John D'Angelo Email & Phone Number

Liberty Lake, Washington, United States

Developing short-term and long-term workforce plans that align with organizational goals. Matching experience levels with workload demands to maximize productivity and minimize costs. Tracking key workforce metrics to drive continuous improvement. Preparing and presenting reports to stakeholders that summarize workforce analysis findings and.

Spokane Valley, WA

• Responsible for all aspects of launching and running a small business as a 50% owner. Focus responsibilities include business & financial operations using QuickBooks Online, P&L management, fiscal budgeting and.
• Developed business plan and pro-forma; secured SBA (7a) start-up funds.
• Commercial lease negotiation; received rent and property credits.
• Created and initiated “Sell by Text” Q1 membership program; increased membership sales by 40%.
• Developed COVID-19 disaster plan; actualized savings, credits and net positive cash flow during six+ months of business closure.
• Achieved CLUB PURPLE award in 2022 - in the top 300 out of 3000 clubs in the US/CAN

Seattle, Washington, United States

• Engaged with employees to identify opportunities to continuously improve employee experience and provided direct assistance regarding any extreme workplace issues. Analyzed qualitative and quantitative data, identified.
• Executed a strategy to directly deliver qualitative and quantitative leadership feedback to leaders with lowest ranking favorability scores, improving average rank of test group by 37.5%.
• Improved Connections program participation rate by 20% by developing and implementing a real-time return rate engagement and education process.
• Launched a global help desk to provide employees with standard and consistent answers to frequently asked and one-off questions about Connections.
• Identified and documented a high favorability trend in qualitative data for a skip-level leader within Operations; trend was reported to Jeff Bezos (Amazon CEO) in a weekly summary and resulted in a mentoring plan.

Remote

• Managed individual and team performance expectations for Customer Support teams. Provided individual coaching to improve customer satisfaction. Monitored real time service levels and schedule adherence. Served as site.
• Facilitated leadership development training for site Coaching Leads and CSMs.
• Restructured the CSM Onboarding process to improve retention of key CSM responsibilities and increase scalability for a more effective transition into the CSM role.
• Collaborated with the Site Leadership Development team to establish the Site Leadership Development Roadmap; charted the associate development course from CSA to CSM.
• Drove site communication and education to improve Kindle tier 1 NRR from 11.7% to 7.8%.

Bellevue, Washington, United States

• Built and led a team of B2B support professionals for a local multi-media advertising start-up. Created all aspects of the support organization including vision and mission, defining and measuring KPI’s, strategic.
• Created and implemented a strategic support plan for 2011, serving as a roadmap to build the support organization.
• Developed internal and external home-grown tools to meet business needs; created, documented, published, and maintained all support processes and procedures.
• Spearheaded a Web Help solution that improved customer experience and reduced contact volume by 10%.
• Developed and launched NPS CSAT methodology to measure support quality specifically

• Managed a team of Account Advocates to provide proactive website consultation, ensure optimal website performance and usability, and implement website strategies designed to drive traffic to customer websites through.
• Improved team performance through teambuilding and employee career path engagement.
• Increased CSAT and net promoter scores by driving customer engagement and website performance goals.
• Created and implemented a monthly website optimization strategy process.

Seattle, Washington, United States

• Led multi-channel Contact Center operations, including teams based in the US and India. Recruited and developed a talented and flexible team to provide exceptional customer support. Analyzed volume and trend data to.
• Reduced overall assisted support volume by 50%+ through AI NLP technology design and implementation.
• Decreased costs by $562,000 annually through assisted support reduction, process improvements, and system efficiency improvement initiatives.
• Designed and implemented a Workforce Management solution, improving forecasting and scheduling.
• Devised an online Agent knowledge base to standardize business processes.

Bachelor Of Arts (Ba), Journalism & Mass Media

Certificate Program, C Programming