Paul Soderholm Email & Phone Number

Greater Denver Area

Recruit, train, and develop Customer Support Agents to embrace company culture and One-Team philosophy. Work cross-functionally with all departments to ensure customer issues are addressed effectively and accurately. Use Salesforce CRM platform to mine customer data and focus process improvement efforts. Improved CSAT from 69% to 90% YOY. Promoted from Manager, Senior Manager, Director within 2 years.

Designed reporting suite to effectively manage key performance indicators and provide executive leadership with analysis to identify performance gaps and forecast future performance. Single point of contact for internal departments and client data requests. Provided leadership and growth to 2 Data Analysts and an Escalations Administrator that maintained data integrity initiatives and client escalation process.• Created complete life cycle reporting and analysis utilized to facilitate collaborative discussion during weekly performance review with client. • Implemented process of utilizing daily client files to update student records in CRM, increasing data integrity and reducing manual research time for Enrollment Advisors.• Analyzed hourly sales opportunities and readjusted staffing to align with workflow, reducing missed sales opportunities by 40%.• Increased outbound contact rates on leads by adjusting timing and number of attempts based on historical contact behavior.• Partnered with client to prioritize most vulnerable leads resulting in 15% increase in conversion rates and better overall customer experience.• Improved consistency and value of coaching sessions by providing leadership with visibility into key performance metrics.

Provided leadership and development to team of 15 Technical Support Representatives. Oversaw billing and technical issue resolution for business class customers. Collaborated with Quality Management and Tier II Technical Support to improve communication and overall customer experience.• Improved team performance by consistently completing quality assurance assessments, reviewing performance metrics, facilitating one on ones, and delivering team training. • Increased customer satisfaction by resolving escalation requests with thoughtful customer service, application of advanced technical expertise, and desire to do what’s right for customer and the company.• Partnered with Training department to customize new hire training curriculum, increasing effectiveness and better preparing new hires for transition into role.

Hired, trained, and coached 24/7 Technical Implementation Team responsible for provisioning, advanced technical troubleshooting, and providing customer support for domestic wholesale VOIP customers with annual revenue of $48M. Represented team on cross functional meetings and initiatives. Collaborated with Sales, Client Services, and Program Management to ensure service was provided to customers accurately and on schedule.• Designed workflow solution for Verizon order audit process, reducing process time by 70%. • Implemented call trace capabilities for Technical Implementation Representatives, decreasing number of help desk escalations by 60% and customer outage time by 6 hours.• Created and delivered comprehensive new hire training portfolio, increasing technical knowledge and quality assurance scores.