John S. Email & Phone Number

Tempe, Arizona, United States

The Customer Service Team Supervisor leads a team of professionals in daily operations, ensuring all communications to the Customer Service Center are managed effectively. This role involves providing leadership, direction, and coaching to maintain adherence to company policies and procedures. The supervisor is responsible for fostering a positive work environment, monitoring team performance, and implementing strategies to meet and exceed performance goals. This position requires strong leadership, communication, and team management skills, along with a solid understanding of customer service principles.

Houston, Texas, United States

• Recruited, onboarded, mentored, and supported remote e-commerce chat and sales agents, fostering their growth and success.• Led the sales team in achieving sales targets by leveraging Google Suite, Excel, Zendesk, Asana and Slack. • Cultivated employee engagement through weekly meetings focusing on sales, incentives, and KPI’s.• Achieved over 36% improvement in sales conversion with overall improvements in KPIs.

• Dedicated expertise in restoring and reviving classic vehicles to their former glory and timeless beauty. • Visited local and multiple states to find and purchase these vintage vehicles for restoration. • Specialize in the repair, restoration, and customization of classic automobiles.

Sedona, Az

• Pink Jeep Tours offers tailor-made off-road jeep excursions for a personalized adventure experience. • Managed the inbound contact center responsible for handling tour bookings and reservations through phone calls, chat, and email communication channels.• Successfully oversaw monthly sales targets based on key performance indicators (KPIs), resulting in a 94% customer satisfaction rating, a 95% net promoter score, and notable improvements in AHT, ASA Talk Time, SPH, and sales conversion, which increased from 28% annually to 36%.

Phoenix, Arizona, United States

• Led team of 14 Property and Casualty agents, selling personal and property insurance. • Encouraged teamwork, daily communication, incentivization, and the adoption of best practices. • Enhanced business growth by acquiring new customers and retaining existing ones through bundling, discounts, and Six Sigma methods.

Tempe Arizona

Senior AVP Operations • Oversaw BPO call center operations, including the development and implementation of operational policies and procedures. Supervised seven team leads and 84 customer service agents for Verizon and MetroPCS as a client.• Conducted audits and analyzed customer service SLA’s, leading to the implementation of system, quality, and process enhancements. Improved hiring, training, coaching, KPI initiatives, earning 28% client business volume.AVP Risk Management• 3rd party collection services for multiple telecom companies using Melita and Cisco dialer systems.• Hired, trained, and coached staff of 15 collectors for various stages of charge-off accounts.• Achieved a successful top collections team earning a 22% increase in 3rd party placement volumes and maximized bonus potentials for every employee on the team.

Scottsdale, Az

• Supervised team leads and agents who creating on-line web page templates for Realtors, Homebuilder and Property Management Companies.• Reduced staffing redundancies by combining service and fulfillment, resulting in a $1.1M in annual savings.• Improved customer experiences through improved training, KPI’s, and employee engagement.