People Operations & Customer Success Leader

CANAAN M. BARBER, PHR

Denton, TX 817-***-****

*************@*****.*** www.linkedin.com/in/canaan-barber Human Resources & People Operations Leader

High-energy person and operations leader with 10+ years of experience in HR, Customer Success, known for driving cultural momentum, strengthening communication, and leading teams through growth and digital transformation.

SKILLS

Customer Success Management People & Culture Development HR Operations & Compliance Product Adoption Strategy Operational Optimization Cross- Functional Collaboration Technical Troubleshooting Training & Development

CRM & PLATFORMS

ServiceNow Zendesk Jira Azure DevOps RingCentral VSBL Payroll & HRIS Systems HotSchedules Aloha

Trello Microsoft Office (Word, PowerPoint, and Excel) Clear Company People Matter ADP EXPERIENCE

ECOLAB, IRVING, TX November 2024 - February 2026

Customer Success Support

• Executed and managed high-level customer support for over 500 Chick-fil-A locations, ensuring consistent service excellence across the network.

• Maintained a 72.5% CSAT while owning all Tier 1, Tier 2, and escalation tickets, consistently outperforming expectations for high-complexity case volume.

• Identified that 27% of dissatisfaction stemmed from systemic product issues outside frontline control, providing insights that helped leadership target improvements.

• Led 117 sales demos, 50 shift workshops, 48 leadership trainings, and 83 customer check-ins, delivering training experiences that increased product utilization and customer engagement.

• Improved system performance by leading weekly reviews of technical trends, bugs, escalations, and support patterns, prompting a re-evaluation and reprioritization of bug SLAs to strengthen CSAT. CHICK-FIL-A HERITAGE TOWNE CROSSING, EULESS, TX May 2022 - November 2024 Human Resources Director

• Directed all HR functions. Including benefit administration, onboarding, talent acquisition, payroll, & performance management for a team of over 100 employees.

• Upgraded and digitized all employee records from 2016–2023, bringing the company’s filing system fully into the digital age.

• Streamlined communication, accountability, and training by implementing the VSBL platform, centralizing performance tracking, consolidating 3 workflows/platforms into one unified system.

• Developed 13 shift leaders and 7 trainers to strengthen frontline performance and support operational growth.

• Enhanced engagement by 25% implementing yearly employee engagement surveys.

• Advanced company culture by launching “Mootastic,” a peer-driven monthly recognition program that celebrated employee contributions and boosted team engagement.

• Managed the transition from ClearCompany to PeopleMatter onboarding systems, streamlining the hiring process, making it more accessible to senior leadership, and fostering a stronger sense of teamwork among employees.

FIRST WATCH, FLOWER MOUND, ALLIANCE, FRISCO, TX June 2019 - May 2022 General Manager

• Overseeing financials, team development, guest experience, compliance, hiring, training, inventory, and cost control

• Elevated leadership capabilities by developing Operations Managers into a General Manager through a structured 10-week leadership development program.

• Achieved 100% compliance with SteriTech and local Health Department standards. BLACK WALNUT CAFÉ, FLOWER MOUND, TX February 2016 - May 2019 General Manager

• Managed financial performance, ensuring service excellence, while maintaining rigorous operational quality and hospitality standards

• Increased annual sales by 8% through team development and improved service execution. HACKBERRY CREEK COUNTRY CLUB, IRVING, TX January 2013 - December 2016 Assistant Manager

• Supported daily restaurant operations by upholding service standards, and overseeing staffing, training, and front-of-house execution

Event Coordinator

• Coordinates and executed private events from planning through completion, managing client communication, vendor coordination, timelines, and on-site logistics to ensure seamless, high- quality experiences EDUCATION

PHR – Professional in Human Resources, HRCI (In Progress) — Expected May 2026 Studied Psychology & Social Work, University of Texas at Arlington — Arlington, TX High School Diploma, Three Springs Private School — Trenton, AL (Graduated with Honors) PROFESSIONAL DEVELOPMENT

• Applying HR Law (SkillPath) — Completed a comprehensive course covering foundational employment law principles, compliance requirements, and practical application in workplace scenarios.

• Managing Human Resources (SkillPath) — Completed an in-depth course on core HR functions, including employee relations, performance management, and organizational development.

• ASCEND Leadership Conference (Chick-fil-A) — Completed a two-day intensive leadership program focused on strengthening decision-making, communication, and people-centered leadership capabilities.

• Approach Conference (Chick-fil-A) — Participated in a multi-day HR and talent acquisition conference centered on emerging industry trends, future-focused HR practices, and enhancing strategic HR leadership.

Contact this candidate