Seasoned Customer Experience Leader with eight years of experience in process optimization, metrics tracking & analytics, staff training & development, and leading high-performing teams in customer service, technical support, and sales. mrknowles@gmail.comMy strength is my team. I am effective at what I do because I usher and cultivate engaged employees; whether they are new to your organization, or seasoned veterans. I gather or build for them the resources they need to excel. I remove barriers, hone processes, measure data, and collaborate with parallel departments. In turn, my team improves their metrics, reaches the company goals, and satisfies coworkers and customers alike. I nurture top performers to grow within your organization, bringing the benefit of their extensive knowledge of the customer and the product to any team they join. My business is people. Simple.My specialities include:* Leadership* Mentorship, training and development, morale* Operational process innovation and optimization* Gathering data and measuring performance* Interdepartmental collaboration* Project management* Building to scaleAt Backstage, by focusing on operations and my team I was able to cut customer ticket volume by ~40%, reduce first response time by ~2.5 hours, and improve customer satisfaction by an average of 23%.At Boxbee I collaborated with the logistics manager to completely redesign the company-wide workflow, cutting down on customer complaints and scheduling issues by ~73% during our busiest season.And at every organization I’ve been lucky enough to be a part of I’ve managed the creation of a complete internal-facing employee knowledge base, cutting down on staff mistakes, and decreasing the training time of new hires by half.When I’m not bringing out the best in my staff, I like to fill my time with interesting activities. I make costumes for Comic Con, watch cartoons, participate in live action role playing, and throw axes competitively. I’m certain I can do a lot for your organization, your support team, and your customers. Reach out to me and let’s discuss your needs: mrknowles@gmail.com, or by phone at (603) 765-5464.