Tyler Henderson
San Angelo,TX
Summary
Dynamic leader with a proven track record at Integris, excelling in customer relationship management, team building, and process improvement. Spearheaded initiatives to ensure low churn rates and enhance both client and employee satisfaction. Named Customer Experience Champion twice, Quarterly MVP, and rated as top performer/all-star by direct reports and colleagues during every bi-annual review. Valued for reliability, active listening, and consistent delivery of results.
Overview
7
7
years of professional experience
Work History
Account Services Manager
Integris
05.2023 - Current
- Managed team of 8-10 experienced Account Managers
- Performed monthly 1:1 meetings with each team member
- Accountable for client health/relationship management for over 170 customers
- Led team to exceed goals of client retention, cross-selling, and account profitability
- Consistently developed long-lasting relationships with clients resulting in low churn rate
- Developed, implemented, and trained team on Client Risk Score processes to understand and strengthen client relationships
- Developed and implemented Net Promoter Score surveys and best practices for 800+ employee organization
- Developed and implemented CSAT survey best practices for 800+ employee organization
- Managed internal ticketing system processes, automation, and workflows
Tier 2 Services Manager
CalTech (Merged With Integris in November 2022)
06.2021 - 05.2023
- Managed team of over 15 server/network engineers
- Performed monthly 1:1 meetings with each team member
- Developed, implemented, and managed On-Call alerting automation and processes
- Consistently developed long-lasting relationships with clients
- Led team to consistently exceed goals of CSATs, SLAs, and Ticket Closures
- Responsible for ensuring emergency tickets were responded to and handled effectively
- Managed ticket board effectively to ensure client expectations were exceeded
- Worked with clients on any concerns and coached team or improved processes accordingly
- Managed internal ticketing system processes, automation, and workflows
Call Center Manager
CalTech (Merged With Integris in November 2022
07.2017 - 06.2021
- Managed team of approximately 20 call center engineers
- Performed monthly 1:1 meetings with each team member
- Consistently developed long-lasting relationships with clients
- Led team to consistently exceed goals of CSATs, SLAs, and Ticket Closures
- Led team to consistently exceed call metric goals of Target Service Factor and Abandonment Rate
- Managed ticket board and call queue effectively to ensure client expectations were exceeded
- Worked with clients on any concerns and coached team or improved processes accordingly
- Managed internal ticketing system processes, automation, and workflows
Skills
- Team building/development
- Customer relationship management
- Process improvement
- Interpersonal skills
- Strong work ethic
- "Do whatever it takes" attitude
- Creative thinking
- Active listening
Accomplishments
- Developed Risk Matrix System and Processes, leading to high renewal/low churn rate for organization in 2024
- Standardized and improved Annual Business Review and Strategy Meetings, leading to 100% completion amongst team in 2024
- Developed, Implemented, and trained teams on Net Promoter Score for organization
- Developed, implemented, and trained teams on CSAT best practices for organization
- Named Customer Service Champion in 2023
- Named Quarterly MVP for Q2 in 2024, competing with over 800 employees
- Nominated and given Employee Spotlight for November 2024
Timeline
Account Services Manager
Integris
05.2023 - Current
Tier 2 Services Manager
CalTech (Merged With Integris in November 2022)
06.2021 - 05.2023
Call Center Manager
CalTech (Merged With Integris in November 2022
07.2017 - 06.2021
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