Mandy Yagle Email & Phone Number

Dynamic customer support leader with over eight years in SaaS and technology, specializing in driving customer acquisition, retention, sales and operational excellence. Proven to enhance customer satisfaction and team performance while delivering innovative solutions, revenue growth, and exceptional service experiences.Sr. Director, Customer Contact (Customer Success)Email: mandyyagle@yahoo.com Led operations for a multi-channel contact and sales center, driving customer acquisition, retention, and support. Oversaw strategy, data analytics, workforce management, and cross-functional teams to enhance customer experience, operational efficiency, and revenue growth. I am passionate about creating a culture of excellence, collaboration, and continuous improvement within my team and across the organization.CORE COMPETENCIES• Collaborative Leadership & Team Building• Strategic Planning & Execution• Customer Relationship Management (CRM) & Data Analytics• Key Performance Indicators (KPIs) & Workforce Management• Project Management & Problem-Solving• Negotiation & Conflict Resolution• Verbal & Written Communication• Change Management & Culture Transformation• Customer Experience Optimization• Presentation Skills & Microsoft Office Suite (D365 CRM)• Agile/SAFE Environment & JIRA HelpdeskACCOMPLISHMENTS• Directed multi-channel contact center operations, achieving a record-high NPS of 72 (goal: 66) and improving customer satisfaction.• Improved SLA and KPI metrics, reducing call answer time from 6:51 to 0:29 and increasing call answer rates from 35% to 88%.• Reduced agent attrition by 89% by transitioning from staffing agencies to direct hiring, enhancing workforce stability.• Boosted sales team productivity by 20%, driving revenue growth and exceptional customer experiences.• Functioned as a Business Lead and acted as a Subject Matter Expert in multiple aspects of Dynamics 365 CRM (Contact Relationship Management,) driving widespread adoption throughout the organization for sales and support purposes.Contact me at mandyyagle@yahoo.com with any Customer Success Director or Sales Director opportunities.

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  The University Of Toledo

  Communications/Journalism