Customer Service Manager

Tammy Hardy

Camarillo, California ***** • LinkedIn

ac24k7@r.postjobfree.com • 805-***-****

May consider relocation for right job

Senior Manager, Customer Advocacy

Strategic Customer Service Planning / Performance Optimization

Process Improvement / Employees Training / Client Experience Development Strategies

Experienced and ambitious Customer Service executive with over 20-years of planning, coordinating, and overseeing customer service operations across e-learning and SaaS companies, healthcare and financial institutions. Talented leader, with ability to initiate and direct effective marketing endeavors, improving employee’s performance and securing increased profits by elevating customer satisfaction levels in a highly-regulated environment, against tight deadlines. Clever communicator and seasoned trainer, driving professional development effectively.

Areas of Expertise:

Customer Service Management

Recruiting and Staffing Initiatives

Staff Development Programs

Team Building and Leadership

Contract Development

Negotiations

Jira Ticketing Help Software

Budget Administration / Management

Operations Analysis

Process Redesign

KPI, SLA Compliance

Customer and Employee Satisfaction Analytics through CSAT and tNPS

Mac, Windows, SalesForce, Cisco, Oracle Service Cloud, Zuora, Litle, PayPal, AmEx

Professional Experience

LinkedIn / Lynda.com – Carpinteria, CA

Senior Manager (2015 to Present)

Oversee a 30-member customer call center, responsible for account management of new and existing consumer and enterprise clients. Manage multiple shifts in domestic and international call centers.

Provide people management by recruiting talented Customer Service Representatives, thorough mentoring and coaching, leading productive performance reviews, escalating any high-level issues with effectiveness and tact. Plan and continually improve the customer experience via phone, e-mail, chat and online forms.

Selected Contributions:

Secured successful integration of systems (Lynda.com), including new CRM and billing solutions. Ensured seamless business continuity.

Planned, developed, and monitor performance against Key Performance Indicators and in line with Service Level Agreement compliance.

Analyzed data, trends and client information to identify product or service growth opportunities.

Facilitated and managed a 3-level tiered path of escalation across cross functional support teams between B2B and B2C lines of business.

Oversee Billing and Charge Back Division, Quality Assurance Program and Retention Program. Secured $600+K in revenue by reinforcing communication system with clients, promptly contacted after failed CC transactions.

Lynda.com – Carpinteria, CA

Senior Manager (2007 to 2015)

Coordinated everyday operations of 25-member Customer & Technical Service Representatives team, supporting 5+M clients worldwide.

Directed Technical Support Representatives (TSRs) and Customer Service Representatives (CSRs), coordinating all

aspects of people management. Managed implementation of several critical IT systems and solutions aiming at improving CSRs and TSRs performance, and customer management information systems. Liaison with developers, helping to identify requirements. Planned and directed Tier 1 and Tier 2 technical support (for any escalated issues). Maintained and monitored company FAQ pages, leading updates as and when necessary. Acted as SME and Principal Escalation point for any billing systems issues, including refunds and complaints, fraud and billing system glitches.

Oversaw introduction of SalesForce Service Could Customer Relationships Management solution. Implemented Zuora billing system.

Secured Knowledge Team creation and maintenance, internal database of scripts, manuals, and procedures to increase resolution ratios.

Established, implemented, and developed Chargeback Division (to handle company responses to chargebacks) and Retention Program (to re-coup lost revenues), with consecutive savings of $8+K month-by-month.

Helix / InHealth Technologies – Carpinteria, CA

Manager (2006 to 2007)

Directed 14-member team of Customer Service Representatives, leading Customer Service function in the Medical Device division.

Managed information service and compliance handling for over 5K orders monthly. Supported Sales Team with white glove support to key distributors. Responsible for Medicare compliance and audits, including FDA. Compiled and presented regular performance reports to C-level executives.

Selected Contributions:

Created and implemented Return Merchandise Authorization (RMA) processes, reinforcing liaison between customer return and refund, and product inventory processes.

Significantly improved employee performance, attendance and retention through daily mentoring, 1:1 sessions and motivation strategies, with 90% of the team decreasing absence/tardiness.

Additional experience as Branch Manager with Ventura County Credit Union.

Education and Credentials

High School Diploma Adolfo Camarillo High School – Camarillo, Ca

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