The University of Virginia's College at Wise

Mountain Empire Community College

Serves Customer Happiness Team @ Nathan James  -  -  I Build Customer-Obsessed Teams  -  -  eCommerce, CPG, Subscription, Hard Goods, DTC & B2B

Big Stone Gap, Virginia, United States

People-first company, design-first home.

We are a design-first, home furnishing company focusing on the habits of urban dwellers and first-time home buyers. We pride ourselves on best-in-class customer happiness, providing the highest possible quality products that are affordable for the majority, and assembly that isn’t dreadful.

Nathan James

Director Of Customer Service

Support Driven is a community of people in Customer Support and Success helping each other.

Support Driven

Member

Responsibilities:
-  Hired, trained, managed and developed a globally dispersed remote team of 16 employees, including in-house and outsourced customer service representatives
-  Oversaw all contact center operations for North America, EMEA, and Australia
-  Worked cross-functionally with operations, marketing, and tech to ensure issues impacting customer experience were identified, investigated, and resolved on time
-  Advocated for customer needs through regular voice of the customer reporting
-  Maintained high team performance and customer satisfaction rates through continual improvement by monitoring established customer service KPIs on a daily, weekly, and monthly basis

Accomplishments:
-  Improved retention of customers contacting the customer service team by ~20% by establishing and monitoring individual and team KPIs and through ongoing product training for employees
-  Established retention tactics by obtaining a deep understanding of customer needs and common problems/objections and crafting tailored solutions
-  Improved email response times by 30% over the course of 2 months by identifying and resolving bottlenecks and inefficiencies, implementing SLAs, and providing regular coaching to team leads
-  Developed and implemented a quality assurance program resulting in an average customer satisfaction rate of 97%
-  Executed transition of both phone and ticketing (help desk) systems with zero downtime, resulting in decreased costs, increased team efficiency, and improved customer experience
-  Planned, developed, and launched help center, including the creation of all content as well as ongoing management of help center

Athletic Greens

Head Of Customer Service

- Oversaw customer service and contact center operations for four e-commerce CPG (consumer packaged goods) DTC (direct to consumer) subscription brands in the health, wellness, fitness and beauty industries
-  Assisted in the development and management of B2B sales channels
-  Developed and maintained strong working relationship with BPO company to ensure customer service KPIs and SLAs were met for each brand
-  Implemented and maintained workforce management software to adequately forecast inbound volume and staff accordingly
-  Managed system administration for help desk and virtual contact center softwares (Zendesk and Five9)
-  Created, implemented and managed quality assurance programs to ensure high levels of customer satisfaction resulting in CSAT of 90%+
-  Acted as liaison between customer service and marketing, tech, supply chain, fulfillment, and other teams to quickly address and resolve issues affecting customer experience

Happy Conversations INC

Customer Service Manager

Assistant Customer Service Manager

- Oversaw a team of 5-8 customer service representatives
-  Provided training and coaching to team members to ensure individual and team performance goals were met
-  Conducted quality assurance evaluations for team members
-  Mentored two team members who eventually moved into supervisory roles
-  Assisted with the execution of various departmental projects and initiatives including the creation of a retention tactics training program and retention KPIs
-  Assisted with team schedule creation and schedule adherence

Customer Service Supervisor

Customer Service Representative

- Assisted with the planning, coordination, and scheduling of all aspects of construction, building and vendor phases of the store
-  Played a pivotal role in the biggest opening in Pal’s history by managing staff schedules to support volume, supporting and motivating staff, and leading shifts to meet and exceed core performance measures associated with key business drivers
-  Managed hiring, scheduling, training, and development of 60+ staff members and assistant managers
-  Provided ongoing coaching and training to ensure each staff member attained the skills and knowledge necessary to provide a world class experience to customers
-  Assisted Owner/Operator with all day to day operations (payroll, staffing needs, orientation, P&L analysis, cash drawers, scheduling, inventory, ordering, end of month, forecasting, and budgeting)
-  Obtained the skills and knowledge necessary to successfully operate the store in absence of the Owner/Operator

Taylor Johnson