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Steven Ladwig

Senior Customer Support EngineerCloud Business AnalystTechnical AnalystAPTD Process Integration TechnicianWireless Technical Support SpecialistCustomer Retention Group CSRInternational Language Group CSR

Amplo Inc. (Formerly Verona Inc.)Cloud MentorAmeriBenMicron TechnologyTeleperformanceDIRECTVConvergys

Western Governors UniversityIdaho State UniversityHighland High School

York, PA

Dedicated Salesforce professional with over six years of experience and a commitment to continuous learning, currently pursuing AWS certification to enhance technical expertise. Proven track record in resolving complex technical issues and optimizing customer experiences positions this individual as a valuable asset for senior engineering roles. Recognized for a collaborative spirit and adaptability in fast-paced environments, bringing strong skills in troubleshooting and client relationship management to drive impactful results. Passionate about leveraging diverse skill sets to contribute effectively to team success and customer satisfaction.

TOP SKILLS

Salesforce administration expertiseProficient in customer relationsProficient in mac and pc systemsSsd support for mac computersStrong technical knowledge of general component level electronics

JAMES S PRICE

Global Director of Customer Sales & SupportDirector of Customer ExperienceExecutive Director of Customer, Retention OperationsSenior Director of Customer Operations

Great Wolf Resorts HeadquartersPPL ElectricAssurant HeadquartersComcast

George Mason University

Plainfield, IL

DIRECTOR OF CUSTOMER SERVICE EXECUTIVE SUMMARY Dynamic and innovative senior level executive equipped with experience at building and leading best in class customer service organizations for Fortune 500 companies. Seasoned Global Director with 20+ year call center background. Well-versed in leading and optimizing programs with attentive and insightful style. Gifted in developing innovative customer experience campaigns. Resourceful in integrating processes to bring about remarkable results.

TOP SKILLS

Domestic & global contact center managementProfit and loss statementsOperations start-upRevenue generationVendor partnerships

Andrew Viglietta

Team Lead – Regional IT Support EngineerSenior Desktop EngineerIT Help DeskLead Generator Specialist

Advanced Drainage Systems, IncThe Home Depot

DeVry UniversityThe Ohio State University

Pickerington

Dynamic IT professional with extensive experience at Advanced Drainage Systems, Inc., excelling in team management and technical support. Proven track record in achieving 100% SLA compliance while enhancing user training and documentation practices. Adept at vendor management and fostering strong relationships, driving operational efficiency and user satisfaction.

TOP SKILLS

Team managementTechnical supportIncident managementSystem maintenanceUser training

Matthew Mattox

Principal Support EngineerSenior Systems EngineerUNIX/VMware/SAN ArchitectUNIX/VMware/SAN ArchitectSystem ArchitectOpen Systems SAN Architect

Rancher Labs/SUSEInsurance Auto AuctionsHyatt Hotels CorpCaterpillar IncSemaphore Company LLCIBM

Morrison Institute of TechnologySauk Valley Community College

Sterling

Dynamic Principal Support Engineer at Rancher Labs/SUSE with expertise in Kubernetes storage and Go programming. Achieved a 40% performance boost in Longhorn's snapshot capabilities while enhancing CI/CD systems. A collaborative leader, recognized for exceptional problem-solving and technical guidance, driving success across enterprise environments and open-source initiatives.

TOP SKILLS

Kubernetes storageGo programmingDockerVmwareLinux

Jonathan Salinas

Bilingual Customer Support Senior SpecialistBilingual Customer Support SpecialistShift Manager / Computer Technician

High Touch TechnologyRibbit Computers

ITT Technical Institute

Wichita, KS

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

TOP SKILLS

Operating systems: windows, ios (installation, configuration, troubleshooting)Hardware support: desktop, laptops, peripheralsNetworking: standard networking protocols, basic troubleshootingRemote support: remote desktop tools and end-user assistanceTicketing system: connectwise, servicenow

