Porter Marshall Email & Phone Number

Boise, Id, Us

Boise, Id, Us

Reporting to the Chief Brand Officer, a customer-centric executive focused on delivering value and leveraging customer feedback to ensure long-term relationships driving customer retention, acquisition and expansion of recurring revenue. Highlights : ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➥ Expand chat automation with Insync.ai Virtual Assistant to run across Product Support, Membership Services, and Guided Product Discovery creating path to purchase in a single experience resulting in +80% VA resolution, above average CSAT rating & new revenue funnel.➥ Lead weekly business reviews, representing voice of the customer (VoC) and promoting a customer-centric mindset across the organization. Focused on presenting areas in need of improvement constructed from survey verbatims and categorized actionable insights collected throughout the customer journey.➥ Migrate ticketing systems and support teams from Kustomer ➝ Zendesk with only business resources meeting project timeline and under budget (<30 days). ➥ Define and create the best strategy to support App and eCommerce business through data-driven recommendations using product analytic tools such as Kraftful and continuous customer feedback monitoring. ➥ Identify and implement process changes to increase in-house agent efficiency, enhance staffing flexibility to better support customer needs while elevating the level of customer service throughout the organization.➥ Oversee online Forum and Body Space community (18MM users). Moderating content with outsourced professional services partner controlling brand reputation and protecting credibility.➥ Create and position marketing campaigns to expand reach and increase NTF customer audience.➥ Ideate and define Digital Strategy from concept to implementation and to market. Including: Strategy & Branding, Digital Deployment and Marketing. ➥ Drive digital membership growth and reduce member churn through efficiency with subscription service technology partner — OrderGroove.

Boise, Id, Us

Reporting to various C-Level positions including CEO, overseeing strategy and technology implementations to achieve continuous improvement staying on top of industry trends, driving efficiency to reduce operating expense and shape a world-class support team. Define and build sales culture generating revenue through cross-sell and upsell opportunities, customer acquisition and retention strategies, lead fraud and chargeback recovery mitigating risk and impact to bottom line, create social media support strategy and Forum/Community moderation.Highlights : ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➥ Evaluate, design, and introduce Customer Service roadmap as products, services, and customer preferences evolve.➥ Lead migration from Avaya Aura➝ Kustomer CRM decreasing average agent handle time -50% and fully automating +15% of conversations with out-of-box technology. ➥ Partner with CPO and product teams implementing modern technology such as: Shopify Plus, CyberSource (payment processor), OrderGroove (subscription software) and YotPo (customer review) platforms. ➥ Implement post-order optimization platform — Project 44 (formerly Convey), improving order tracking visibility, communication, and last mile delivery CSAT. Resulting in -27% reduction in WISMO, +48% engagement rate through tracking page, +6% fulfillment NPS score.➥ Drive Customer Support sales culture generating a total of +$7MM through B2B sales, inbound phone sales consultations and proactive chat-assisted upsell & cross-sell live chat engagements.➥ Manage various teams including offshore, remote, on-site, business process outsourcers, contract, and temporary labor services.➥ Responsible for Fraud and total Chargeback management, including implementation and selection of tools such as Kount (aka Equifax), Accertify, and Chargebacks.com (formerly known as Sift).

Boise, Id, Us

Lead the Customer Service team to achieve above industry average NPS scores while handling +130k+ contacts each month during peak periods of growth. Manage all day-to-day activities of the Customer Service team while supporting the business and team's international expansion.Highlights : ▬▬▬▬▬▬▬▬▬▬▬▬▬➥ Manage 24/7 in-house call center site offering voice, e-mail, chat, and social media contact channels. Maintainied high levels of customer service and commitment to achieve aggressive SLAs with primary focus on speed to answer, agent productivity, and CSAT at POS and FF.▪ Voice Calls Answered <30 seconds▪ Abandoned Voice Calls <3% ▪ E-Mail Response <2 hours▪ Chat Response <45 seconds➥ Develop and monitor service metrics to provide a clear picture of the performance in the Customer Service operation, communicating results to the organization.➥ Manage Bodybuilding.com Fraud performance and reporting, managing all aspects of Fraud and Chargeback management for +$500MM revenue. ➥ Responsible for Bodybuilding.com Social engagement strategy boosting brand perception. Using social media management tools such as Spark Central and Nuvi for social media listening, publishing, responding, and analytics.

