Led the integration of automated support tools, streamlining workflows and cutting response times, improving customer satisfaction while reducing operational costs.Optimized customer service processes, driving efficiency improvements that decreased service costs and increased team productivity.Spearheaded cross-departmental warranty cost reduction, cutting warranty claims by 20% through enhanced data collection and analysis.Created and presented reports to leadership, aligning customer service initiatives with broader business goals.Partnered with Enablement to design and implement training programs for process updates, ensuring seamless transitions and adoption.Established strategic partnerships in new markets, including the Canadian service network, to expand repair and support operations.

Built and led a customer service team, responsible for hiring and expanding the department to 3 managers and 19 agents across the U.S. and Philippines, ensuring comprehensive global coverage and operational excellence.Developed and implemented training programs for both customer service agents and a nationwide network of 50+ in-field technicians, who provided repair services for all Plunge units.Created a nationwide repair network with 50+ technicians to handle service and repair needs, ensuring rapid resolution for customers with out-of-service units.Designed and standardized scalable troubleshooting processes for all products, improving team productivity and ensuring a seamless, consistent customer experience at scale.Led the implementation of customer service software solutions, including Gladly and Zendesk, overseeing end-to-end development of workflows and processes.Negotiated and managed key partnerships with third-party providers, such as Clyde and Zuper, driving additional revenue streams through extended warranty programs.Increased sales conversions during major promotions by leveraging extended warranty deals without sacrificing profitability.Collected customer feedback and data, collaborating with Engineering, Operations, and Fulfillment to drive product improvements and optimize the customer journey. These data-driven decisions resulted in cost savings and a significantly enhanced customer experience.Served as the primary escalation point for complex customer issues, safeguarding brand reputation and ensuring customer retention.

Led and developed a high-performing customer service team, ensuring strong customer satisfaction metrics and operational efficiency, while optimizing team performance through coaching and process improvements.Designed and implemented comprehensive troubleshooting workflows and training programs to enhance team capability and streamline customer support processes.Managed the implementation and optimization of customer service software, automating workflows to improve response times and efficiency.Negotiated vendor contracts and developed strategies for extended warranties, increasing customer retention and driving additional revenue streams.Established and scaled offshore support teams, improving global coverage and ensuring consistent quality in service delivery.Standardized support processes to deliver seamless, high-quality customer experiences, ensuring consistency across all touchpoints.Partnered with engineering to drive product enhancements using data-driven insights from customer feedback.Acted as the primary point of escalation for complex issues, resolving high-impact cases to maintain client retention and protect brand reputation.

Developed and implemented comprehensive sales training programs, enhancing team performance and ensuring alignment with company objectives.Created and optimized sales processes, improving consistency and efficiency across the sales cycle, resulting in increased conversion rates.Generated new business opportunities by leveraging inbound leads and following up with existing clients, driving upsell opportunities and revenue growth.Collaborated with team members to share leads, refine sales strategies, and identify market trends.Provided data-driven feedback to management on customer preferences and emerging market trends, aiding in strategic decision-making.Maintained detailed records of customer interactions and sales activities, improving tracking and reporting for the sales team.

Led the development and execution of integrated marketing strategies, enhancing brand visibility and engagement across multiple channels, including podcasts, events, and digital content.Produced and managed all aspects of podcast production, coordinating guest appearances and overseeing content creation, which grew brand awareness and audience engagement.Directed content creation and distribution, including filming, editing, and managing all visual and written content for the Mark Haney brand, driving consistent brand messaging and market presence.Organized and managed events such as "Hanging with Haney," executing event marketing strategies that strengthened community ties and expanded audience reach.Developed and nurtured partnerships with local businesses and entrepreneurs, connecting partners to resources within the Haney network to support business growth and collaboration.Implemented and optimized marketing programs to increase brand awareness, successfully boosting engagement through consistent content distribution and outreach efforts.Leveraged strong relationship-building skills to grow a network of business owners and stakeholders, fostering valuable partnerships that contributed to the success of HaneyBiz and its clients.

Responsible for creating workouts/training sessions for youth goalkeepers once a week. Evaluate and assess goalkeepers at tryouts and games. Communicate with coaches for weekly updates about goalkeeper’s development. Mentor youth about life on and off the soccer field.

Directed all daily operations, ensuring efficient service delivery and optimizing fleet management for cost-effective transportation services.Led a team of drivers and support staff, focusing on team growth, training, and performance management to meet service standards.Managed sales, marketing, and account management initiatives, driving new business acquisition and client retention through strategic outreach and marketing campaigns.Oversaw budgeting and financial planning, optimizing resource allocation to increase profitability and operational efficiency.Fostered relationships with clients, vendors, and partners to drive business growth and expand market reach.Actively participated in investor meetings, presenting financials and growth strategies to secure ongoing investment.Spearheaded marketing initiatives, including website improvements, content strategies, and sales campaigns to enhance brand visibility and drive revenue growth.

Responsible for creating workouts/training sessions for youth goalkeepers once a week. Evaluate and assess goalkeepers at tryouts and games. Communicate with coaches for weekly updates about goalkeeper’s development. Mentor youth about life on and off the soccer field.

Manage day-to-day operations that include but is not limited to; scheduling, selling memberships, managing part time employees, manage daily tasks/cleaning, taking inventory, create invoices and communicate with clients. Responsible for marketing; social media, updating website, advertising (print media, e-mail), create pricing packages and promotions; create business plans for personal training, group fitness classes, and corporate wellness plans.

Keeper coach responsibilities: Continually evaluate and analyze goalkeepers based on game/practice performances, developing goalkeepers by creating training programs/sessions based on their weekly evaluations. Advise and inform the other coaches about goalkeeper’s evaluations and progress and recommend who should be starting.Second Assistant responsibilities: Developed training and game strategies, helped put together and run training sessions.