Customer Service Manager

BEN KIGER CONTACT

CUSTOMER ENGAGEMENT CROSS-FUNCTIONAL COLLABORATION Los Angeles, CA § 805-***-****

************@*****.***

PROFESSIONAL PROFILE

Action-oriented customer service manager and project/product manager, critical in leading high-performance, high-volume operations and user-centric initiatives .

Winning edge stems from extensive breadth and depth of experience, comprising 6+ years of departmental leadership (customer service, tech support, and customer relations departments) and 6 years of project and product management for a financial newspaper.

Articulate communicator with hands-on, team-oriented management style; maneuver demanding fast-paced environments, leveraging exceptional stakeholder engagement and cross-functional collaboration to align efforts and enhance productivity.

Recognized for problem-solving skills, client-centricity, and business acumen; cultivate cultures of ownership and performance

Achievement delivering web and enterprise solutions for both customer-facing and internal end users. Experience orchestrating multiple large-scale web and mobile initiatives and spearheading the prioritization and testing of projects in the IT pipeline.

CORE COMPETENCIES

Adept Leadership Staff Training Development Process Improvements

Unyielding Sense of Urgency Deep Product/Service Knowledge Customer Centric Attitude

PROFESSIONAL OVERVIEW

Project Manager INVESTOR'S BUSINESS DAILY 2010 - 2016

Maximized collaboration, communication, and productivity between business and IT teams in role as senior-level business side technical liaison and subject matter expert.

Facilitated comprehension and transparency by providing technical consultation to business units and advising IT on business matters.

Commanded IT projects from initiation through delivery, including comprehensive planning, execution, monitoring, control, and closing.

Managed Investors.com redesign projects, comprising ecommerce (both online store and shopping), numerous data-related features, registration, and authentication. Oversaw responsive design implementation on Investors.com features/pages.

Actively assisted with search engine optimization (SEO) implementation and strategy.

Integral in driving effective operations. Prioritized IT pipeline in cooperation with stakeholders; collaborated with other PMs on release schedule; and partnered with internal and outsourced IT teams.

Leveraged proficiency in Scrum to write and prioritize user stories and bugs and effectively plan sprints.

Select Accomplishments:

Instrumental in implementing responsive design on online shopping experience.

Enhanced ad viewability 40% by executing In-View Auto Refresh and Lazy Load for ads.

Boosted traffic to pages and opened new mobile ad revenue channel by implementing responsive design on key traffic pages.

Increased site traffic and conversions through strategic administration of CPC (cost-per-click) campaigns.

Managed multiple successful technology releases from definition and planning phases through to production and release, including IBD Charts, Quotes, IBD Stock Checkup, IBD Stock Lists, and IBD Store.

Subscriber Services Supervisor INVESTOR'S BUSINESS DAILY 2006 - 2010

Successfully oversaw the daily operations of a fast-paced, high-volume subscriber services department.

Drove productivity and efficiency by facilitating the professional development and technical training of agents.

Improved department performance through close review of analytics and reports and the subsequent development of actionable plans.

eServices Supervisor INVESTOR'S BUSINESS DAILY 2005 - 2006

Played a critical role in enhancing operational performance through effective management and training of the education/technical support team.

Updated and maintained Investors.com's extensive FAQ and canned response databases.

eServices Agent INVESTOR'S BUSINESS DAILY 2005 - 2005

Recognized as the company’s top performing agent for average speed of answer, number of accepted calls, and amount of emails addressed.

Provided education and technical support on all IBD products and services.

Selected to facilitate investment workshops in acknowledgment of extensive product/system knowledge.

Exceeded the customer service quality goal of 90%+.

Subscriber Services Agent INVESTOR'S BUSINESS DAILY 2004 - 2004

Recognized as the top performing agent for average speed of answer and number of calls accepted.

Consistently delivered exceptional customer service, providing support for a complex suite of products and tools as well as account assistance.

Surpassed the customer service quality goal of 90%+.

Selected over other service agents to mentor new call center employees.

EDUCATION PROFESSIONAL DEVELOPMENT

Bachelor of Business Administration, summa cum laude, AIU

Associate of Business Administration, ITT Technical Institute

CAN SLIM Investing Methodology Certification

Technical Skills: MS Office Suite § JIRA Oracle RightNow MS Visio § WordPress § Confluence (wiki) § Adobe Analytics

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