Trevor Singleton Email & Phone Number

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Needham, Massachusetts, United States

Responsible for ensuring all customer support associates provide the best customer service through inbound and outbound calls, chats, and emails via various CRM platforms. This was done by improving customer service quality results by studying, evaluating, and re-designing processes. I also developed platforms to assess product and company productivity. The technical support team takes care of customers and family members that call in seeking resolution to questions, issues, or technical… Show more Responsible for ensuring all customer support associates provide the best customer service through inbound and outbound calls, chats, and emails via various CRM platforms. This was done by improving customer service quality results by studying, evaluating, and re-designing processes. I also developed platforms to assess product and company productivity. The technical support team takes care of customers and family members that call in seeking resolution to questions, issues, or technical troubleshooting for our device. • Established and accountable for performance on top Customer Support Key Performance Indicators (KPI's) including Customer Satisfaction (CSAT), team productivity, and Service Level Agreement (SLA) adherence; monitored and analyzed results• Created and monitored Net Promoter Score (NPS) survey to gauge and monitor customer loyalty, satisfaction, and recommendations • Managed technical support staff• Organized employee scheduling • Recruited, trained, and coached technical support staff employees• Improved customer service quality results by studying, evaluating, and re-designing processes• Maintained customer satisfaction by providing problem solving resources and documentation to staff• Identified customer service trends and determined system improvements• Achieved customer service objectives through analysis of customer service information andrecommendations• Assisted with escalated calls, resolve problems, and disseminate advisories and warnings• Provided coverage and support across multiple platforms involving direct customer interactions Show less

Denver, Colorado, United States

• Coaching 15-25 Guest Experience Team members on a weekly basis to develop themselves personally and professionally• Meet and Exceed various weekly/monthly goals with team members via SLA's and KPI's• Meeting with 3 various city markets to establish better workflows and provide assistance as needed • Visited various markets to get a first hand look at operations to overall improve workflow and communication between the “GET” and city operation teams. • Worked hand in hand with… Show more • Coaching 15-25 Guest Experience Team members on a weekly basis to develop themselves personally and professionally• Meet and Exceed various weekly/monthly goals with team members via SLA's and KPI's• Meeting with 3 various city markets to establish better workflows and provide assistance as needed • Visited various markets to get a first hand look at operations to overall improve workflow and communication between the “GET” and city operation teams. • Worked hand in hand with a team that conducted UAT testing for Salesforce• Assisted with creating a new scheduling system, keeping in mind volume depending on time and day, various communication channels, and workforce volume• Created/maintained various reports stemming from productivity from previous workday/workweek• Performed other duties as needed Show less

Greater Denver Area

• Act as a technical expert while empowering people to act with autonomy; • Drive down costs, constantly improve processes, while always putting guests first • Collaborate with operations teams across the world to ensure our guest experience is seamless • Responding to guest escalation calls, emails, and chat to determine appropriate compensation • Worked directly with management initiating a dedicated sms team; testing and implementing daily changes to drive down SLA time… Show more • Act as a technical expert while empowering people to act with autonomy; • Drive down costs, constantly improve processes, while always putting guests first • Collaborate with operations teams across the world to ensure our guest experience is seamless • Responding to guest escalation calls, emails, and chat to determine appropriate compensation • Worked directly with management initiating a dedicated sms team; testing and implementing daily changes to drive down SLA time within CRM platforms. Show less

Greater Denver Area

• Act as the first point of contact for all our guests via phone, email, and chat• Own the reservations process from start to finish • Respond to, troubleshoot, and resolve guest issues in a timely and positive manner.

Denver, Colorado

• Provides superior customer service by processing customer transactions accurately. This includes deposits, transfers, withdrawals, and other transactions in accordance to bank policies, procedures and regulatory requirements. Identifies sales and cross selling opportunities and makes quality referrals to achieve assigned quarterly sales and service goals.

Boston, Massachusetts

• Monitor three separate outlets for seating availability, service, safety and well-being of guests • Assign and ensure work tasks are completed on time and that they meet appropriate quality standards • Complete opening and closing duties for various outlets• Complete scheduled inventory and requisition supplies as needed • Coordinate tasks and work with other departments to ensure that the department runs efficiently • Coordinate with management to develop and carry-out… Show more • Monitor three separate outlets for seating availability, service, safety and well-being of guests • Assign and ensure work tasks are completed on time and that they meet appropriate quality standards • Complete opening and closing duties for various outlets• Complete scheduled inventory and requisition supplies as needed • Coordinate tasks and work with other departments to ensure that the department runs efficiently • Coordinate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores • Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees• Prepare and review written documents, including proofreading and editing written information to ensure accuracy and completeness • Identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings • Collaborate with management to formally recognize hourly employees’ performance Show less

Greater Boston Area

• Sourcing incoming leads sent by assigned SAE’s as well as general mailbox • Coordinating and distributing incoming mailbox leads throughout the day • Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software • Create and maintain filing and organization systems for records, reports, and documents • Enter, retrieve, reconcile, and verify information in software involved in the sales process • Enter and retrieve… Show more • Sourcing incoming leads sent by assigned SAE’s as well as general mailbox • Coordinating and distributing incoming mailbox leads throughout the day • Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software • Create and maintain filing and organization systems for records, reports, and documents • Enter, retrieve, reconcile, and verify information in software involved in the sales process • Enter and retrieve information contained in computer databases to update records, files, reservations, and answer inquiries from guests • Promote awareness of brand image internally and externally • Directly support administrators on team when needed • Assisting with the training process for fellow administrators Show less

Assisting on establishing an ongoing project within a start up company. This company brings local stores right to customer’s doorsteps; shopping and purchasing items online or through the mobile app and receiving these items the very same day.• Executing the three step process with assigned team to carry out customer orders • Meeting several daily deadlines within the store/office • Work closely with upper management for ongoing product development • Promote awareness of… Show more Assisting on establishing an ongoing project within a start up company. This company brings local stores right to customer’s doorsteps; shopping and purchasing items online or through the mobile app and receiving these items the very same day.• Executing the three step process with assigned team to carry out customer orders • Meeting several daily deadlines within the store/office • Work closely with upper management for ongoing product development • Promote awareness of brand image internally and externally • Creating various documents to organize package deliveries as well as carrying out test orders • Monitoring the “help” email account for operators and providing solutions on various situations • Overall assistance to managers carrying out a range of daily tasks Show less

Greater Boston Area

Founded in 1965, MRINetwork has grown into one of the largest and most successful recruitment organizations in the world. With a full range of Permanent Placement options ranging from Retained or Contingency Search to Contract Staffing and Recruitment Process Outsourcing solutions, MRINetwork gives you the flexibility you want at the pace you demand.Served as project coordinator on wide range of executive search assignments and business development initiatives, updated and generated… Show more Founded in 1965, MRINetwork has grown into one of the largest and most successful recruitment organizations in the world. With a full range of Permanent Placement options ranging from Retained or Contingency Search to Contract Staffing and Recruitment Process Outsourcing solutions, MRINetwork gives you the flexibility you want at the pace you demand.Served as project coordinator on wide range of executive search assignments and business development initiatives, updated and generated content for social media platforms, performed resume analysis and assisted in interview process, assisted on day-to-day tasks provided by CEO and COO Show less

Conducted telemarketing to contest entrants, inviting them to visit the facility, attend a short presentation and receive prize awards/gifts

Bs, Marketing

Activities and Societies: Ski and Snowboard Club

Study Abroad, Marketing

Activities and Societies: Ski and Snowboard Club Related Courses: Electronic Marketing, Innovation Creativity and Entrepreneurship, Retail.