Dylan Babbitt Email & Phone Number

Salt Lake City, Utah, United States

➤ Designed and implemented new case workflows that streamlined team productivity, resulting in a 170% increase in support efficiency.➤ Developed a metric scorecard and quality assurance processes, which improved agent accountability and improved customer satisfaction by 52%.➤ Authored comprehensive documentation and SOP’s, reducing onboarding time for new hires by 1 week.➤ Structured and coordinated daily, weekly and monthly objectives, enhancing team productivity and engagement.➤ Facilitated collaboration between the marketing and customer service teams, aligning initiatives to enhance brand engagement.➤ Developed and implemented spam elimination rules, resulting in 40% decreased queue volume.➤ Managed community platforms, integrating customer feedback into processes and product improvement that reduced churn from 5% to 3.5%.➤ Conducted monthly feedback sessions with Sprout engineers to enhance product features to better align with customer support needs.

➤ Restructured team organization by streamlining reporting and workflows, improving operational efficiency.➤ Developed data-backed process documentation, reducing decision-making time and ensuring consistent quality standards.➤ Established and coordinated regular objectives, leading to a 20% improvement in team productivity and a stronger alignment with KPI’s.➤ Boosted brand engagement by optimizing interactions on social channels and Discord, enhancing customer loyalty and brand reach.➤ Launched Sprout and Zendesk for social engagement and customer support, establishing structured workflows that reduced response times by 40%.➤ Partnered with marketing to implement engagement initiatives, achieving a 100% increase in brand awareness in 6 months.

Tempe, Arizona

➤ Collaborated with marketing and PR to maintain brand consistency across platforms, strengthening brand reputation and customer trust.➤ Developed and launched a partnership identification process, securing partnerships with less friction.➤ Implemented quality assurance within Sprinklr, raising customer support quality scores from 90% to 98% within 3 months.➤ Developed metric-based scorecards that improved team accountability and reduced SLA’s by 4 hours.➤ Launched the organization’s first team lead scorecard, elevating team leader accountability and increasing goal achievement month over month.➤ Served as primary contact for specialized support teams, fostering teamwork and driving a 10% improvement in CSAT scores.➤ Structured and coordinated daily, weekly and monthly objectives, enhancing team productivity and engagement.➤ Coached team members on best practices, increasing task proficiency and confidence.➤ Mentored people leaders on team management strategies, improving overall team performance and reducing resolution times.

Phoenix, Arizona

➤ Conducted weekly one-on-one coaching sessions, resulting in an improvement in representative call quality and customer satisfaction, leading the team to be number one in the organization for 6 consecutive months.➤ Facilitated growth plan discussions that boosted agent morale, contributing to a 10% rise in team metrics.➤ Earned Yellow Belt Certification in Asurion’s Master’s program, gaining advanced skills in process improvement and team management.➤ Led interviews for potential hires and managed training once onboarded, leading to a 95% retention rate among new recruits.➤ Facilitated communication of customer needs and objectives across teams, improving service alignment and reducing response times.➤ Collaborated with department leads to streamline daily operations, ensuring smooth daily workflow.➤ Fostered a positive team environment through recognition initiatives, resulting in a 15% increase in employee satisfaction.

United States