Jeffrey Stiles

<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul><ul><li>Company Overview: Business and Management Consulting Firm that builds better businesses by bringing constructive collaboration to People, Processes, and Technology</li><li>Help businesses explore ways to utilize current technology better, refine, and focus the use of data as part of their business intelligence and data analytics strategy. This includes an assessment of the current state, a detailed analysis comparing the current state with best practices, recommendations for improvement, and business integration. Additionally, focus on employee engagement and transforming the workplace culture.</li><li>Bring a focus to people in business through workplace culture and employee engagement analysis. Perform complete workplace audits and analysis, develop improvement plans, and provide leadership/employee training. Perform follow-ups as needed.</li></ul><ul><li>Company Overview: Citizens is a not-for-profit property and casualty insurance company whose employees are driven primarily by our mission of service to the people of Florida. In addition to providing a quality product and service, we strive to be good stewards of the premium funds entrusted to us. We are committed to modeling the highest level of ethical behavior.</li><li>Responsible for directing and managing the responsibilities and functions of the Customer Care teams, which are responsible for over two million interactions for insureds, agents, and third parties every year, by overseeing the short and long-term initiatives of the operation. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Responsible for the day-to-day direction and leadership of the Customer Care team, providing maximum input to ensure the highest level of quality and performance.</li><li>Facilitates a work environment that fosters and supports ethical decision-making and actions by motivating, promoting, and modeling ethical behavior.</li><li>Led five teams, inclusive of seventy-five representative staff and five Supervisors.</li><li>Responsible for the development and expansion of the Live Chat and Help Desk teams.</li><li>Collaborate closely with Workforce Management concerning real-time and future staffing needs.</li></ul><ul><li>Company Overview: One of the country's largest and most reputable debt settlement companies.</li><li>Oversee operational excellence for the Client Success department, which includes domestic contact centers in New York, Las Vegas, and the Dominican Republic. Partner with cross-functional teams, including Workforce Management (WFM), Quality, Client Experience, Finance, Product Development, Human Resources, and Learning and Development. Responsible for reputation management, working with Better Business Bureaus, state Attorneys General, and other consumer review sites. Collaborate with members of the executive management team to meet operational objectives, align with departmental strategy, and the overall goals of the organization. Contribute to the development of operational standards, procedures, and strategies to facilitate departmental growth. Develop and implement efficient operations through key initiatives and projects within budget.</li><li>Manage the day-to-day call center, related to both client contact and client advancement within our settlement program.</li><li>Provide cohesive and consistent leadership, as well as direct people management responsibility, to our client Success teams across our three sites: New York, Nevada, and the Dominican Republic.</li><li>Provide oversight and direction for existing staff in the New York and Nevada offices.</li><li>Responsible for building and optimizing a client Success team in the Dominican Republic.</li><li>Continually evaluate, create, and maintain performance-related policies and procedures, and partner and improve process quality by partnering with the VP of CS Ops, Quality Assurance, and Workforce Management to monitor adherence and facilitate operational changes as needed.</li><li>Manage and communicate department-wide KPIs and OKRs, and implement actions in a timely and efficient manner to address operational challenges.</li><li>Drive collaboration across Client Success and encourage the team to partner effectively with other functional teams.</li><li>Work with Senior Leadership across the organization to add insight into the customer experience.</li><li>Develop and sustain a culture of service excellence, driving improvements in customer satisfaction.</li><li>Foster a positive team culture that aligns with our company values.</li></ul><ul><li>Company Overview: Fortune 50 company comprised of several affiliates/subsidiaries that provide property and casualty insurance, banking, and financial products/services with >84M policyholders, 60K employees, and 19K agents; $3.9B/2018 net income.</li><li>Directed customer care operations of high-volume (national) call center; managed over four hundred onsite/virtual employees, with oversight for $20/annual budget. This included collaborating with peers to establish the business strategy for corporate operational performance and influencing continuous improvements in productivity, quality, and employee performance. Collaborated and drove organizational talent acquisition, coaching/training, evaluation, and constant development. Engaged and communicated with StateFarm.com clients, providing digital and internet technical support to enhance the online experience. Developed best practices, identified trends, and ensured consistent compliance with federal/state regulations and corporate standards.</li><li>Drove achievement of call center/company targets with consistency, while directing up to 30K incoming calls per week throughout the U.S. Delivered the call product on each client account call through operational performance and service metrics; within exacting timelines and cost/budget constraints, reporting directly to the Executive Team and Business Leaders. Ranked #1 call center for State Farm (out of five centers nationally).</li><li>Attained handle-time (less than 5 minutes), with adherence of 92% or better; exceeding target by 15%.</li><li>Achieved quarterly customer satisfaction survey results, consistently exceeded targets by 15%.</li><li>Exceeded quarterly employee satisfaction survey results by 12%.</li><li>Established customer contact center Spanish-language unit (35K operations/employees), providing spoken and written in-language translation services, and resulted in reducing handle-time for in-language calls by 60% (versus using AT&T language line services). Plus, reduced written document transcription turnaround time from 1.5 weeks to 48 hours or less.</li><li>Created engagement policies, service level agreements, and performance metrics.</li><li>Selected to lead the strategic opportunities associated with the start-up of the company's first 24/7, customer-facing internet support initiative, consisting of a hundred-member team providing online technical assistance to over 50M statefarm.com client accounts and over 1M B2B/vendors.</li><li>Created scope of work, vision, marketing relationships, work cadence, communications, training, and staffed multi-site operation; handling over 28K calls and 5K chat sessions per week.</li><li>Spearheaded multiple corporate business issues and consistently selected to serve as a business development test center for new organizational process changes, testing for retail sales and procedures (before national rollout). Ranked as the top operational call center in productivity, quality, customer satisfaction, and employee retention.</li><li>Led Lean effort that drove efficiency gains within the Jacksonville Operation. Reduced staffing at all levels by 50% and budget by 40%, while maintaining production goals and increasing customer satisfaction.</li><li>Collaboratively led corporate staffing initiatives of 3-national call centers, as part of organizational restructuring and retail market growth. Collaboration with peers in the creation of the talent identification processes and procedures, resulting in staffing over 1.4K employees (leaders and representatives).</li></ul>

