Avery Dunlap, Ccsm Email & Phone Number

Arlington, Virginia, Us

Chicago, Illinois, Us

- Managed $6.1 million in revenue for 3,000 Mid-Market/SMB customers by building lasting relationships and facilitating regular communications including Executive Business Reviews/Quarterly Business Reviews- Maintained 93% renewal rate across 3,000 accounts, expanding company revenue via consultative selling engagement, renewals, product recommendations, and upsells/cross-sells tailored to the customer’s needs- Developed new business practices, playbooks, and troubleshooting solutions to increase annual recurring revenue (ARR) to 110%, lower client cancellation rate to <2.5%, and improve customer satisfaction to 85%- Led customer implementations, onboarded clients, and provided API configurations for their POS systems to third-party strategic partnerships like UberEats, DoorDash, and GrubHub to enable full product utilization- Analyzed NPS surveys and customer feedback via Catalyst to offer solutions and assistance based on data, enhancing customer experience- Demonstrated extraordinary interpersonal skills & the ability to thrive, multi-task, & prioritize in a high-volume & fast-paced environment

Chicago, Illinois, Us

- Led team of 35 technical support specialists while managing customer inquiries via phone, email, and chat support, and providing growth opportunities by training on new products, features, policies, and best practices- Maintained a personal CSAT review of 90-100% by managing daily workload to ensure service volume, ticket lifecycle, and quality levels were met- Implemented operational improvements resulting in an 85% company CSAT score- Streamlined team KPIs, optimizing performance SLA to achieve a 92% increase in response and ticket resolution times- Developed operational solutions to quickly and efficiently resolve 150+ escalated issues per week at 30 issues resolved per day, improving the average amount of time spent resolving a customer query

Chicago, Il, Us

- Provided technical assistance & support for incoming queries & issues related to computer systems, software, & hardware.- Ensured all service requests to the TAC Help Desk are managed effectively & efficiently via JIRA. - Performed on-site &/or remote analysis, diagnosis & resolution of hardware, software & connection problems for a variety of systems; recommending & implementing remedial solutions- Built & deployed laptops & desktops to various Museum Staff members & added all the necessary programs needed for the users to perform daily tasks adhering to IT & Museum policies & equipment standards- Installed &/or upgraded software; providing end-user support for standard Museum applications such as Raiser’s Edge & Office Suite- Developed a software database tracking the most used programs across the museum creating a standardized build for users in various department- Created SOPs & training manuals & trained computer users; increasing the knowledge base the Museum has to operate & maintain its hardware, software, & system- Installed, configured, & maintained Windows server hardware, VMware servers, & operating systems to ensure data security & integrity for the organization- Designed, implemented, & maintaining network infrastructure for the Museum’s Sophos VPN firewall & Cisco devices, including switches, routers, & phones- Managed IP addressing, DNS, & DHCP for the Museum’s internet infrastructure ensuring employees & guests internet & wireless connectivity- Onboarded & off-boarded Museum employees using Active Directory to manage user accounts, permissions, & access controls providing identity security

Grapevine, Texas, Us

- Led team of 8 associates while overseeing daily store operations and fostering a hospitable and friendly environment for guests increasing NPS and customer satisfaction scores.- Developed new workflow for managing marketing, inventory, and scheduling saving the store up to 52 hours per month in labor- Aligned business strategies with Profit and Loss Report to achieve sales targets, manage expenses, and sustain a healthy profit margin- Collaborated with Store Leader and District Leader on new customer experience initiatives to resolve guest service concerns, ensure high customer satisfaction, and generate new customers- Reviewed & approved opening & closing activities; ensured cash balances & proper accounting

Billund, Dk

- Developed training methods for co-workers on product knowledge to increase the team’s overall confidence & efficiency when engaging guest- Engaged & interacted with guests to give them an enjoyable experience in the store & increase store flow- Produced excellent customer service to store guests to increase the store’s NPS (Net Promoter Score), Mystery Shop score, & store profit (ATV, UPT, & Conversion Rate)- Stocked the store’s inventory & merchandised to give the store more items available to customers, as well as, create a more inviting store, increasing store profit- Hosted store events & interacted with children, giving them the “ultimate” LEGO experience by inspiring their creativity & boosting their confidence