MCE - Motion & Control Enterprises, LLCDirector, Customer Experience
Feb. 2022 - Dec. 2023North AmericaSupervised, mentored, and evaluated a team of 13 Customer Experience Agents who managed $8M in monthly customer transactions for this leading supplier of technical fluid power, automation, flow control, compressed air, and lubrication products, services, and solutions. Key Contributions:
-Boosted customer satisfaction by introducing new HubSpot CRM companywide to help drive process efficiencies. -Improved customer email response time by consolidating 15+ customer-facing emails to one direct email address.
-Enabled the company to measure customer satisfaction for the first time by creating and rolling out a new CSAT survey.
-Established new SOPs and processes that supported company standards, goals, objectives, and strategic directives.