Spencer Dettman
Vice President of Customer Support & Resolution @Field Nation
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WORK HISTORY
Vice President of Customer Support & Resolution @Field Nation
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
University of Minnesota
Bachelor of Science, Sports Management
Emory University
Business Administration and Management, General
SKILLS
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.
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