Oversees customer support, order operations, self-serve development, and overall growth of the support and engagement at Wyze Labs. Manages the day-to-day operations of the entire customer engagement department. Reporting directly to the CEO.• Spearheaded the optimization of the organizational structure across all teams, focusing on objectives such as enhancing customer satisfaction, reducing administrative costs, and standardizing policies and processes.• Successfully launched and fine-tuned self-service offerings, attaining an impressive 57% self-service rate. This achievement was made possible through the introduction of an AI chatbot, an extensive revamp of the help center, and the integration of advanced tools.• Developed and executed comprehensive training programs, encompassing product knowledge, employee onboarding, and leadership development, to ensure the seamless assimilation of new products and the efficient operation of the department.• Proficiently managed the entire Request for Proposal (RFP) process, facilitating the introduction of a new outsourcing team. This encompassed contract negotiations and the diligent oversight of the onboarding process.• Negotiated contracts with precision for all systems within the customer support department, a critical step that underscored the commitment to operational efficiency and cost-effectiveness.• Achieved a remarkable transformation of the support organization, positioning it as a leader in Service Level Agreement (SLA) performance.• Pioneered a customer satisfaction program designed to nurture lasting relationships and consistently maintained a CSAT rating exceeding 90%. The Net Promoter Score (NPS) survey results steered efforts, resulting in an exceptional NPS rating of 60 for support.• Collaborated closely with the executive leadership team to align customer support department policies and systems with the overarching company objectives, ensuring a unified strategic direction.

Developed and managed the daily operations of the 24/7 support center across multiple locations in Roseburg, OR, Great Fall, MT, and Cebu Philippines. Ensured all team members had the training and development necessary to excel while managing quality and productivity.• Successfully built the support organization from the ground up, including onboarding a new Business Process Outsourcing (BPO) partner, restructuring support operations, and consistently delivering results within budget.• Achieved an impressive 92% or higher customer satisfaction rate consistently in all roles, highlighting a commitment to delivering exceptional customer experiences.• Successfully constructed and managed the total support budget, demonstrating the ability to adapt as required to ensure cost-effectiveness. To balance cost and performance.• Conducted a comprehensive Request for Proposal (RFP) process to identify and choose an ideal outsourced partner, contributing to enhanced operational efficiency.• Facilitated the onboarding of a new site, establishing robust business continuity measures to ensure uninterrupted support operations.• Effectively managed day-to-day operations of a 24/7 support center, maintaining service quality and efficiency.• Expertly managed operations across multiple locations, including Roseburg, OR, and Great Falls, MT, ensuring consistent high-performance standards.• Successfully led the development and training of my team, driving them to achieve outstanding results.• Enhanced operational efficiency to handle increased service volumes without expanding headcount, thereby achieving cost savings.• Implemented effective workflow management to balance queues and consistently meet service level agreements (SLAs).• Ensured that support agents had the necessary tools and training to excel while maintaining a focus on productivity and service quality.

Oversaw daily operations of the 24/7 Tier 1 support center for DocuSign across multiple locations in Seattle, WA, and Cebu, Philippines. Ensured all team members had the training and development necessary to excel while managing quality and productivity.• Pioneered the comprehensive development and training of the Tier 1 team in Seattle, and the outsource team in the Philippines fostering the achievement of high-performance outcomes. Maintained an impressive 92% customer satisfaction rating consistently across all communication channels and locations.• Crafted and implemented policies and procedures that provided clear direction for all facets of call center operations. Skillfully managed a team of 200+ direct reports across diverse locations and communication channels, including phone, chat, and email.• Significantly increased productivity, effectively handling elevated response volumes without the need for additional headcount. Achieved this by proficiently managing workflows to ensure the equilibrium of all queues and the consistent achievement of service level targets.• Prioritized and ensured the visibility of all major incidents at the senior management level, facilitating swift and informed decision-making.• Leveraged Jira for the meticulous tracking of bugs and enhancements, while proficiently utilizing Salesforce for reporting, ticket management, and queue optimization.

Proactively identified gaps in performance, practice, and policy to implement a strategic action plan that improved results. Monitored daily results and activities to ensure phone and accessory sales objectives were met. Managed day-to-day team development and training to produce high performance results.

Trained team to use and troubleshoot Verizon Wireless products and services to consistently exceed assigned quotas and increase customer retention. Negotiated with customers to diffuse escalated situations and create a positive experience to reduce churn and grow the existing customer base.

Maintained quality and statistical performance to earn a promotion to Customer Service Coordinator. Facilitated peer-to-peer coaching for coordinators in the call center and earned three perfect scores from the quality assurance team in one month.

Provided one-on-one coaching and monitored performance, behaviors, and attendance. Trained 22 BSC new hires on the 800 inbound curriculum and BSC specific material. Facilitated six Quality Fundamentals Workshops and coordinated with the director, supervisor, and quality assurance team to ensure success of the five-day event.

Developed, trained, and motivated team to produce desired high-performance results by coaching peers to achieve exceptional call performance. Provided superior customer service to internal and external customers by maintaining a positive attitude, solving complex issues, and further developing technical skills.