Larry Barker Email & Phone Number

Munster, In, Us

Brooklyn, Ny, Us

Work across the Teamshares organization to deliver a seamless customer experience to our network companies.

Chicago, Il, Us

Supported Content is a niche content marketing agency creating content for CX companies:-Managing client needs and expectations-Shaping content strategy for clients-Managing all operations for content marketing agency, including sourcing writers and prospecting -Creating written content pieces for various customer-facing software companies-Portfolio includes blog posts, whitepapers, case studies and more-Edited all content created by the team

New York, Us

As lead of our Customer Support Operations, my role was to help the entire Articulate Support Team be more productive, work more effectively, and deliver better service to our customers. Key projects included:-Implementing a support QA program (using Klaus) that resulted in over 4k conversation reviews in the first year-Sourcing, selecting, and implementing a chatbot—the company's first use of AI-powered technology-Overhauling individual goals and staffing forecasts to improve accuracy and reduce the need for future hiring

Toronto, On, Ca

I was privileged to lead all of our customer-facing teams, including Customer Support, Customer Success and Customer Enablement/Implementation. I was also responsible for defining and executing on our customer experience strategy. Unfortunately, my role was eliminated as part of a restructuring. During my year at Opencare, we achieved:-Implementing Catalyst as a customer success platform to streamline customer onboarding and success.-Increased CSAT response rate by nearly 10% and maintained scores in the 90s-Improved self-service through help center changes, increasing self-service by >25%-Functioned as Salesforce admin (partnered with an external agency for complex dev needs)

Toronto, On, Ca

Chicago, Illinois, Us

Responsible for leading several different Customer Success & Operations functions, including Fulfillment, Fraud Prevention, Graphic Design, and Co-op Advertising. Represent Customer Success in various cross-functional and internal business transformation initiatives. Managed teams that supported both external and internal customers while identifying and implementing ways to improve service, streamline processes, and develop employees.

Chicago, Illinois, Us

Helped ensure Cars.com remains the safest and most trusted automotive marketing platform. Decreased fraud slip-thru and friction for legitimate customers, automated rule analysis via Tableau, and developed new Senior Analyst role for the Fraud Prevention Team.Also managed our Compliance Team and Tier 2 Support Team. Together, we helped guarantee a great consumer experience through working with Product, Tech & Sales, holding dealerships accountable to our advertising standards, and quickly resolving escalated or complex customer issues.

Chicago, Illinois, Us

Provided oversight to ensure departmental SLAs were met.Provided one-on-one coaching and training to aid in the professional growth of my team.Collaborated with various other departments to improve processes leading to increased efficiency and a better customer experience.

Chicago, Illinois, Us

Provided excellent customer service and troubleshooting assistance for customers.Participated in various leadership training and management programs.Provided support and aid to my peers to assist them in serving customers well.

Pompano Beach, Florida, Us

Managed a team using digital media to help our partners achieve their missions.Grew and maintained relationships with key partners throughout Europe.Oversaw program development for various digital media projects.

Bachelor Of Science (B.S.), Biology, General

M.S. In Management, Strategy & Leadership