Stephen Armstrong Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

Los Angeles, California, United States

• Drove the quality assurance program for the US market, enhancing the current quality frame work using various QA tools.•Managed BPO to deliver outstanding customer experiences, overseeing WBR, coaching, KPI management, and escalations.• Optimized support operations across various channels.• Set and monitored KPI's including a high emphasis on CSAT.• Generated statistical reports and insights on daily, weekly, and monthly trends, enabling data-driven decision-making and… Show more • Drove the quality assurance program for the US market, enhancing the current quality frame work using various QA tools.•Managed BPO to deliver outstanding customer experiences, overseeing WBR, coaching, KPI management, and escalations.• Optimized support operations across various channels.• Set and monitored KPI's including a high emphasis on CSAT.• Generated statistical reports and insights on daily, weekly, and monthly trends, enabling data-driven decision-making and operational efficiency improvements.• Conducted regular performance evaluations for team members, pinpointing areas for improvement and devising targeted action plans. Show less

• Responsible for Customer Satisfaction (CSAT) scores, First Response Time (FRT), and First Contact Resolution (FCR).• Oversaw a global team of customer service agents, ensuring consistent delivery of high-quality customer care.• Facilitated calibration sessions to ensure consistent quality assessments.• Championed a customer-focused mindset across the organization.• Assessed interactions, identified trends, and collaborated with training departments to improve customer… Show more • Responsible for Customer Satisfaction (CSAT) scores, First Response Time (FRT), and First Contact Resolution (FCR).• Oversaw a global team of customer service agents, ensuring consistent delivery of high-quality customer care.• Facilitated calibration sessions to ensure consistent quality assessments.• Championed a customer-focused mindset across the organization.• Assessed interactions, identified trends, and collaborated with training departments to improve customer experience.• Partnered with cross-functional teams to drive customer experience enhancements.• Utilized data to measure performance and drive operational refinements. Show less

Los Angeles, California, United States

• Efficiently managed executive calendars, optimizing schedules to ensure maximum productivity and minimizing conflicts.• Organized comprehensive travel itineraries, accommodations, and transportation for executives, enhancing travel efficiency and reducing costs.• Facilitated the recruitment process by screening resumes and arranging interviews.• Successfully planned and executed corporate events and team-building activities, which improved team cohesion and morale.• Ensured… Show more • Efficiently managed executive calendars, optimizing schedules to ensure maximum productivity and minimizing conflicts.• Organized comprehensive travel itineraries, accommodations, and transportation for executives, enhancing travel efficiency and reducing costs.• Facilitated the recruitment process by screening resumes and arranging interviews.• Successfully planned and executed corporate events and team-building activities, which improved team cohesion and morale.• Ensured the confidentiality of sensitive documents through proper storage and distribution protocols, maintaining the integrity of executive communications.• Assisted with special projects, providing administrative support and tracking project milestones, which contributed to the successful completion of key initiatives.• Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.• Supported executives in decision-making processes by conducting research and presenting findings in clear formats. Show less

• Managed complex customer issues, navigating internal resources to implement optimal solutions.• Increased team productivity by providing ongoing training and support to customer servicerepresentatives.• Conducted regular performance evaluations and facilitated calibration sessions for consistent quality assessments.• Resolved escalated customer complaints professionally, maintaining high client satisfaction.• Enhanced team communication skills through training sessions and… Show more • Managed complex customer issues, navigating internal resources to implement optimal solutions.• Increased team productivity by providing ongoing training and support to customer servicerepresentatives.• Conducted regular performance evaluations and facilitated calibration sessions for consistent quality assessments.• Resolved escalated customer complaints professionally, maintaining high client satisfaction.• Enhanced team communication skills through training sessions and role-playing exercises.• Implemented quality assurance measures to ensure consistent service excellence.• Championed a customer-focused mindset across the organization.• Utilized data to measure performance and drive operational refinements. Show less

Bachelor Of Arts (B.A.)

Associate Of Arts (Aa)

Mercedes-Benz Automotive Technician Certified, Mercedes-Benz Specific Automotive Technology And Automotive Theory., 4.0 Gpa

This was a graduate program offered after completing my time at Universal Technical Institute. I was the only person chosen by Mercedes.

Automotive, Automotive Technology, 4.0 Gpa

Activities and Societies: Perfect Attendance Award, Deans List, Honor Roll, Student of the Course for 16 of 17 courses, Selected.

Bachelor Of Fine Arts - Bfa, Design