Rodney L.
Senior Manager| Support Operations| Customer Care| Customer Success
- Role
- Senior Manager Support Operations Customer Care Customer Success at Brava Home Inc
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Rodney L.
Outstanding customer support leadership professional with a strong record of…
Experience
Senior Manager Support Operations Customer Care Customer Success
Jul 2017 — Present · Redwood City, CA, US
As the customer care senior manager I am responsible for overseeing our customer care team, which requires me to manage all customer-oriented needs. In this role I have to develop and maintain high performing teams while ensuring process standardization and improvement. As the senior customer care manager I am also responsible for the execution of the company’s strategic initiatives and will play a critical role in the overall delivery of exemplary customer care to our customers. I also manage multiple priorities in a fast-paced environment. Hire, develop, mentor, inspire and retain customer care staff. Recommend and implement best practices across the customer care team. Own priority escalations and delegate complex resolutions. Meet or exceed established customer care goals by utilizing best practice leadership and management principles. Analyze call and email trends and use data to improve the customer experience. Create, development and implement customer care policies and procedures. Define and communicate customer care standards that will delight external and internal customers. Build, structure, and implement return merchandise authorization/reverse logistics workflow and policies. Review customer complaints and track the resolution. Utilize CRM program to enhance customer experience. Ensure the necessary resources and tools are available for a quality customer care delivery.
Education
California State University, Chico
Recreation Administration with an option in Resort & lodging management
Skills
- Leadership
- Program Management
- Time Management
- Quality Assurance
- QA Testing
- Strategy
- Project Management
- Product Management
- Customer Support
- Communication
- Zendesk
- Marketing
- Leadership Development
- Community Moderator
- Teamwork
- Php
- Training
- Customer Satisfaction
- Mobile Devices
- Os X
- Customer Service
- Social Networking
- Social Media
- Team Building
- Management
- Social Media Marketing
- Cross-Functional Team Leadership
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