Theron Webb Email & Phone Number

Portland, Oregon, United States

Led a team of 10 people that included Data Analysts, Project Managers, and Client Trainers who performedclient-facing interactions as we upgraded 400 existing clients to the newest technology stack. Responsible for creatingdepartment KPIs and mission statements, staffing and training, SOW and project templates, client-facing presentations,and interest hype. Report project health and success metrics to the Executive Team and the Board of Directors.

Portland, Oregon, United States

Leading a team of both tier one and tier two support agents in a high growth-focused company. Expanding the team to be a global presence through organic and inorganic growth. I have integrated multiple teams and clients through M&A activity, emphasizing integrating different tools and migrating data. In addition to leading the team, I am also responsible for modernizing clients to the newest technology. This initiative includes developing and executing on project plans, meeting with internal and external leadership for status updates, and forecasting FTE needs based on KPI targets.

Santa Monica

I managed a Technical Support team within customer service that was dedicated to assisting with integration and feed issues. My agents would handle direct customer support via phone or email. In addition to inbound support, they had premium clients assigned that they would consult with weekly and assist with any issues within their area of expertise.My regular duties included:-Creating and running key metric reports for all agents globally-Reporting to the Executive team on current metrics and initiatives-Having bi-weekly performance meetings with agents-Assist HR with screening and conducting interviews for new agents-Training new agents on the product as well as internal software usage-Handle escalated issues or concerns from clients-Travel and coordinate with other global offices to ensure streamlined processes -Assist premium clients that I was assigned.

San Luis Obispo, California Area

I was part of a team that organized and hosted business conferences all over the world for our clients. I would create the material and host presentations related to my area of expertise.-Hosted a business seminar every 8 weeks both domestic and international -Presented on various business related topics to a room of 200 business owners-Provided one on one consulting to business owners both during and outside the event-Developed customized KPI's for each business regarding revenue, retention, attendance, and marketing budgets

San Luis Obispo, California Area

I managed a cross deparmental team that spaned the US and England. I proposed this position as a way of lowering the customer service team's Cost of Delivery. It was hugely successful and I went from managing three people to fourteen over the span of a year. The team had three main responsibilities. Firstly, they were created to assist frontline agents with product questions. This was done via live chat and any agent could reach out for help in real time. The second priority was to create and maintain our internal knowledge base using KCS methodology. This was over 2500 articles giving indepth knowledge on featrues within the software. Lastly, this team was the liason between development and customer service. They wouuld meet weekly to discuss new features in the works and what was coming out. They helped by providing subject matter expert advice into how clients are using features. They would also collect information on all new features to develop monthly training seminars and training videos for customer service.My main duties included:-Create job descriptions, pay scales, and success metrics for the new team- Screen and interview internal candidates - Provide weekly reports on metrics- Attend development meetings and assist departments with process changes realated to new features-Travel every six weeks to present and seminars hosted by our company.

San Luis Obispo, California Area

I was responsible for leading a team of Tech Support agents that assisted clients with our SaaS product using phones, live chat, and email. I managed the agents success using call metrics and observational data. Regular feedback meetings ensured that agents were putting focus into the correct areas. Report up overall support metrics weekly and implement fun creative ideas to increase productivity in under performing areas. I was responsible for interviewing new support agents on a regular basis. I assisted the the department director with the payroll side of the budget when assigning out quarterly bonuses, merit increases, and starting wages. I started assisting our WFM team with contact forecasting based on current metrics as well as analyzing the data to find department wide improvement opportunities.

San Luis Obispo, California Area

While managing strategic accounts I groomed feature propositions and worked with development and quality assurance teams to deliver these features using the SCRUM methodology . I was involved with the feature research, Quality Assurance, and ultimately release preparation. Training was then provided to internal teams and I coordinated with corporate representatives on deployment.

San Luis Obispo, California Area

Managed multiple high value Enterprise level accounts. I worked with them on implementation strategy, product training/support, implementing corporate initiatives through the product, and expansion management. I would regularly travel onsite if needed to assist with adoption.