Mara James Email & Phone Number

American Fork, Ut, Us

Established a high-performing team dedicated to managing customer escalations, prioritizing timely resolutions, and implementing scalable processes to enhance operational efficiency.Designed and implemented streamlined escalation processes and workflows to facilitate the resolution of customer escalations, driving improvements in response times and customer satisfaction metrics.Collaborated cross-functionally with internal stakeholders including product, engineering, and customer success teams to address root causes of escalations, implement corrective actions, and prevent recurrence.

Served as a trusted subject matter expert for peers, providing support, answering questions, and offering guidance on complex issues and procedures.Played a key role in educating and training team members, sharing best practices, and facilitating continuous learning to enhance team performance.Worked alongside a dedicated team responsible for triaging customer escalations.

Austin, Texas, Us

Utilized in-depth product knowledge and diagnostic tools to resolve complex technical issues efficiently.Played a key role in managing vendor relationships on the Roadside Assistance team, ensuring alignment with performance objectives.Collaborated with vendors to optimize service delivery and resolve escalations.Leveraged technical expertise and vendor management skills to drive key initiatives, focusing on proactive support, issue resolution, and relationship building.

Lehi, Utah, Us

Facilitated the smooth transition of new agents from classroom training to on-the-job training, providing hands-on guidance and support.Played a role in coordinating and managing company-wide events with attendance ranging up to 30,000, ensuring exceptional attendee experiences.Demonstrated strong leadership skills by effectively managing teams of up to 15 agents, fostering a collaborative environment focused on achieving key performance metrics.Proactively addressed and resolved customer inquiries through multiple channels ensuring high levels of customer satisfaction.