Todd Campbell
Leader, Customer Services And Support
Odessa,FL
Summary
Versatile Senior Manager specializing in Client Services and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager, Enterprise and Level 2 Client Support
Greenway Health
6 2013 - Current
- Achieved 98% on customer satisfaction surveys consistently by coaching team to meet and exceed established KPIs
- Improved customer satisfaction scores 8% over previous year
- Increased productivity 5% through implementation of SOPs for case management
- Leader of Critical Incident Management, which included successful navigation of the Change Healthcare ransomware incident in 2024. I built-out 2 teams internally to work as a point of contact for clients impacted financially by this crisis.
- Promoted to Level 2 and Enterprise Services Senior Manager in 2018 with accountability for the most challenging and highly visible customers
- Led and collaborated to create an Onboarding team to delight new customers
- Building of strong relationships with internal teams, especially product management, marketing,development, client success and legal.
- Successful collaboration with customers, including C-Level executives while attending industry conferences
- Led ITIL Service Level Management implementation company-wide
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
Store Manager
Starbucks
01.2005 - 05.2013
- Contributed to multiple stores generating over $40,000/week in revenue
- Managed daily operations to ensure smooth functioning of store, maintaining a clean, safe environment for customers and employees.
- Saved store from closing by increasing sales 20% after taking over
- Reduced costs 15% year-over-year by decreasing inventory and enforcing ordering guidelines
- Led teams with as many as 35 partners (employees)
- Managed inventory control, cash control, and store opening and closing procedures.
- Exceeded sales goals (retail, promotional items, customer overall satisfaction)
- Oversaw budget using P&L statements to achieve quarterly targets
- Mentored junior leaders/supervisors (3 partners going on to manage their own stores)
- Drove business and community awareness through engagement with local schools
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Education
Associate Degree -
University of South Florida
Skills
Microsoft Office
undefinedCertification
Certified ITIL Foundations, PeopleCert, February 2023
Timeline
Store Manager
Starbucks
01.2005 - 05.2013
Senior Manager, Enterprise and Level 2 Client Support
Greenway Health
6 2013 - Current
Associate Degree -
University of South Florida
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