Sam Mackey Email & Phone Number

Raleigh, North Carolina, United States

• Design and execute a customer service strategy and philosophy while overseeing daily service operations• Build a best-in-class omnichannel service experience for all customers and agents• Deliver tactical support and improve customer experience by partnering with product leaders toscale and grow together• Provide thought leadership on best practices and engagement for customer-impacting campaignsacross all levels of the organization• Develop and track key KPIs on revenue growth and customer engagement• Continue to directly manage the Service Experience Team overseeing Support Portal, CustomerCommunications and Product Engagement• Identify business opportunities to elevate the customer experience while monitoring theperformance of the customer service team, developing and deploying strategic procedures andservice delivery standards• Deploy internal migrations; aligning teams into a unified work portal experience across a globalworkforce• Continue to drive Support Center Content & User Experience Teams to cement global footings inpartnership with Marketing for the VoIP and CPaaS sectors• Provide executive-level leadership to the Customer Communication Rapid Response Team duringglobal network incidents, including launching a net-new global network status page

Raleigh, North Carolina, United States

• People manager of the Service Experience Team focusing on customer communications, support center, user experience, and migrations• Manage customer communications responsible for producing product and operational generated digital content for customer consumption via bulk email, bulk tickets, migration guides, and other avenues• Manage support center responsible for timely updates to articles, portal design, user experience, SEO, and portal accessibility• Manage in-app user experience with self-guided onboarding, tutorials, and in-browser notifications and surveys• Manage customer account migrations away from legacy portals, services, and network devices• Direct the Customer Communication Rapid Response Team by providing executive and strategic decision making and vision during global network incidents• Identify and execute service experience programs, policy, and agent behavior modification plans to ensure a consistent white-glove experience regardless of customer need or service level• Provide senior leadership across the company and generate high-level vision and guidance for our service teams• Develop and institute a global customer support tier program generating CPaaS revenue resulting in Operations becoming a revenue-generating vertical• Actively manage the global acquisition of Voxbone and integrate customer communication and operations to ensure a smooth transition for customers and agents

Raleigh, North Carolina, United States

• Manage Migration Team to ensure migrations remain on schedule and procedures are implementedto minimize a negative customer experience• Provide operational leadership to the company• Partner with Product Development leadership to ensure operational needs are identified anddesigned to ensure the best possible customer and agent experience• Execute agile program management to ensure rapid delivery and clear communication amongstprogram managers• Direct a 24/7 Customer Communication Response Team for network incidents

Raleigh, North Carolina

• Partner with product verticals to identify project components that impact operational groups• Manage end-to-end account and traffic migrations• Review ILM, project scope documents, and solution designs for operations impact and work tomitigate any potential issues• Conduct training and record documentation of new programs, products, or processes• Receive and triage inbound migration and audit requests• Participate as an active leader of the Customer Account Team and Onboarding Team, providing knowledge resources and leadership direction• Continue to lead the Customer Communication Task Force for Bandwidth’s Rapid Response team

Raleigh, North Carolina

• Maintain a book of customers by providing dedicated, personal technical support• Create strong customer relationships and provide superior account management on a day to daybasis• Present on-site quarterly business reviews with Sales Team• Understand customer’s business models to ensure Bandwith can facilitate their growth and success• Continue to lead the Customer Communication Task Force for Bandwidth’s Rapid Response team• Project manage the onboarding of new high revenue customers, existing customer migrations, andtraffic turn-up

Raleigh-Durham, North Carolina Area

• Provide exceptional phone support to customers with Tier I issues or general account needs• Work Tier I and account support tickets with a friendly and timely response• Facilitate monthly calls for customers who require white glove treatment in an effort to ensureretention• Assist Application Platform customers with general support and coding questions• Project manage user management updates for dashboard accounts• Co-lead the Customer Communication Task Force for Bandwidth’s outage notification process• Participate in SMS platform migrations for house accounts during off-hours

New York, New York

• Oversee day-to-day operations and technology of a Flagship Store • Directly manage a staff of 30 by creating a coaching environment for positive change • Ensure that a high level of customer service is delivered at all times• Meet and exceed a 25 million dollar store wide sales goal• Directly manage a 6 million inline sales department • Oversee full cycle recruiting• Manage leave of absences including FMLA• Work with outside contractors to maintain a safe and presentable facility • Perform bi-weekly payroll and audit of employee time cards

New York, New York

• Continue to perform duties of Sales Specialist and Visual Presentation Specialist• Act as a liaison between management and Sales Specialists to ensure the execution of various tasks • Provide exceptional customer service to members or guests with problems or issues prior to involving management • Delegate tasks and projects to Sales Specialists when appropriate

New York, New York

• Continue to perform duties of Sales Specialist• Maintain a high level of visual standards that align with corporate expectations• Create window, front of store and front of department displays that entice customers to shop with a story told through different products• Investigate and take note of competitor outdoor retailers’ visual merchandising and share this information with the greater team

New York, New York

• Foster a welcoming and pleasant shopping experience for customers• Deliver expert knowledge on a variety of outdoor recreational products• Collaborate with co-workers to grow the REI co-op by signing up new members • Work with Loss Prevention to minimize loss while also providing solutions to reduce shrink • Ensure every customer receives the “green vest experience”

New York, New York

• Attended to and anticipated the needs of clients throughout their stay• Maintained a high level of confidentiality• Created and updated paperwork related to clients for varying internal departments including billing and recruitment • Organized and maintained focus group participants in a variety of areas: check-in, compensation, retention, and group recordings

Greensboro, North Carolina

• Assisted a variety of patrons of different ages for shows at Triad Stage while using the Pro-Venue software to issue tickets• Conducted end-of-day cash and credit card settlements• Provided excellent customer service to patrons both in person and over the phone