Chris McLaughlin Quiroz

Customer Operations Manager Ii @SurveyMonkey

CA

Managing and leading multiple teams of CERs across the globe for various products-Developing and implementing customer service processes and procedures, including setting goals for the teams, product and operations department, along with determining the tools and technology required to support these efforts-Developing Training programs train and mentoring customer service representatives and other departments as needed-Identifying and resolving customer service and operational issues-Monitoring, analyzing and presenting customer feedback through multiple sources, to various departments-Collaborating with cross-functional teams to improve customer service operations, including Sales, Marketing, Product, Finance and Engineering-Analyzing customer service data to identify areas for improvement-Developing Processes and procedures for the department and organization, including creating policies related to employee conduct, organizational practices, and customer interactions-Developing and implementing strategies to improve customer satisfaction, response and retention rates- Managing budgets for multiple teams-Ensuring that customer service operations comply with industry regulations and standards-Develop strategies to ensure Customer satisfaction exceeds business average