Spencer Dettman

About Spencer Dettman

Self-motivated, team player with a strong overall Customer Experience Operational background. Diverse knowledge within SaaS Technologies, Account Management, Customer Service, Staff Recruitment/Development, and Business Strategy. Passionate about supporting successful Sales/Service Teams while working collaboratively with stakeholders to improve efficiencies within current system and processes.

Experience

1. Vice President of Customer Support & Resolution

   Field Nation

   Feb 2017 — Present · San Diego, CA, US

   Responsible for building world-class customer support operations while ensuring an efficient, cost-effective model. Lead 5 key functions: 24/7 Global Support Center, Technical/Non-Technical Escalations, Support Training & Operations, Internal/External Quality Assurance and our Insurance department.* Collaborates with others across the organization, while ultimately owning the development and implementation of a strategic plan that increases satisfaction and increases adoption with both the buyer and provider networks of Field Nation.* Works to build consistent and effective internal/external communications amongst all customer support and resolution teams.* Ensures that Field Nation’s multi-tier support system is effective, efficient and scalable by streamlining systems, processes and policies.* Refines team structure and processes as business needs changes in order to maximize efficiencies and meet the needs of our customers.* Defines and manages to metrics in order to ensure high-performing teams and customer satisfaction.* Work with existing strategic accounts at an executive level in order to strengthen those relationships.* Ensure a strong technical support function that enables our users to successfully use our products while ensuring frictionless navigation of our marketplace.* Build a scalable recruiting machine that ensures a high-performing, fully-staffed team* Uses data analysis and critical metrics to implement opportunities for future improvement.* Acts as a key internal stakeholder when advocating for users and internal staff during major product/process changes by influencing rollouts and long-term roadmaps.* Partner with Operations Department to build out new and/or edit the current CRM set up to improve the team\'s accuracy and efficiency while making it easier for them to do their job* Work with our General Council ongoing on escalated issues while ensuring our processes and policies are aligned to any current state/federal regulations

Education

• W. P. Carey School of Business – Arizona State University

  MBA, Business Administration

  2007 — 2010

• University of Minnesota

  Bachelor of Science, Sports Management

  1995 — 2000

• Emory University

  Business Administration and Management, General

  2008 — 2008

Skills

• Marketing
• Mobile Marketing
• Strategy
• Strategic Planning
• Employee Relations
• Sales Process
• Training & Development
• Customer Experience
• Start-Ups
• Advertising
• Customer Service Management
• Budget Management
• Business Strategy
• Recruiting
• Recruitment Advertising
• Data Analysis
• Client Services
• Customer Loyalty
• Project Management
• Leadership
• Team Leadership
• Performance Analysis
• Interviews
• Project Planning
• Account Management
• Strategic Partnerships
• Operations Management
• Social Media Marketing
• Market Research
• Sales
• Customer Engagement
• Program Management
• Time Management
• Software as a Service (Saas)
• Business Development
• Management
• Team Building
• Employee Training
• Forecasting
• Sales Management