Craig Lawson Email & Phone Number

• As part of the Customer Support SLT I help oversee the customer service strategy and operations for the social good SaaS technology company as a member of the global management team—leading a team that serves the.
• Manages 180+ team members in the customer success division—assessing performance, recruiting and retaining top talent, and coaching on escalated customer service issues.
• Team comprised of Associate level through Sr. Principal/Sr. Manager roles.
• Cultivates a successful and collaborative team through coaching, mentorship, and talent development opportunities—managing team to handle more than 300,000 business interactions annually.
• Collaborates with a cross-functional team including sales, marketing, project management, and finance to resolve performance gaps, optimize resource allocation, and drive continuous process improvement.

Charleston, South Carolina, United States

• Responsible for the strategic direction and operations of the enterprise customer support division—stewarding strong engagements with global nonprofit clients, overseeing revenue operations and systems, and leading and.
• Established and monitored regularly a series of key performance indicators (KPIs) that measured team performance and progress including customer satisfaction, Average Speed of Answer (ASA), Handle Time (AHT), and case.
• Oversaw a rapidly growing customer service team, ensuring high performance and team quality indicators including response, resolution, and customer satisfaction metrics.
• Orchestrated process improvements such as product swarming to enhance customer experience including team performance reviews and shared lessons learned sessions to build internal capabilities.

Charleston, South Carolina Area

Charleston SC

• Led a team of 12 customer support agents in triaging, resolving, or escalating incidents to appropriate team, ensuring timely and effective resolutions. Agents responsible for our BBCRM/BBIS solution comprised of.
• Mentored and coached team members—conducting performance reviews, holding career discussions, and providing regular feedback to associates to improve their customer interactions and foster strong employee engagement.
• Monitored team members' adherence to departmental Key Performance Indicators (KPIs) and metrics, using quality management processes to develop their skills and improve their performance.
• Assisted team members with case escalations, customer escalations, and workflow guidance—leveraging strong communication and problem-solving skills to ensure customer satisfaction and timely issue resolution.

Charleston

Team Lead for the EMG team supporting BBCRM and BBIS

Daniel Island, SC

• Partnered with nonprofit clients to develop software requirements and specifications, translating business needs into technical solutions and recommending additional products or services tailored to their specific needs.
• Maintained expertise on the company’s portfolio of products and services, serving as an advisor and expert to customers when developing software solutions.

Charleston, South Carolina Area

Responsible for all aspects of sales within the four walls of Best Buy stores. Responsible for execution of USOM plan per company guidelines. Directly responsible for all training and support for two sales leads and over 20 sales associates. Accountable to PNL results regarding revenue, gross margin, and overall net profit.

Charleston

Responsible for all aspects of the connected business group inside the store 1120 Best Buy location. Group consists of Best Buy Mobile/MP3 and Computers and Tablets.

Charleston, South Carolina Area

Coach and Train employees. Responsible for all aspects of the business from sales to merchandising.