Todd Metzker
Chapel Hill,NC
Summary
Experienced operations and people leader with a passion for scaling high-growth companies. Demonstrated ability to build and lead diverse, high-performing teams, foster a culture of innovation, and consistently deliver outstanding results. Strong attention to detail and a talent for creative problem-solving that drives success in streamlining operations, optimizing processes, developing talent, and maximizing efficiency.
Overview
20
20
years of professional experience
Work History
Sr Director of Members Service Operations
Well.co
Chapel Hill, North Carloina
02.2022 - Current
- Led the strategy, implementation, and ongoing management of multiple client programs, guaranteeing compliance with specific SLAs and KPIs for each
- Spearheaded the strategic shift from a shared service model to a dedicated service model, focusing on delivering specialized support to Fortune 100 clients, resulting in increased client satisfaction and revenue growth
- Scaled the service team by 50%, recognizing and promoting high-performing individuals to key leadership roles, including Supervisor, Team Lead, and Operations Manager. This strategic move strengthened the team's capabilities, improved operational efficiency, and positioned the organization for future growth
- Implemented a robust workforce management and data analytics function to ensure efficient scaling of the service team, accurate forecasting, and optimal headcount planning. New function enabled the team to consistently meet SLAs, maintain quality standards, and exceed client expectations
- Spearheaded the development and implementation of a certified coaching program to empower high-performing associates with the skills and knowledge to support a new business vertical
- Responsible for launching new service verticals to increase members benefits navigation, out of pocket costs with a focus on cost savings and education
- Collaborated with various internal key stakeholders to establish new member engagement strategies to increase service teams utilization as well as increase members' sustained engagement.
- Partnered with internal stakeholders to design and implement a new service space, significantly increasing square footage and improving the overall agent experience
Head of Members Service Operations
Well.co
Chapel Hill, North Carloina
03.2019 - 02.2022
- Drove the successful launch of the Member Service function for a pre-launch B2B health and wellness company, ensuring a seamless customer experience and rapid business growth
- Introduced a shared service model allowing for scale without the need to continually add headcount with new launches
- Spearheaded the selection and implementation of a new CRM platform to enhance phone, email, and social media support operations
- Led a diverse team of clinical and non-clinical associates, fostering a collaborative work environment and driving team performance
- Developed comprehensive policy and procedure guidelines for Member Services, supporting various inbound questions from members about their medical benefits
- Established robust KPIs and SLAs to measure department performance
- Monitored these metrics weekly to ensure service level agreements were consistently met or exceeded
- Drove the successful recruitment and onboarding of the Member Service team by partnering with HR to implement new hiring profiles and optimize the hiring process, leading to significant improvements in employee retention
- Created a comprehensive inbound contact strategy, encompassing traditional channels like phone and email, as well as emerging channels like social media
- Spearheaded the implementation of a comprehensive QA program, driving a 53% improvement in overall contact quality through effective coaching and feedback
- Led the seamless transition of the entire team to a remote work environment, ensuring uninterrupted service delivery
Customer Experience Consultant
Metzker Consultant LLC
New York City, New York
05.2013 - 03.2019
- Customer Service Consultant focused on delivering innovative solutions to drive business value and improve customer experience
- Proven track record in analyzing operational needs, implementing strategic initiatives, and optimizing key performance indicators (SLA, AHT, CSAT, NPS, VOC)
- Experienced in launching employee engagement programs to reduce attrition and developing leadership training programs to enhance management capabilities
- Strategic Consultant with proven track record of delivering measurable results
- Successfully partnered with business stakeholders to define roadmaps, optimize staffing, implement technology solutions, and enhance customer satisfaction
- Experienced in a variety of industries, including e-commerce, fin-tech, CPG, fashion, travel, and traditional retail
Director Customer Contact Center
Brooks Brothers
New York City, New York
09.2016 - 06.2018
- Led the successful transition of the Contact Center to PCI compliance
- Led a comprehensive operational overhaul to enhance response quality and reduce resolution times
- Established a new Retail Support Team to provide dedicated support for customer service issues at brick-and-mortar locations, resulting in a reduced return rate, increased customer satisfaction scores, and an additional $1 million in sales
- Drove the successful implementation of an issue-tracking system, resulting in a significant reduction in average resolution time and improved customer satisfaction
- Spearheaded the expansion of the internal associate team, increasing its size by 30 and promoting 3 top performers to supervisory roles
- Implemented a service-to-sales training program, driving $15 million in revenue generation within the first year
- Implemented new hiring profiles and streamlined the onboarding process, reducing onboarding time to two weeks
- Improved employee satisfaction and morale, as evidenced by a 30% increase in positive Great Place to Work reviews
- Decreased the annual budget by 15% by transitioning all associates to full-time positions, increasing hourly compensation bands, and optimizing the recruitment process
Director of Global Customer Loyalty
Chobani
New York City, New York
05.2013 - 09.2016
- Spearheaded the crisis response to a product recall, rapidly scaling the team from 20 to 380 remote workers to handle 750,000 complaints within 7 days
- Demonstrated exceptional leadership & crisis management skills, restoring customer confidence & minimizing brand damage
- Deployed new CRM technology for phone, email, & social media support, resulting in a 62% increase in department efficiency a& a 43% improvement in customer satisfaction scores
- Developed & implemented department-wide service level agreements (SLAs), including a 90/10 response time for phone calls and 1-hour response times for emails & social media inquiries
