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

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

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

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

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

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