Who is Zach S.? Overview
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Quick answer
Zach S. is listed as Team Lead at Fanatics, based in Denver, Colorado, United States. AeroLeads shows a matched LinkedIn profile for Zach S..
Zach S. previously worked as Customer Success Manager at Nice and Manager, Customer Support at Scaled Agile, Inc.. Zach S. holds Business/Commerce, General from Scottsdale Community College.
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Email format at Fanatics
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Fanatics
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Profile bio
About Zach S.
With over 10 years of experience in leading customer care and operations teams, I am a results-driven professional with a passion for cultivating valued customer experiences and driving revenue. I have a proven track record in providing galvanizing leadership and implementing highly effective operational strategies in the eCommerce and tech industries.
Current workplace
Zach S.'s current company
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13 roles
Zach S. work experience
A career timeline built from the work history available for this profile.
Customer Success Manager
Current
Sep 2024 - Present
Manager, Customer Support
Jul 2021 - Jun 2024
Business Operations Manager Ii
- Key Accountabilities:
- Responsible for providing leadership to 3 direct reports and 52 total personnel while orchestrating customer experience standards across voice, email, social media and survey response contact channels
- Relied upon to develop, report and present KPIs during individual performance evaluations, weekly business reviews and bi-weekly department reviews with executive leadership
- Creates, implements and evolves strategic plains aimed and driving sales while providing valued customer experiencesKey Accomplishments:
- Successfully launched OnTech Smart Service line of business across 3 contact centers
- Created agent documentation and training for new client launches such as Google, Ring and ADT
Dec 2019 - Jun 2021
Business Operations Manager
- Key Accountabilities:
- Responsible for providing leadership to 6 direct reports and 59 total personnel while orchestrating a Customer Experience Contact Center
- Relied upon to create, implement and maintain standard operating procedures capable of enabling efficient workflows and the subsequent attainment of KPI objectives
- Facilitated monthly business reviews with Samsung America; collaborated with Samsung Customer Service to ensure customer experience continuityKey Accomplishments:
- Successfully launched skill program across 2 contact centers comprised of 110 agents
- Partnered with In-Home Services department to onboard nine extended warranty clients
May 2018 - Dec 2019
Business Operations Analyst Ii
- Key Accountabilities:
- Responsible for KPI development and reporting, which included a daily channel takedown report
- Relied upon to maintain Khoros Care/Lithium Response; included user access, routing posts to proper agents, auto-tagging posts for trending reports, as well as spam reduction
- Engaged directly with public relations personnel and brand executive on crisis management; collaborated to define messaging strategies for posts that had potential to go viral (social accounts with large followings)Key.
- Successfully implemented formalized curriculum for social media care
- Enhanced and brought formality to new hire curriculum while reducing the training from 5-days to 2-days
Jul 2017 - May 2018
Business Operations Analyst I
- Key Accountabilities:
- Responsible for spearheading platform management and maintenance to ensure optimal performance and effectiveness
- Relied upon as social media care subject matter expert to develop standardized executive reporting, develop/implement SOPs and collaborate with Retention to define band messaging during channel takedownsKey.
- Launched Khoros-Care/Lithium Response platform, which reduced response agent times from 120 min to 15-min
- Standardized KPI reporting; integrated social media into daily enterprise reporting
Sep 2016 - Jul 2017
Team Lead Social Media
Feb 2015 - Sep 2016
Social Media Customer Care
Dec 2010 - Feb 2016
Advanced Technical Support
Jun 2009 - Dec 2010
Technical Support
Sep 2008 - Jun 2009
Trainer
Nov 2006 - Sep 2008
Assistant Manager
Hedi'S Brooklyn Deli
Jan 2005 - Nov 2006
2 education records
Zach S. education
Business/Commerce, General
Scottsdale Community College
Business/Commerce, General
University Of Colorado Colorado Springs
FAQ
Frequently asked questions about Zach S.
Quick answers generated from the profile data available on this page.
What company does Zach S. work for?
Zach S. works for Fanatics.
What is Zach S.'s role at Fanatics?
Zach S. is listed as Team Lead at Fanatics.
Where is Zach S. based?
Zach S. is based in Denver, Colorado, United States while working with Fanatics.
What companies has Zach S. worked for?
Zach S. has worked for Fanatics, Nice, Scaled Agile, Inc., Dish Network, and Chili'S.
How can I contact Zach S.?
You can use AeroLeads to view verified contact signals for Zach S. at Fanatics, including work email, phone, and LinkedIn data when available.
What schools did Zach S. attend?
Zach S. holds Business/Commerce, General from Scottsdale Community College.
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