MISTY WOODS

Boone, IA 515-***-**** advwz6@r.postjobfree.com www.linkedin.com/in/misty-woods-36988a48/ CUSTOMER SUCCESS EXECUTIVE LEADER

CUSTOMER EXPERIENCE PROJECT MANAGEMENT DATA MANAGEMENT CALL CENTER OPERATIONS Standout Customer Success Executive Leader with 15+ years of proven experience in roles within call center management, project management, process improvement, & staff training/development. Hybrid-worker & Customer Experience Expert with an extensive background in customer service & client-facing interaction specializing in quality control, innovation, data review, non-profits & software implementation. Manages, develops & motivates small & large teams to continually meet or exceed goals by setting & reaching high-performance standards. Demonstrates outstanding leadership in building

& cultivating strong company cultures, mentoring staff members & creating initiatives saving companies millions in costs. CORE COMPETENCIES / AREAS OF EXPERTISE

Staff Reviews & Appraisals • Cross-functional Collaboration • Motivational Team Leadership • Team Player Creative Solutions • Project Management • Research & Data Analytics • Customer Service • People Development Employee Scheduling & Reporting • Staff Development & Performance • Call Center Management, Metrics, Reporting CRM & Call Queue Management • Develop, Implement, Track KPIs • Written, Verbal, Interpersonal Communication Social Media • End-to-end Customer Experience • Customer Success • Critical Support • Data-driven Strategy CAREER HIGHLIGHTS

Membership Retention – Created on-going & seasonal processes for game-changing membership outreach campaign resulting in a significant 13% retention increase within 4-year period for 8.9k members worth $222k.

GSGI Call Queue Management – Created Call Queue & processes in 2017 in which only 50% of calls were being answered live initially to over 90% of calls being consistently answered live.

External Service Contractors – Spearheaded creation and implementation of new procedures and contract agreements with external service contractors which cut costs by $150k within the 1st year of its implementation.

Quality Assurance System – Championed & implemented a quality assurance process that fell between technical help desk & service technician dispatch ultimately saving the organization $50k in under 12 months.

External Contractor Expansion – Removed the need for hiring 6-7 new internal technicians resulting in a

$24k/month savings in year one.

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Front Lines Staff Management – Demonstrates exceptional leadership to 30-member teams by creating personal connections, providing clear daily operation direction, generating team excitement, & remaining solution focused.

Retail Management – Effectively manage three retail locations that create over $300,000 of ARR in both a brick- and-mortar and e-commerce platforms. Significantly reduced dead-end inventory and implemented ongoing inventory management processes, which have saved the organization over $10,000 annually.

Overseeing Managers & Manager Development – Trains, develops, & oversee management professionals. PROFESSIONAL EXPERIENCE

Director of Customer Care & Retail (May 2016-Present) GIRL SCOUTS OF GREATER IOWA Des Moines, IA

Oversee dozens of business systems & processes encompassing case management & contact center processes.

Made significant contributions in creating & maintaining work a culture & environment for staff to easily thrive.

Entrusted with daily operations to guide, monitor, & evaluate employee performance while providing ongoing feedback for maximized productivity.

Communicated & reached 100% of employee goals along with planning, assigning, & directing work serving as counsel to 50 staff addressing complaints, resolving problems & ensuring proper training & development.

Partner with business leadership team to align customer experience objectives with business goals & initiatives as well as specific initiatives & strategic direction for the business while developing & monitoring $6-figure budgets.

Continually assess & monitor effectiveness & impact of technology on staff and 13,000+ members.

Create strategies & trainings through strong team leadership & monitor Customer Experience Team progress.

Manage daily operations such as functions of Customer Care, Volunteer Experience, & Retail accompanied as well as oversight of the council’s systems & processes including case management and contact center processes.

Ensure highest customer service levels by focusing on practicing procedures & ongoing maintenance training.

Serve major role as a member of the council’s Leadership Team by developing integrated strategies & initiatives in support of council’s overall goal & to help create a culture and environment where staff members can thrive. Customer Service Manager (August 2015-May 2016)

GOLDEN RULE PLUMBING, HEATING & COOLING Grimes, IA

Managed a team of 3 Customer Service Agents in an inbound call queue for an up-and-coming new business.

Drastically improved call efficiency by starting a foundation of Customer Service call queue metrics & processes. Supervisor - Operations, Call Center, Customer Experience (Nov 2012-June 2015) DAVITA RX Coppell, TX

Managed a 20-30-member call queue team of inbound customer service, pharmacy technicians, & pharmacists.

Continually earned exceptionally high marks for the development, execution & management of multiple projects.

Served as key pioneer in a new pilot program that combined multiple departments to provide increased Service Excellence to company’s patients while creating a higher level of accountability & boosting internal team morale.

Displayed a process & metrics driven with a solid grasp on strategy & consistent proactive management style.

Collaborated with other departments to achieve 100% of projected team goals and increase customer satisfaction. Manager – Dispatch, Review, Install Teams (2007-2012) WESTEC INTELLIGENT SURVEILLANCE Plano, TX & West Des Moines, IA

Managed 10-member call queue team of inbound customer service dispatch, install specialists & quality review.

Co-authored 20+ training manuals for 100+ new employees, continuing education and multiple employee roles.

Increased customer loyalty by reducing dispatch time while designing & implemented new department policies.

Saved $150k annually by leading creation & implementation of new procedures with external service contractors

& another $50k a year by implementing a new quality assurance system through company’s case review process.

Initiated a $24k per month cost savings in 2012 vs 2011 with continued utilization of external service contractors. TECHNICAL & COMPUTER SKILLS

CRM - Salesforce, ServiceTitan, DICE, RxExpress • Retail Inventory Management + POS - OpSuite Microsoft Office – Excel, Outlook, Work, PowerPoint • Vizio • Textology - Text Messaging Platform • SharePoint Event Management – DoubleKnot • Call Center Management - BroadWorks Call Center • Data Management - Looker Timecard & PTO Tracking Software • Virtual Meetings & Presentations - Microsoft Teams & Zoom • Google Suite EDUCATION

Bachelor of Science (BS)

Biological (Forensics & Osteology) & Cultural Anthropology – Minor, Criminal Justice Iowa State University – Ames, IA – 2006

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