Kevin Smith Email & Phone Number

Boston, Massachusetts, United States

Develop and implement prospect and applicant communication and outreach strategies on behalf of our university partners. Overseeing MindMax's team of Enrollment Advisors who focus on improving the mid-funnel conversion rates of our partners.

Boston, Massachusetts, United States

Boston-based global health nonprofit in partnership with the Commonwealth of Massachusetts, tasked with performing contact tracing of COVID-19 cases in Massachusetts.Supervising team of 100+ remote based Case Investigators, Contact Tracers, and Community Resource Coordinators.Developed and implemented team and unit structure to effectively manage volume of.

Greater Boston Area

Reviewing and advising on Customer Service, Technical Support, and Sales operations.

Cambridge, MA Nashua, NH

As Director of Customer Service, Inside Sales, Support, I spearheaded strategic operations as key member of the management team and directed 5 department managers and teams across 2 divisions. Responsible for overall customer service and support satisfaction. Oversaw all digital product, SaaS and network installation, fulfillment, service and support, plus.

Cambridge, MA

In this role, I developed and implemented strategies to support customer management operations. I managed Inside Sales, Customer Service, Technical Support, and Sales Support for offices in Cambridge and Ottawa. I oversaw the total customer experience from website to order fulfillment. I was instrumental in an e-commerce platform redesign and upgrade.

Cambridge, MA

I oversaw customer service initiatives and ensured all staff were trained in company customer support strategies and standards. I also provided exceptional customer service and solved client problems effectively and efficiently. Supervised Technical Support Manager and team in Ottawa and vendor team. I redesigned technical support process and service.

Cambridge, MA

I led Salesforce acquisition and deployment project team and renewal. I assisted customers, managed processes, and ensured all orders were processed with 1 business day of receipt. I streamlined Customer Service operations, resulting in a 5% increase in productivity.

Danvers, MA

In this role, I managed client service agents, trained teams, and ensured all personnel sourced, scheduled, and delivered property valuations to financial institutions.

Wellesley, MA

Oversaw Client Services team, developed system reports to allow monitoring and tracking of financials and client feedback. Managed on-site registration process for premier private equity and venture capital conferences. Developed promotional programs which generated revenue increases over multiple quarters. Maintained call metrics and utilized to improve.

Quincy, MA

I managed and developed a team of trademark (intellectual property) research and customer support analysts and tracked team member performance. My team produced over $4.6 million in revenue in 2000, achieving 107% of net sales target and 116% of operating income target.

Bachelor Of Arts (Ba), Business Administration, Management And Operations

Master Of Business Administration (M.B.A.), Business, Management, Marketing, And Related Support Services