05.2023
  • Responsible for Customer Satisfaction (CSAT) scores.
  • Utilized data analysis to identify trends and develop strategies for continuous improvement.
  • Oversaw a global team of customer service agents.
  • Developed and edited presentations for internal and external stakeholders, improving clarity and impact of key business communications.
  • Championed a customer-focused mindset across the organization by emphasizing the importance of consistently delivering high-quality products and services.
  • Assessed interactions between associates and customers, identifying trends and collaborating with training departments to implement new processes, resulting in an improvement in customer experience.

Executive Assistant

Dedicated Entertainment
12.2015 - 01.2020
  • Efficiently managed executive calendars, optimizing schedules to ensure maximum productivity and minimizing conflicts.
  • Organized comprehensive travel itineraries, accommodations, and transportation for executives, enhancing travel efficiency and reducing costs.
  • Facilitated the recruitment process by screening resumes and arranging interviews.
  • Successfully planned and executed corporate events and team-building activities, which improved team cohesion and morale.
  • Ensured the confidentiality of sensitive documents through proper storage and distribution protocols, maintaining the integrity of executive communications.
  • Assisted with special projects, providing administrative support and tracking project milestones, which contributed to the successful completion of key initiatives.
  • Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
  • Supported executives in decision-making processes by conducting research and presenting findings in clear formats.

Customer Service Manager

Apple
08.2011 - 12.2015
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Conducted regular performance evaluations for team members.
  • Resolved escalated customer complaints calmly and professionally, maintaining high levels of satisfaction among clients despite challenging situations.
  • Increased first-call resolution rates, streamlining processes to address customer issues quickly.
  • Enhanced communication skills within the team through training sessions and role-playing exercises.
  • Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.

Education

Bachelor of Arts -

California Institute of The Arts
Valencia, CA
08.2011 - 05.2013

Associate of Arts -

Orange Coast College
Costa Mesa, CA
01.2009 - 06.2011

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Try not to become a man of success. Rather become a man of value.
Albert Einstein

Skills

Customer service expert

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Stephen Armstrong