- Created a weekly forecast model to accurately predict inbound contact volume, enabling efficient staffing adjustments that reduced department costs by 28% & increased productivity by 73%
- Established & led award-winning social media customer support team, responding to customer inquiries across Facebook, Twitter, Instagram, & YouTube
- Developed & implemented automated processes for refunds and product replacements, ensuring timely resolution of customer complaints
- Created & implemented high-touch customer support strategies to support major marketing campaigns, including the Super Bowl, Winter Olympics, & the Oscars
- Built a QA app for field agents to test products and identify potential issues, reducing inbound consumer complaints
- Designed & implemented a B2B customer support model for new platform initiatives, leading to a 15% increase in repeat product trials & improved profitability
- Scaled the customer loyalty team by 5X through a combination of direct & indirect hiring, enabling a 7-day operation
- Optimized internal operational processes to reduce average handle time (AHT) on tickets & increase customer satisfaction (CSAT) scores
- Drove customer retention initiatives by partnering with marketing leaders to develop and execute targeted strategies, resulting in a significant increase in customer lifetime value
Director Customer Support EMEA / NAM Region
Gilt Groupe
Limerick, Ireland
06.2011 - 05.2013
- Promoted to the role of Global Director, overseeing teams in New York, Portland, and Limerick
- Successfully implemented strategies to optimize operations, enhance customer experience, and reduce costs, resulting in a 43% increase in productivity, a 50% increase in customer satisfaction, and a 50% reduction in cost per contact
- Responsible for the successful re-launch of the Irish office by streamlining the onboarding process and reducing training time by 25%, enabling faster time-to-productivity for new hires
- Led the successful transition to the Irish operation, implementing strategies to increase productivity by 32% and customer satisfaction by 35% within 6 months, ultimately reducing site cost per contact by 25%
- Created a robust hiring and onboarding strategy, leading to the successful recruitment and retention of 56 new Customer Service Associates in Portland Or and Limerick Ireland, with a dramatic increase in agent retention rates from 45% to 90%
- Built and implemented part-time support module, resulting in a 12% decrease in global labor costs while maintaining operational efficiency and service quality
- Created and delivered personality-based coaching training to global management, equipping leaders with the tools to understand and effectively manage diverse teams
- Spearheaded a Peer Coaching Program that significantly reduced onboarding time and increased employee retention by empowering senior representatives to mentor and train new hires
Manager, Customer Support
Gilt Groupe
New York City, Ny
06.2009 - 06.2011
- Spearheaded the development & implementation of rigorous service level agreements resulting in 52-week streak of 80/20 response times for phone & email inquiries within 4 hours, exceeding customer expectations & significantly improving customer satisfaction
- Developed & managed weekly forecasts for inbound contacts, enabling efficient staffing & resource allocation
- Managed team of 15+ employees, overseeing the performance of full-time, part-time, and temporary staff, inclusive of Supervisors and team leads
- Created innovative new hire onboarding procedures and engaging training materials tailored to different learning styles, resulting in 45% increase in employee retention
- Spearheaded the development of a new Fine Jewelry return policy, resulting in a 10% reduction in returns & a significant increase in profit margins
- Implemented a peer recognition program that increased employee satisfaction & reduced turnover
- Designed & implemented comprehensive workflow processes & training manuals to improve efficiency & increase associate retention to 100%
- Developed a shared resource (staffing) model with Gilt Groupe Customer Support, reducing Gilt City's budget by 45%
- Conducted in-depth process & systems analysis to identify opportunities for improvement, resulting in significant cost savings, increased efficiency, & higher conversion rates
- Utilized Net Promoter Score (NPS) to identify areas for improvement in Gilt City operations, leading to a 4% reduction in returns & an overall enhancement of the customer experience
- Developed & delivered comprehensive operational reports, including key performance indicators & actionable insights, to senior management
- Drove successful Customer Service integrations for new business acquisitions, resulting in 35% increase in customer satisfaction & 50% reduction in complaints
- Drove significant cost savings through strategic planning & budgeting for the Gilt City Customer Support operation
Manager, Customer Support
MRU Holdings
New York City, Ny
01.2005 - 06.2009
- Successfully managed a geographically dispersed team of 20 associates across NYC, Canada, and India, fostering collaboration and driving results in a global context
- Developed and implemented standardized workflow processes to streamline operations, enhance customer satisfaction, and reduce customer contacts by 20%
- Spearheaded the strategic transition of the department to a 24/7 international contact center, including the recruitment, training, and management of a global team
- Developed and implemented comprehensive Quality Control programs for offshore contact centers, focusing on enhancing agent performance, improving customer satisfaction, and driving operational efficiency
Education
Master of Fine Arts -
Regent University
Virginia Beach, VA05-2006
Bachelor of Fine Arts -
Bethany College
Scotts Valley, CA05-2001
Skills
- Operations management
- Team management
- Strategic planning
- People management
- Relationship building
- Creativity and innovation
- Strategies and goals setting
- Employee development
- Organizational development
- Budget management
- Change management
- Hiring and retention
Timeline
Sr Director of Members Service Operations
Well.co
02.2022 - Current
Head of Members Service Operations
Well.co
03.2019 - 02.2022
Director Customer Contact Center
Brooks Brothers
09.2016 - 06.2018
Customer Experience Consultant
Metzker Consultant LLC
05.2013 - 03.2019
Director of Global Customer Loyalty
Chobani
05.2013 - 09.2016
Director Customer Support EMEA / NAM Region
Gilt Groupe
06.2011 - 05.2013
Manager, Customer Support
Gilt Groupe
06.2009 - 06.2011
Manager, Customer Support
MRU Holdings
01.2005 - 06.2009
Master of Fine Arts -
Regent University
Bachelor of Fine Arts -
Bethany College