Business operations management and consulting company.

Personal development and networking company.

Director of Quality and Customer Care overseeing departments and overall quality assurance through the selection, implementation and oversight of several custom Office Management, CRM and Custom Dashboard cloud-based systems.Managed the Quality Control & Improvement stats and daily call processes for the customer support suite ticketing system (ZenDesk).Spearheaded, created, and managed phone support call center. Responsible for the implementation of live chat support.Transformed the Call Center from three outsourced call center vendors when I started to one in-house virtual call center which cut overspending by $81,500.00 per month to under $20,000.00 a month.  This improvement was a massive cost savings, also increased the customer connection rate from 20% answered calls to 98%.  That increased the customer satisfaction rates and greatly decreased chargebacks and refunds. Customer satisfaction ZenDesk rankings never dropped below 97% and the average was 99%. Like previous company, my team achieved consistent 95-100% customer satisfaction rating metrics via ZenDesk and Infusionsoft.Assisted both on-site and remote during several large (900+ attendee) Live Events to engage, assist with registration, answer questions, assist marketing/sales director with coaches and client needs, assisted event director with overall event. Performed a Weekly BaseCamp webinar for all new clients to answer all their service/support related questions which helped with customer on-boarding into our various systems, training/coaching events, helped them understand which events they were invited to book and answered individual more personalized questions.Ongoing daily, weekly and monthly touch-points with team staff, leads, management and Executives as needed to hit KPI goals.

Reduced costs and cycle time; utilized Business Process Engineering (BPE) to reduce costs and cycle times by eliminating unproductive activities and the employees/contractors who performed them. Achieved consistent 95-100% customer satisfaction rating metrics via ZenDesk and Infusionsoft.  The average for the industry was 78% which made MOBE’s support the highest in that industry while I was there. Utilizing data driven metrics combined with superior human support attention with clients/members was the key. Reorganized teams by decreasing the need for management layers, accelerated information flows, eliminated the errors and rework caused by multiple processes and/or handoffs.   Improved overall quality; Utilized BPE to improve quality by reducing the fragmentation of work and establishing clear ownership of processes.  Workers gain responsibility for their output and can measure their performance based on prompt and constructive feedback. Refocused company values based on customer needs; Redesigned core processes using information technology as needed to enable improvements; Recommended and implemented reorganization as necessary to cross-functional teams with end-to-end responsibility for a process. Delivered basic organizational and social (contractor and customer) issues; Improved business processes across the organization. Liaised with Executives, Management, Staff (employees, vendors, and independent contractors) and customers as appropriate; Monitored customer support staff to ensure tickets are answered in a timely basis and work with other divisions to complete tickets are accomplished per ideal scene, and; Managed and train staff both inside Division 5 CS and Validity training, processes and procedures, and; Events, Products, and Staff, and; Managed the creation of surveys from customers on Events, Products, and Staff.