Vp Customer Care
Responsible for the strategic and tactical direction of the Customer Care department to increase profitability, productivity, efficiency and customer satisfaction. Manage, train and develop call center supervisors. Responsible for budget adherence. Developed an intimate knowledge of all department metrics and presented metrics in executive monthly meeting.Successfully led the relocation of the call center from California to Utah. This included interviewing and hiring a new management team as well as new call center team members, training them and getting them through the learning curve in 6 months.Successfully led the implementation of the new company wide CRM tool and the new company wide IP phone system within Customer Care. This included training, hitting deadlines and leading the project for the Customer Care group. Grew the department from 20 to 60 in 3 years. This included taking on an additional department of 8 people and successfully merging it with the existing Customer Care group.Deployed a structured tiered support system to drive down handle time, increase efficiency and throughput. This also created a career path for the employees in Customer Care.