Elizabeth Mitchell Email & Phone Number

Enumclaw, WA, US

• Spearheaded the development and implementation of customer support policies, procedures, and standards resulting in a 20% increase in customer satisfaction ratings.
• Managed and supervised a team of 5 customer support representatives, consistently achieving performance targets of 90% or higher in call center metrics, response times, and customer satisfaction.
• Developed and implemented comprehensive training programs resulting in a 15% improvement in customer service skills across the team, and a 25% reduction in customer complaints.
• Analyzed customer support data using Excel and Ivanti, providing senior management with monthly reports on performance metrics, customer feedback, and actionable areas for improvement.
• Successfully managed customer escalations, resolving 95% of complaints in a timely and satisfactory manner, resulting in a 10% increase in customer retention rates.

Seattle, Washington, United States

• Implemented Incident and Change Management per ITIL Standards in a multi-billion-dollar organization.
• Performed major Incident Management for Black Friday Retail event for organization for 5 years.

Seattle, Washington, United States

• Collaborated with supervisors in creating metrics and dashboards that aligned with SLAs to provide weekly metric reporting to upper management.
• Participated in weekly field leadership meetings to present metrics to realign field with the needs of the business when it comes to budgeting and spending within the customer service organization.
• Partnered with internal recruiting teams to onboard over 650 employees for multiple departments ensuring the correct hardware and software requirements per position/title.
• Facilitated real-time sale support by assisting with troubleshooting why orders were not finalized as expected, while the sale was occurring.
• Supported 500+ field locations, 50+ field users, and 150+ in-house end users in all IT needs including hardware, software, networking, wireless device, and printer support.