ModSquad is a global provider of on-demand CX services, known as ModSourcing: outsourcing modernized. We offer expert service in customer support, moderation, social media, and community. Clients include the NFL, DFW Airport, Electronic Arts, Vimeo, U.S. Department of State, Topps, and many more. The Mods are in over 70 countries, covering 50+ languages, and operations centers in the US, Europe, Latin America, and Asia. We are the Mods!As an Account Manager with ModSquad I am responsible for maintaining the relationship between ModSquad and our partner clients. Included in these responsibilities are:• Regular meetings with each partner to ensure client satisfaction, discuss new initiatives, consult with partners on best practices and opportunity for improvements, and to look for ways in which we can serve as a better partner to each client, meeting their individual goals.• Oversight of all operations for each client project• Managing all financials for each client that I manage in order to ensure that company goals are being met.• Professional development of a team of global project managers and assistant project managers working remotelyAchievements:• Exceeded goals in all areas• Year over year revenue growth of 246% and 373% during 2020 - 2021 with 63% growth in Q1 2022• Scaled support team for large tech client from a 40 person to team to 400+ over a 2 year period• Successful conversion of all short-term pilot projects into recurring engagements with significant growth• Created unique incentive programs for each partner project helping to achieve low attrition, and improved satisfaction for our employees, our partners, and our partner's customers. • Have worked with our sales team to improve forecasting and launch needs for new projects

Exhibit people management expertise to direct a global customer support team, including developing KPIs and metrics for the team. Generate detailed weekly/quarterly reports providing a 360 view of the support organization to executives. Effectively function as the voice of the customer, while utilizing data to ensure customer requests are prioritized.Leverage robust communication skills to engage with stakeholders; mentor individual contributors to attain career growth goals; and oversee the RFP process with multiple vendors. Maintain the CRM; implemented changes within the CRM and company support site to reduce volume to be handled by the support team by 50%.Drove multiple process improvements, including reducing the departmental budget by 15%; decreasing attrition (0% voluntary attrition during tenure); minimizing the inquiry rate by 33%; and improving customer satisfaction results (20 pt NPS improvement).

Spearheaded the expansion of the company’s Customer Service department, transitioning the department from two employees supporting zero products to 150+ personnel supporting multi-platform products in various languages. Provided oversight for the vendor selection process and contract negotiations. Directed a team of development liaisons to oversee tool development prior to product launch and initiated a separate team charged with data analysis to prevent exploits and hacks within products.Maintained optimal quality standards within the organization by implementing a quality control group.Minimized customer contacts for affected support issues by over 50% by executing automation solutions.Exemplified leadership expertise to implement ramp-ups/ramp downs as dictated by forecasts and business needs. Implemented CRM (Right Now) prior to first product launch and managed the transition from RNT/Oracle to Zendesk. Collaboratively integrated a support group to oversee social media outreach initiatives.

Ensured the consistent delivery of optimal training, while maintaining robust quality standards; the call center’s size increased from 100 agents to 250+ agents and number of clients increased from 2 to 4 during tenure in the role. Affirmed that all new employees were properly trained and certified with access to pertinent tools.Collaboratively established quality guidelines for support agents aimed at meeting quality expectations.Monitored agent quality metrics, developed new training, and continuously sought opportunities to enhance existing training modules. Partnered with client trainers to ensure that facilities were set-up as needed for third party training.

Maintained responsibility for personnel development, as well as the success of numerous new products and pilot programs introduced by clients. Worked with HR representatives to identify qualified candidates for open positions. Managed the workforce by analyzing trends and forecasts and assembling pertinent data. Consistently engaged with clients to ensure quality expectations were satisfied and to communicate potential improvements in tools/technologies aimed at optimized conflict resolution. Played a pivotal role in helping the call center increase the number of employees from 24 to 95+; increasing the number of products serviced from 1 to 25+; and attaining customer satisfaction rates to exceed expectations.

Served as a Sr. Tier 3 Customer Service Representative (2007 to 2008); additionally served as various other roles such as In-Game Support Representative, Community Relations for EA Sports, and Technical Support Representative (2004-2007).Acted as a subject matter expert by authoring multiple documents and training modules used to train new staff. Wrote multiple high level overviews for future EA Sports titles that were used as reference points for information on yet-to-be-released titles. Collaborated with community and product managers to ensure optimal support for products was being delivered.

Served as a Sr. Representative for Partner Services (1999 – 2001) and other roles: Sr. Rep – Dealer Services, Rep – Dealer Services (1997 – 1999).Delivered support to top-producing broker/dealers regarding Franklin Templeton’s line of mutual fund products. Selected as a member of a pilot group for top producing brokers/dealers. Created training materials which were used company-wide to educate employees on a new product line of mutual funds.Worked closely with the training department in all facets. Communicated with a technology vendor on possible improvements to a new database. Earned a consistent rating among the top two agents in all metrics.