Boise, Id, Us

Responsible for managing and improving overall business process performance including creating, reviewing, controlling and improving processes. Continually monitor existing processes assuring peak performance and accuracy, lead critical process design and improvement projects for internal stakeholders, and lead analytical work streams for cross functional projects.Highlights : ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➥ Lead various strategic initiatives, including: payment processor implementation (WorldPay), Order Management Upgrades (ATG Oracle), Secure PCI payment solutions (Eckoh).➥ Redesign return policy — customer facing and internal. Ensuring adherence to all policies through ongoing performance feedback. Guide corrective action plans in response to negative findings.➥ Create business playbook documenting Customer Service processes and policies using knowledge management tools. Improving agent training and readiness. ➥ Prepare and deliver reports, documentation, recommendations, or alternatives that address existing business impacts with hypothesized improvements to C-level audience.

Boise, Id, Us

Manage the day-to-day call center operations and business planning for entire site reporting directly to Vice President of Operations. Responsible for operational efficiency and performance for all call center operations including inbound contacts (voice, live chat & e-mail), fraud, social media engagements, logistics, and QA/training.Highlights : ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➥ Develop and implement standard operating procedures, call center SLA reporting, workforce agent adherence policies, employee attendance standards, quality and performance expectations, and employee compensation incentive programs. ➥ Collaborate with outsourced staffing agencies, to recruit, hire, and retain contingent workforce throughout the year. In addition to supporting in-house agent performance, development and recruitment.➥ Redesign Training department processes with a standard playbook curriculum transitioning to online resource training tools as staffing scales in an effort to improve quality of employee onboarding contact proficiency.➥ Consistently achieve forecasted cost per contact (CPC) and agent adherence utilization targets by +27% resulting in EOY savings of +$900k FY2012. ➥ Recipient of “2012 Employee of the Year - Honorable Mention” award for demonstrating leadership and cost savings through new technology. ➥ Increased CSAT through survey analytics platform, ForeSee. Designed survey responses to collect statistical data focused on consumer behaviors & insights steering end-to-end shopping experience. ➥ Integrated “Who’s On” chat system with significant savings in long-term ROI staying in tune with technology innovation and industry trends.

Boise, Id, Us

Manage the day-to-day call center operations and business planning for 100+ employees. Responsible for technology acquisition, department budget, personnel issues, corrective action plans, management, training and leadership development. Served as a liaison between Technical Support and the Call Center while developing process documentation and best practices for the department. Highlights : ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬➥ Introduce Avaya Aura Contact Center (AACC) platform — a blended skill contact environment while consolidating technology. This lead to decreased AHT and productivity gains with contact concurrency.➥ Implement Envision Centricity workforce management (WFM) and quality evaluation software to measure agent contact quality, analyze contact volume trends, arrival patterns, adherence monitoring, agent scheduling and headcount forecasting. Ongoing improvement adjustments to achieve SLA’s and agent utilization targets.➥ Maintain personnel operations on a daily basis, providing leadership while effectively motivating staff. Major emphasis in reward and recognition culture reducing 2011 YTD attrition average -7% through employee compensation and incentive plans in correlation with Quality Program.➥ Developed workflows, reference manuals and standard operating procedures for department and Finance. Facilitating PCI compliance (Payment Card Industry) for the center.➥ Responsible for all Better Business Bureau (BBB) complaints ensuring satisfactory resolutions working closely with Legal.

Boise, Id, Us

Boise, Id, Us

Boise, Id, Us

Boise, Idaho, Us

Ensure smooth and efficient operation of the fabrication process. Monitor and control the manufacturing process, perform quality control checks, troubleshoot issues, and maintain documentation of manufacturing activities. Play a vital role in maintaining safety standards, cleanliness, and adherence to quality specifications. Contribute to problem-solving, participate in process improvements, and collaborate with engineers and other team members to optimize productivity and product quality.

Oversee and manage construction projects specializing in home remodeling and new construction surrounding Idaho’s North End. With a primary focus on construction and execution, collaborate with a diverse range of trade professionals, including contractors, framers, electricians, plumbers, and painters, to align with client’s vision. Hand on with remodel projects including wine cellars, bath remodels, and home additions.

Boise, Id, Us

Focus on empowering children with autism to thrive and grow in social environments. Prepare 1:1 personalized activity in each session, coach behavior, and skill development to create inclusive and nurturing environments for their overall well-being. I worked closely with the families after each session to build on coaching and development.