Linda R. Email & Phone Number

Highly experienced Customer Service Professional with proven talent in providing solution-based strategies and best practices for developing winning service teams in order to build customer loyalty and retention. Excellence in customer service is and has always been paramount to business success and longevity. A strong and knowledgeable customer service team is at the heart of every success story. With my experience in building and developing service teams to be winners, in both large and small organizations, public and private, I can offer creative inspiration and tools that transform service teams into powerful advocates for uniquely positive customer experiences.

Aliso Viejo, Us

Hired, trained, and managed a team of 6 customer support representatives in a call center. Collaborated with cross-functional teams (Quality, Logistics, Sales Training, Marketing, Accounting) to deliver a high-quality, accurate, and consistent experience to clients in the U.S. and abroad. Designed and implemented processes and workflows to drive internal efficiencies, improve effectiveness of the support team, and deliver additional value to customers and end users.Key Accomplishments:• Identified costly inefficiencies in the existing inventory tracking system; proposed a solution to the CFO and introduced process improvements that saved the company $400K and improved customer satisfaction• Re-captured $500K in lost revenue by clearing a backlog of past-due bills; assembled and led a project team that conducted outreach to clients and successfully caught up on all open orders within 1.5 years• Led a project team in resolving 320 unprocessed order returns in just 5 weeks, allowing the company to pass an FDA audit; established new processes to reduce the average return processing time by 50%• Optimized call center operations by appointing a dedicated customer service representative to each geographical region, resulting in an improved customer experience and a reduction in employee turnover• Initiated a cost-saving project to digitize and automate all orders, reducing errors and overtime hours worked; collaborated with Sales Training Manager to integrate cloud-based forms with AirTable database• Created a customer service playbook to document and centralize best practices contributed by the team

San Clemente, California, Us

Planned and executed process improvement initiatives while effectively managing communication with internal and external stakeholders. Built and led a team of 6 customer support representatives, including developing employees, assigning work, and overseeing performance management and personnel decisions.Key Accomplishments:• Launched a hands-on training program to familiarize staff with a complex line of products (highway safety equipment), contributing to an improved customer experience and a $20MM increase in annual sales• Advised on the selection and implementation of new ERP software (SYSPRO) and redefined roles within the customer service team, resulting in a 35% improvement in productivityAccomplishments:

Princeton, New Jersey, Us

Managed daily operations for domestic and international service functions. Coordinated, organized, and prioritized multiple projects to deliver system enhancements and process improvements on time and on budget. Hired and trained a team of 7 customer service specialists. Implemented reporting mechanisms to improve communication and manage issues and risks.Key Accomplishments• Increased operational efficiency by 50% by analyzing and restructuring the customer service department• Collaborated with external IT consultants on the implementation of new ERP software (Oracle)• Identified a major issue with consignment inventory management; presented business case to management and gained approval to hire a dedicated inventory analyst to resolve the problem• Developed a documentation and training guide to ensure compliance with global shipping regulations