Andy S. Email & Phone Number

Yakima, Washington, Us

In a contract position for Laird Super Foods, my role was to help the department transition from a small organization where most legacy knowledge was handed down by word of mouth and standardize it to allow for scalability and flexibility to support their growing business.➤ SOPs – Documented key processes and SOPs and built an online knowledge base.➤ CX Reporting – Streamlined reports to give the company a more accurate and timely view of customer issues.➤ Subscriber Retention – Implemented both reactive and proactive retention strategies such as save efforts, customer outreach and win-back programs.➤ Upselling – Leveraged customer support to increase overall revenue.➤ Team Development – Managed and developed 3rd party customer support team.

Consulted with business owner to improve efficiencies and reduce costs:➤ Supply Chain – Helped consolidate suppliers and reduce costs.➤ Employee Scheduling – Streamlined scheduling process in order to focus coverage of key accounts.➤ Contract Negotiations – Assisted owner in renewing major contracts at improved rates.

San Francisco, California, Us

At Community Phone, I was responsible for motivating and leading a team of international contractors in an effort to decrease wait times and increase customer satisfaction. Some of my key accomplishments while in this role were:➤ Decreased caller wait times from over 300 seconds to less than 60 seconds in 3 months.➤ Improved CSAT from low 70% to over 85%.➤ Implemented decision tree logic to assist team with technical troubleshooting.➤ Increased upsells continuously over 6 months.➤ Managed key individuals and helped them grow into leaders.

Evergreen, Colorado, Us

With Mindful Health, I was part of a growing organization, working to build and improve the customer experience, drive efficiencies and lower costs. Some of the key accomplishments I helped to put in place are:➤ Customer Engagement Department Redesign - We redesigned the customer engagement teams and stategy- this was a big shift for a team that had been running the same way since the company's inception, but the benefits were many and varied. We reduced labor expenses, made the agent job more efficient and created a career path based on performance, customer service and knowledge of our products and services. ➤ Revenue Impact - Working with a great team, we were able to implement and track personalized sales links for the customer support team, which had not been done previously. This paid off by reinforcing individual agent behavior, and as a result we were able to add more than $100,000 per quarter to the company's revenue, without the need for any incremental ad spend.➤ Refund Reduction - Thanks to a high degree of focus, creative alternatives to refunding and regular communications with the team, we reduced refunds for the period of Jan-June 2019 vs. Jan-June 2020 by more than $375,000 (-39%), and from 8.2% to 4.9% as a percent of gross revenue, which is a 40% improvement.

At Revolution Golf, I built out the customer service and inside sales teams to support more than 1 million Revolution Golf members. Some of the key areas of focus include:➤ Improving external customer ratings by aggressively addressing any issues posted and providing links for customers to leave reviews.➤ Analyzing trends in customer activity, site behavior, sales activities and related revenues to target activities and focusing on where to make intelligent investments in both technologies and people.➤ Reducing customer support and inside sales costs by addressing issues with the product and processes that require customers to reach out.➤ Reducing refunds by establishing clearly defined (yet very generous) product return policies.➤ Reaching out to new customers to ensure a seamless onboarding process and build the foundation of a solid relationship with them for future revenue.➤ Eliminating waste and increasing efficiencies in an environment previously run with little or no oversight.➤ Establishing relationships with vendors, partners and industry-related organizations to maximize profits under the existing business model and collaborate on future business opportunities.➤ Overhauling the fulfillment process to eliminate manual processes and significantly improve shipping times, reduce refunds and automate supplier interactions.➤ Folding other lines of business into existing systems and processes, thereby reducing complexity and eliminating the need for specialized teams handling only one part of the business.

Waltham, Ma, Us

At Constant Contact, I opened the company's first satellite production office. Starting with just 20 employees, we grew the team to nearly 400 sales and support staff over 5 years. As we grew, I took on the teams in the Waltham, MA office as well and was promoted twice during my nearly 6 years with the company. When I started, we had just over 200,000 customers using our SaaS products - that grew to more than 600,000 customers over the next 5 years. I managed many functions, including inside sales, customer support, workforce management, and quality assurance. I also ran email support thru an off-shore vendor in India. Some of my key accomplishments: ➤ Created team specifically focused on onboarding new customers.➤ Assisted in the development of Customer Satisfaction Index score for all customers, to measure their level of engagement and likelihood to cancel.➤ Improved operational efficiencies, which improved customer satisfaction and lowered costs as a percent of revenue.➤ Used financial analysis and developed standardized metrics to measure and track performance to targets.➤ Implemented “Service +” program to drive ARPU thru cross-selling additional products and services. ➤ Drove early customer engagement and long-term retention thru focused deliver model.➤ Ongoing efforts to grow organization and gain organic efficiencies while setting the bar for customer satisfaction within the industry.➤ Collaborated with other departments to create and continually improve the feedback loop from customers to the developers.➤ Implemented VIP Account program to monitor activity of high-value clients and proactively reach out the engage them and drive revenue as well as customer satisfaction.

Newark, De, Us

➤ Executive responsibility for 1,000+ Loan Origination specialists plus more than 200 exempt management, supervisory and support personnel across 5 locations.➤ Responsible for all aspects of inbound loan origination including FFELP, Private Credit and Parent Answer loans.➤ Responsible for the new loan sales and disbursement of $30B annually in FFELP and Private Credit loans. ➤ Managed large-scale outsource vendor in Bagio, Phillippines.

Monroe, La, Us

Led projects related to call center improvement strategies including:➤ Call Center Technology project (ACD and call routing system upgrades)➤ Workforce Management improvement project (Scheduling & RTA)➤ Customer Relationship Management (CRM) solutions

El Segundo, Ca, Us

➤ Executive responsibility for 2,000+ Customer Service Representatives plus more than 300 exempt management, supervisory and support personnel.➤ Responsible for all aspects of call center including Customer Retention, Sales Support,➤ Technical Troubleshooting and General Service queues.➤ Drove key metrics, including AHT, quality, and save rate.➤ Introduced monthly agent scorecard process to reinforce accountability and drive quality and customer satisfaction.➤ Opened new 600-seat call center in Tulsa, OK. (July 2004)

Ba, Journalism, Advertising

High School Diploma, General Studies