Biron's Resume

Biron

Head Of Customer Support

Male

After-sales customer service

Live in United States

Nationality

Head Of Customer Support
SIMO
2018.03-Current
(7 years)
(7 years 2 months) As the Head of Customer Support at SIMO (formerly Skyroam), I am responsible for all Customer Support processes, training programs, KPIs, personnel, and systems (includes CRM, knowledge base, chatbot, AI). Highlights: • Part of Leadership team responsible for driving revenue from $10M to $30M by pivoting business to subscription model and reducing churn. • Benchmarked CS metrics (FRT, AHT, ASA, FCR, CSAT), notably achieving >95% Customer Satisfaction. • Led cross-functional team that includes Product, Customer Success, and Engineering to improve NPS from -12 to +30 and ratings from 2-star to 4-star. • Scaled two call centers to provide 24/7 multi-channel support, serving >20m users in 130+ countries. • Led CS team on-site (US) and remotely (Europe and Asia), attaining <3% employee turnover. • Primarily involved in annual budget planning and forecasting, yielding >50% gross margin. • Piloted B2B sector and grew business to <$1M, established business case to expand B2B sales.
Customer Operations, Manager
Movoto
2015.06-2018.03
(3 years)
4 years 5 months (2 years 10 months) As a Customer Operations Manager, I led a 60-person team on-site and remotely. My key responsibilities included collaborating with Growth and Product teams to drive company’s revenue, initiating new processes to improve operational workflows, holding teams accountable for achieving performance metrics, and managing an outsourced call center in two remote locations. Some of the key products I helped implemented at Movoto: Salesforce CRM, 8x8 / Ring Central / Dialsource phone systems, and Olark / Front App chat and email tools. Highlights: • Expanded in-house 'Prescreening methodologies' to 80 designated markets to achieve company's revenue target of $10M. • Led team to contact 95% of leads within 2-minutes and 100% of leads within 5-minutes to improve lead response rate. • Scaled team from 10 to 60 associates in less than 3-months to support business growth. • Improved lead conversion by dispatching >52% pre-screened leads to Movoto Agents weekly. • Administered organization's telephony and CRM systems to enhance operational workflow/efficiency. • Advised and instituted cost saving plans for organizational tools and team structures. • Collaborated with Analytics and Quality Assurance Teams to deploy KPI dashboards and comprehensive QA/coaching procedures.
Client Relations, Team Lead
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2013.11-2015.06
(2 years)
(1 year 8 months) As a Client Relations Lead, I was responsible for developing and conducting employee training programs, and ensuring optimal levels of customer services were provided. By designing new quality assurance procedures and training frameworks, Movoto is known for making home buying and selling journey easy! My objective as a Team Lead is to create a healthy and fun work environment while guiding the team to exceed business KPIs. Highlights: • Collaborated with telephony providers to implement a cloud-based phone system to ensure 95% of incoming calls are answered within 2 minutes. • Developed appropriate phone IVR scripts to ensure call abandonment rate is less than 5%. • Improved team’s efficiency by monitoring average talk time, wrap-up time and touch points, resulting in calls being solved within 5 minutes. • Launched and trained a remote support team to target 90% occupancy rate and less than 6% employee turnover rate. • Established quality assurance frameworks to ensure associates are achieving over 85% quality scores for calls and internal tasks. • Trained over 50 employees and designed two week training programs for employees' success.