Loggerhead Reciprocal Interinsurance ExchangeCulture Architects ConsultingCitizens Property Insurance CompanyNational Debt Relief, LLCState Farm Insurance Company

Montgomery, WV

St. Johns

Dynamic executive with extensive experience at Loggerhead Reciprocal Interinsurance Exchange, specializing in operational excellence and customer experience enhancement. Achieved a 15% increase in customer satisfaction through effective strategic planning and team development. Proficient in CRM implementation and promoting employee engagement, fostering a culture of continuous improvement and high performance.

TOP SKILLS

Customer experience managementStrategic planningCrm implementationQuality assuranceOperational leadership

Bill Robinson

Manager, Sales and Customer SupportManager in Charge of Sales and Customer SupportFront End Manager and League CoordinatorDepartment Manager, Outdoor, Lawn, and GardenManaging Partner and Qualifying Party

Delano Auto GroupSundown Appliance ResaleAntelope Lanes and Plaza BowlWalmartSunshadow Landscape Enterprise

University of ArizonaArizona School of Real EstateArizona State University

Mesa, AZ

Accomplished Manager with a proven track record of increasing sales volume and enhancing customer satisfaction . Expert in budgeting and strategic planning, with a knack for problem-solving and decision-making. Boosted sales through innovative strategies, while demonstrating exceptional analytical and customer service skills. Performance-oriented leader offering an exceptional record of achievement , by successfully completing 15 million dollars of municipal and Department of Transportation Projects . Tenacious manager with a strategic and analytical approach to solving problems. Talented in identifying and capitalizing on how to accomplish key areas of the project during the bid process , shortening construction time, lowering costs , and increasing profitability.

TOP SKILLS

Direct salesBudgeting and expendituresSales statistics analysisAccount managementPerformance evaluations

JOHN WHEATLEY

Customer Success Expert EngineerField Radio Operator

Avid Technology, Inc.United States Marine Corp Reserves

Norwich University

Edgewater, FL

Customer Success Expert Engineer with over 20 years of extensive experience managing large-scale streaming systems and live broadcast environments, adept in managing the reliability and performance of critical media delivery infrastructure. Adept at automated functional, performance, and resilience testing to optimize service delivery and improve the user experience. Proven ability to resolve complex network issues for robust media streaming capabilities across diverse platforms. Maintained and troubleshot web-based non-linear editing systems for major broadcasters, driving seamless integration and operational success.

TOP SKILLS

LinuxServer configurationNetworkingSaas applicationsMicrosoft office 365

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