Senior Customer Support & Operations Manager
Head2Head Sports - Online Provider Of Salary Cap Style Fantasy Sports Leagues
Phoenix, Arizona, United States
• Managed relationships with over 3,000 unique customer accounts, resulting in 10% increase in customer renewals.• Redesigned customer prize fulfillment process, increasing outbound payment speed by 50%.• Facilitated connections with 250+ high value customers and identified opportunities for new business, enhancing company revenue by 15%.• Led team of 7 direct reports to ensure 24-hour turnaround for customer inquiries and escalations.• Boosted customer satisfaction index (CSI) by 20% through procedural streamlining.• Oversaw $2,500,000 annually through management of customer prize fulfillment process including prize check distribution and reconciliation.