Joe Rosenstein Email & Phone Number

United States

•Oversee all operations of the Client Support Team• Ensure quality assurance for 350+ support tickets per month• Intercept client escalations ensuring speedy resolutions.• Maintain average client satisfaction rate of 4.9 out of 5•Ensure all support SLA's are met•Develop and execute a customer experience strategy that supports the company’s business goals and objectives.• Optimize the end-to-end customer journey to ensure a seamless and positive experience at every touchpoint.• Implement new ways to acquire feedback to improve products and services.• Work to identify industry and internal trends to improve the client experience.

United States

• Oversee all operations of the Customer Service Department• Manages base team of 20 representatives, and 4 Team Leads both in office and remote• Manages 50 representatives and 4 Team Leads during peak season• Ensures quality assurance for over 2,500 calls per month during off season; over 10,000 calls permonth during peak season• Responsible for intercepting and resolving all critical customer escalations• Increased customer helpdesk satisfaction from 82% to 91%• Decreased the amount of calls transferred to overflow customer service by 28%• Reduced inbound email volume by creating and implementing help center on the business site• Responsible for all customer service departmental recruitment, interviewing, training, correctiveactions, terminations, promotions, and wage increases• Interface with the fulfillment center to guarantee the correct product is transported to thecustomer in a timely manner• Maintain daily activity reports tracking both agent and department performance by identifyingtrends and areas in need of improvement

United States

-Supervises 80 Customer Care Representatives, 5 Customer Care Managers-Managing and enforcing quality assurance for over 40,000 live chats each month--Responsible for handling and resolving 5-10 high level complaint escalations from customers and franchisees per day-Increased chat ASA (average speed of answer) from 11 seconds to 4 seconds-Increased average amount of chats per hour, per representative, from 17 to 25-Supervises 80 Customer Care Representatives, 5 Customer Care Managers-Managing and enforcing quality assurance for over 40,000 live chats each month-Improved customer satisfaction surveys regarding representative courtesy and professionalism by raising average scores from 3.5 out of 5 to 4.2 out of 5-Responsible for employee professional development, goal setting, training, performance reviews, corrective action plans, written and verbal warnings, terminations and promotions-Coordinates and instructs training sessions

United States

•Trained and mentored new Store Support coordinators and managers•Responsible for strategic planning implementation to help franchisees grow their business. •Responsible for acting as the sole contact between my department and all other departments. •Responsible for responding to and resolving over 30 helpdesk tickets each day•Responsible for answering 80-100 inbound calls each day•Maintain quality service levels on the team in addition to ensuring each franchisee location remains operationally compliant

United States

Master Of Science In Management-Msm, Business Administration And Management, General

Bachelor Of Arts - Ba, Illustration