John Borst Email & Phone Number

Scottsdale, Az, Us

San Francisco, California, United States

• Demonstrate expertise in creating client assets by modifying existing templates as well as execute large-scale change management initiatives alongside the Communications and Change Manager Lead.• Advance the overall design of change management templates, such as stakeholder analysis, impact assessments, and strategic plans.• Prioritize development of multiple assets with a focus on adherence to stringent timelines.• Monitor and maintain consistency regarding branding, messaging, and design across all communication assets.• Ideate and produce dynamic communication materials, such as presentations, newsletters, FAQs, reference guides, and announcements. • Direct and oversee a wide array of online acquisition integration initiatives, including the creation or updating of webpages for use in acquisitions and by internal team communities.• Manage all aspects of documentation posting and web copy/identifiers, finalizing such in partnership with the internal Web team.• Forge lasting relationships with key stakeholders while promoting a culture of collaboration, support, and continuous improvement.• Establish, track, and analyze key performance indicators (KPIs) to assess communication and change management efforts and provide advisement on enhanced methods.• Generate comprehensive reports on the progress of integration activities, highlighting successes, challenges, and key learnings.

Scottsdale, Arizona, United States

• Managed and oversaw daily operations of a busy inbound customer service department, ensuring smooth and efficient processes for optimal customer satisfaction.• Led and mentored a team of 10 to 12 customer success managers, prioritizing their career growth and driving revenue retention through effective recruitment and development strategies.• Conducted regular team and individual meetings to evaluate performance, provide feedback, and align compensation with KPI metrics.• Organized and facilitated engaging floor events, including panels, training sessions, and multimedia presentations, fostering knowledge sharing and team engagement.• Mentored and guided individual representatives, setting performance goals, monitoring progress, and delivering conversational coaching to drive their professional development.• Implemented operational enhancements, innovative solutions, and pilot strategies to boost job productivity, revenue retention, and overall customer satisfaction.• Collaborated and maintained effective communication with cross-functional stakeholders, including operations, sales, product development, finance, and legal teams.• Successfully managed a strategic book of business encompassing 500 high-speed accounts, generating $2.4M in annual sales revenue.SELECT ACHIEVEMENTS• Earned recognition for consistently achieving perfect customer satisfaction scores on a monthly basis, demonstrating a strong commitment to delivering exceptional service.• Received a well-deserved promotion to strategic recovery account manager within a month of employment, highlighting exceptional skills and contributions.• Played a pivotal role as a key member of an elite program focused on successfully recovering clients who have previously left Yelp.• Actively participate in Yelp's mentorship program, successfully recruiting two new employees and guiding their development, with one employee attaining the highest KPI metrics position on the customer service floor.

Scottsdale, Az

• Demonstrated ability to meet story deadlines independently, delivering swift and accurate information for publication.• Utilized photo manipulation and graphic design skills to produce visually appealing and precise images for the publication.• Conducted comprehensive research utilizing various sources, including internet research, interviews, and analysis of public records, to gather valuable information for multiple stories.• Successfully conducted interviews with high-profile leaders and CEOs of major real estate entities in Arizona, obtaining insightful perspectives for news coverage.• Composed and edited engaging feature and hard news stories by synthesizing information from multiple sources.• Cultivated strong relationships with private-sector real estate professionals and upper-level executives, fostering valuable connections and sources for future stories.SELECT ACHIEVEMENTS• Spearheaded the revitalization of the company website, implementing innovative graphic design techniques to modernize its appearance and improve user experience.• Optimized the development of internal research and template documents by leveraging Adobe Acrobat and Microsoft Word, enhancing the fact-gathering process and improving overall functionality.

Tempe, Arizona, United States

• Accepted incoming customer service calls from WageWorks customers throughout the country. • Promoted client retention and utilized consultative selling techniques to further participation in annual enrollment.• Provided in-depth information regarding tax-advantaged benefits programs such as Flexible Spending Accounts, Health Savings Accounts, and Health Reimbursement Accounts. • Deescalated high-risk client calls to alleviate customer aggravation and restore confidence in the product and brand. • Completed extensive training in Salesforce, Oracle, and Alegeus online systems.• Monitored and scored CSR call performance.Key Accomplishments• Consistently ranked No. 1 in the office based on KPIs for efficiency and closing rate.• Received numerous accolades from customers representing both small and large businesses.

Bachelor Of Arts - Ba, Psychology

Education record