John Allen
Director of Customer Service @Blenko Glass Company
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WORK HISTORY
Director of Customer Service @Blenko Glass Company
Development of standard operating procedures, system integration and development, customer retention and resolution development, business analytics as needed, training employees as needed (specifically regarding utilization of technology and software), monitoring trending issues in production/shipping/any other customer facing issue, creation of notices for mass issues/delays/emergencies. Creation of new hire documentation and promotion standards and guidelines, process mapping to identify weaknesses in workflows/reduction of redundancies, creation of standardized message library for CS, coordinating with department heads/leads/OPs to develop creative solutions regarding very specific CS piece issues, answering all inbound digital messages on all platforms (integrated into one queue: Zoho Desk), clearing out/wrapping up closure of architectural department and liquidation of left over inventory, handling inbound sales as needed, development/updating sales rep commission reporting and associated analytics, prepping internal structures for future sales initiatives (setting up CRM for future use which has been collecting contact data since release of CS system), monitoring major company changes to adjust CS workflow to ensure scalability, setting up IT equipment when needed (and organization/inventory of current equipment), reporting creation/development as needed for QA issues/production issues, multitude of CS related projects including the creation of a CS handbook, SOPs needed to get started, training initiatives/standardization, adjusting/optimizing processes as needed to ensure consistent customer experience across all channels, striving to increase communication with company goals to ensure CS corresponds, etc.
EDUCATION
Marshall University
Computer Science
Huntington High School
General, General
West Virginia University
Physics
SKILLS
ABOUT JOHN ALLEN
Working diligently to improve a historic company while continuing to practice project…
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