Boise, Idaho, United States
I am a detail-oriented technical manager experienced with ecommerce and customer support systems, agile development and project management, and customer support and sales management processes. I work to build relationships with cross-functional teams while creating processes and finding solutions to problems for end-users so that they can deliver efficient, consumer-friendly support for the customers they serve. - Managed Salesforce Service Cloud platform, designing processes to support multiple teams through integrations with other systems and the development of Salesforce functionality. - Led a development team using Agile methodology which included writing requirements, sprint and resource planning, release planning, and backlog management. - Designed dynamic and automated workflows to support a wide variety of needs, enabling accurate and effective problem resolution for customer support teams while providing performance data for management teams.
Managed Salesforce platform, related projects, and integrations supporting our customer support, operations, accounting, and marketing teams. - System Administrator for our Salesforce Service Cloud Platform - Implemented formal development process using agile methodology, which included sprint planning, backlog management, capturing business requirements, story estimation, measuring velocity, QA processes, and release planning - Designed and introduced dynamic workflows and automation for case creation and real-time problem resolution for multiple channels to support standard inquiries, catalog subscription, corporate sales, and customer privacy while maximizing efficiency - Designed workflows and processes for customer and order data flowing between systems, and for order amendments - Designed product return and warranty processes to enforce customer eligibility, record relevant data, create replacement orders, notify customers, and trigger refunds, reducing processing times by ~90% - Managed creation of product database to manage product information via knowledge templates and to support automated processes - Designed integrated Chat which captured key customer data, associated transcripts with relevant records, integrated with a BOT, and managed via Omni Channel - Set-up CTI integrations to support screen pops with customer records and associate relevant customer records - Designed process to automate customer surveys for customer support and order experience feedback, and to associate feedback to relevant records - Standardized and enhanced data capture within system workflows and processes to support multiple functions across the business with both real-time data insights against KPIs, and historical data for customer and business analysis - Built out standard objects and custom objects to support business needs, and designed record layouts
Managing the customer service and sales support for multiple company brands. - Provided direction to support teams to ensure each brand’s unique policies and products were properly supported - Managed support agents and supervisors to meet department KPIs, and evaluated performance - Managed tool for tracking customer issues and served as administrator while creating processes to improve efficiencies in problem resolution - Built cross-functional relationships and implemented processes to help ensure support teams were aligned with company goals and business KPIs - Forecasted required support for seasonal business, worked with business partners to provide job requirements and interviewing expectations, and created hiring timelines - Created training materials and implemented training programs
Managed all operational aspects of the Consumer Services group, including the Call Center, Customer Service, Distribution, and Training departments. - Supervised, developed, and evaluated performance of Consumer Services Managers - Identified and introduced “Best Practice” business strategies to maximize productivity and efficiencies, via the seamless contraction and expansion of the company’s unified call centers environment - Ensured the successful integration of all new clients into all departments within the group, and maintain positive relationship with existing clients - Coordinated and managed scale-up of center-wide operations to handle all “high-demand” events - Designed call flow and created scripts for incoming charge-by-phone numbers; integrated call flow with Interactive Voice Response (IVR) system and managed real-time IVR adjustments in response to high volume business needs - Analyzed monthly and weekly statistical reports; utilized analysis to identify opportunities to improve call center operational effectiveness - Ensured quality assurance and training initiatives were established and maintained - Worked with Executive Staff and Finance to create annual budgets for all departments and managed to budget expectations
Managed the complete Call Center operation. - Managed the operation of the Call Center, ensuring maximum level of profitability by maintaining appropriate staff levels and established productivity levels through efficient sales staff - Managed sales floor and supervisors and evaluated performance - Forecast upcoming call volume and project staffing needs based on historical volume and trends, analyzed and approved staffing recommendations - Compiled daily reports and ensured payroll hours were accurately recorded - Developed and maintained strong relationships with staff at all levels of the company and with phone center management in other company call centers - Oversaw successful implementation of second ticketing system into call center after company merger
Supervised the day-to-day operations of Call Center and managed a group of supervisors. - Provided direction for the supervisors to ensure that performance metrics were achieved - Supported and supervised Call Center Supervisors & Representatives - Ensured high customer satisfaction by monitoring, evaluating, and providing performance feedback and training for Call Center staff - Provided first level support to clients and client representatives - Played key role in converting call center to new ticketing software upon sale of company