Management:• Lead, grow, motivate and mentor Member Care team that answered questions from customers and potential customer via phone, chat and email.• Lead, grow, motivate and mentor Tier 2 support team that worked closely with development and the Member Care team to correct software problems.• Lead, grow, motivate and mentor QA team with a focus on coaching and training• Lead, grow, motivate and mentor Member Care Documentation team that provides regularly updated knowledge base articles for customers to resolve their own issues.• Lead, grow, motivate and mentor Member Success team that contacted all new members in their first 30 days to ensure their success in using our products.Tools:• Replaced the proprietary CRM with Zendesk allowing us to collect KPIs, follow ticket escalations and better communicate with customers• Implemented Comm100 chat bot to help customers resolve their own issues and decrease inbound contacts• Implemented Call Miner speech analytics which allowed QA to review all calls, chats and emailsFinancials:• Created, effectively manage and maintain Member Care’s 6.9M budget and annual operating planBest Practices:• Focus on proactive support; proactively providing services to our channel partners and end users that will keep them from contacting the support center• Create customer focused, ITIL based policies and procedures• Monitor KPI’s and gather metrics to validate and/or improve quality of support on a daily basis, including but not limited to: average hold time, after call work, call duration, time to closure, first call resolution, customer satisfaction and employee satisfactionMotivation/Employee Retention:• Created a rewards and recognition program for Member Care• Created weekly Super Star award which recognized agents for exceptional service to our customers• Created core values champion awards which gave Member Care monetary awards based on peer recognition every quarter

Intertek is a multinational inspection, product testing and certification company headquartered in London, United Kingdom and is the largest tester of consumer goods in the world. We have a network of more than 1,000 offices across 100+ countries. Lead and mentor worldwide Customer Support team: domestic, near shore and offshore, providing online chat, email and telephone support for Intertek's customersLead Global Application Support team supporting Intertek developed applications and enterprise applications.Follow the sun support teams provide world-class support for both internal and external customersSupport teams based in: N. America, S. America, India, U.K., Poland, China, Singapore and Philippines

As a Customer Service Consultant I help companies improve support offerings by:- Working with key customers to ensure satisfaction and help drive new business- Re-defining customer support policies, procedures and methodologies- Conveying a passion for enhancing the customer’s experience to all support staff- Implementing customer focused best practices and toolsClient Example:Global BPO Company that exclusively provides call center services in new and emerging labor markets needed full time management for its world wide call centers (5/11 – 4/12)* Directly managed world wide call center operations in USA, Mexico and Africa delivering world class telephone, chat and email support to customers worldwide* Lead regularly scheduled status meetings with customers, both on-site and via telephone/Skype* Work with sales team to put together total service offering packages that ensured customer’s success* Focus on proactive support* Establish staffing requirements by analyzing Call Center trends including call volumes, patterns, and staff productivity* Create customer focused policies and procedures* Create effective QA program and implemented QA scorecards* Monitor KPI’s and gather metrics to validate and/or improve quality of support on a daily basis, including but not limited to: average hold time, after call work, call duration, time to closure, first call resolution and customer satisfaction* Implemented Net Promoter Score (NPS) program* Implemented a new VOIP ACD system * Implemented a new CRM system with knowledge base for an improved customer experience

- Directly built and managed worldwide customer support. A multi-tiered, multi-language 24x7x365 team of 65 agents providing phone, chat, ticket and email support to over 22,000 customers with a primary focus on customer loyalty and employee engagement- Built team from scratch starting in October, ensuring agents were properly trained with an emphasis on quality and key support metrics- Focus on proactive support; proactively providing services to our channel partners and end users that will keep them from calling the support center- Establish staffing requirements by analyzing Call Center trends including call volumes, patterns, and staff productivity- Created customer focused policies and procedures- Created effective QA program and implemented QA scorecards- Monitor KPI’s and gather metrics to validate and/or improve quality of support on a daily basis, including but not limited to: average hold time, after call work, call duration, time to closure, first call resolution and customer satisfaction

Directly manage worldwide Customer Support, a 4 tier, 24x7x365, multi-location, multi-language operation providing online, email and telephone support.In 2007 increased support revenues at a 79.1% gross profit marginCreated and effectively managed and maintained Support’s $8M budget and annual operating planFocus on proactive supportTravel worldwide to develop relationships with key customers Created a rewards and recognition programEstablish staffing requirements by analyzing Call Center trends Monitor KPI’s and gather metrics to validate and improve quality of supportCreated customer focused policies and proceduresWork with customers to understand their environments, business needs and negotiate with the decision makers in their organization