Clifford Swall
Head Of Customer Service @ Future Motion | Customer Service Operations
- Role
- Head of Customer Service at Future Motion
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
Experience
Head of Customer Service
Aug 2022 — Present · Santa Cruz, CA, US
Led and scaled a high-performing team of in-office and fully remote Customer Service Representatives, fostering accountability, consistency, and strong customer outcomesDesigned and implemented end-to-end customer service processes and operational procedures to improve efficiency, quality, and customer satisfactionBuilt and launched a Quality Assurance program that consistently achieved 90%+ performance scores across the teamOwned and resolved complex customer service escalations, including high-risk, legal, and rider safety–related casesDeveloped and managed regulatory reporting submitted to the U.S. Consumer Product Safety Commission (CPSC) in support of product recalls and compliance initiativesPartnered closely with Executive Leadership to surface customer insights, trends, and actionable feedback influencing product and business decisionsRecruited, hired, and onboarded new Customer Service Representatives, including comprehensive training and ramp-up programsLed annual performance reviews for all agents, evaluating Key Performance Indicators (KPIs) related to productivity, quality, and efficienyDefined and implemented custom Zendesk/CRM requirements to align customer support tools with evolving business and operational needsCollaborated cross-functionally with Sales, Marketing, RMA, and Engineering teams to relay customer feedback and drive continuous product and service improvements
Education
San Diego State University
Minor, Sociology
2007 — 2012
San Diego State University
Bachelor of Science (B.S.), Criminal Justice and Corrections
2007 — 2012
Skills
- Technical Support
- Mcsa
- Team Building
- Management
- Computer Science
- Windows 7
- Microsoft Office
- Sales
- Hardware
- Customer Satisfaction
- Customer Service
- Computer Hardware
- Microsoft Surface
- Customer Experience
- Leadership
- Computer Repair
- Team Leadership
- Office 365
- Digital Photography
- Windows
- Computer Security
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