Tim Hayworth, Csrc Email & Phone Number

United States

 Led complex eCommerce projects with a team of 40+ remote Tier 1 andTier 2 Support Agents and Supervisors. Reduced SLA (service level agreement) turnaround time from 3+ days to 12hour first-time responses within the first 90 days of project launch. Implemented customer satisfaction (CSAT) surveys and maintained acompany average of 90% customer satisfaction. Secured the continuity of long term contracts, increasing retention, revenue,and growth. Maintained and spearheaded communications with multiple high levelclients and C-Suite Executives, consulting them through the implementationprocess and launching new projects. Modified and directed project plans to meet organizational needs. Orchestrated projects within strict timeframes and budget constraints bysolving complex problems and working closely with senior leaders.

United States

 Manage multiple high profile and/or demanding contracts at once. Implement full service CRM tools on behalf of Clientele, such as Zendesk;Key Contributions: Oversaw orientation for new team members and QA ofongoing Mod performance. Maintained scheduling and payroll for large volume clientele during peakseason. Oversaw orientation for new team members and quality assurance ofongoing performance. Successfully created workflows and implemented on a team level, reducinghandle time and expediting resolution time by 25% or more. Triage and prioritize inbound tickets using Zendesk, answering a range ofcustomer issues.

 Documented customer interactions in CRM (tools such as ZenDesk, Intercom, FreshDesk, Asana, Jira, Trello) and assisted cross-functionally with billing and technical support to deliver premium support. Supported customer inquiries and issues by gathering data, analyzing needs, evaluating and implementing resolutions. Shared strategic insights across department teams regarding customer experience and service-related trends to improve service delivery. Managed ongoing shift coverage of up to 40+ customer support representatives during peak volume service hours.

 Consulted with clients on network and technical solutions to optimize theuser experience of computers and other devices, effectively troubleshootingand educating clients. Managed storefront at various locations, including the headquarters andregional location. Recommended products to clients that made the most sense for theirinterests, needs, and technical skill sets. Resolved diverse range of technical issues across multiple systems andapplications for customers and end-users across various time zones.

 Analyzed Workers Comp. Clients and Property Maintenance for Knight Insurance Services (℅ Roger Knight), part of the Sihle Insurance Group. Acquired the 4-40 Property and Casualty Customer Service License in order to complete business and interact with accounts.

 Handled 100+ inbound calls per day in a call center environment,maintaining 95% quality assurance on average. Coordinated customer requests to the appropriate department(s) andfollowed up with accounts to ensure proper closure and handling. De-escalated angry or irate customers by offering solutions within companyscope and protocol. Recommended solutions to complex situations through research and criticalthinking and escalated customer to supervisor for enhanced support. Supported customer questions and issues by gathering data, analyzingneeds, evaluating possible resolutions and implementing best solutions.

 Handled and managed the Helpdesk receiving technical requests from various departments and staff such as network troubleshooting, hardware installation, and technical maintenance. Worked in a limited capacity in event planning by restructuring classrooms for optimum efficiency, expanding classroom size by 30% or more.

Orlando, Florida Area

 Managed thousands in daily revenue securely through internal transactions across all departments.