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Manager of Customer Service

14+ Years of Customer Service in E Commerce & Brick & Mortar settings.

UTOPIA — Salt Lake City, UT	03/11 to Present
Customer Service Manager
? Created the Customer Service Department from scratch.
? PBX Management; agent groups, hunt groups, call routing, algorithms, recovery times, extension creation, phone provisioning, maintenance, etc.
? Email group creation and management to efficiently handle incoming emails from the website, providers, customers and marketing promotions.
? Creation and implementation of on-boarding training program for Customer Service employees and other departments within the company.
? Created multiple Microsoft SharePoint sites for departments and UTOPIA cities to use and to store information needed for day-to-day operations and continued training. 
? Development of an in-house sales training & commission program for CSRs to provide incentive to up sell and generate more sales within the department. 
? Developed metrics for customer service which include contacts per hour, emails per hour, average call time, average wait time, dropped call rate, average hold time, contact types, origin of contact, etc.
? Forecasting and predicted trends from metrics. 
? Use of Free PBX, Salesforce.com and other internal programs to establish metrics to continually monitor the department and continually improve performance. 
? Creation and implementation of residential accounts receivables and collections programs. 
? Implementation of sales promotions and monitoring their effectiveness to make changes to ensure their success. 
? Management of social media channels.
? Management of payroll, vacation & sick time of employees in Customer Service.

* Manager of Training & Education
* Developed all training programs for Customer Service.
* Developed all continued education programs for veteran customer service employees. 
* Negotiated with Vendors and Vendor Representatives for promotional items for contests, shwag, Gear Closet & Gear Store to provide stoke and incentive for all employees to perform at the highest levels.
* Coordinated with all Vendor Reps to schedule clinics for their brands to ensure all Customer Service Reps were up to date with the current brand technology.
* Managed customer service blog. Ensured that all pertinent information and communication got to the Customer Service Team. 
* Used Google Analytics in the blog to create metrics that showed employees were getting the information. 
* Used Microsoft Office to apply metrics to all areas of training & contest to continually improve the programs and show their value to the company. 
* Produced Gear Guides for all brand categories that were loaded into the CS Blog for continued training for all Customer Service Reps. 
Managed Gear Guru & Geartrade Customer Service Teams.

Manager of Training & Education

Supervised a team of four Gear Gurus who assisted Gearheads with technical questions coming in from
our customers. 
Maintained schedule
Processed weekly payroll
Created and maintained metrics for team via
Microsoft Excel. 
Edited, tweaked & corrected product descriptions and details when discrepancies were found and verified by the team.

Gear Guru Supervisor

Team lead on the redevelopment and movement of all of the Help Centers to Liveperson.com
Rewrote all Help Center content. 
Maintained metrics for all Help Centers in
Microsoft Excel.
Using metrics, constantly evaluated Help Center content to ensure it was helping customers and rewrote content based on negative feedback.

May 2007 - July 2007
Gear Guru
Answered technical gear questions for Gearheads via an internal chat system and email to help them close sales. Oftentimes the questions that customers would contact Gearheads with could not be answered via the information on the website.
Used experience and product knowledge or visually inspected products in the warehouse/contacted reps/vendors to answer questions.

Knowledge Base Supervisor

Supervised a team of 16 Gearheads that assisted customers via email only.
Maintained schedule
Processed weekly payroll
Created and maintained metrics for team via
Microsoft Excel. 
Team monitored items listed on ODAT sites from 6 pm to 8 am 7 days a week. 
Trained team members to monitor the various ODAT sites with Sales per hour goals provided by merchandising. These goals were used to determine when items needed to be swapped out to ensure maximum profitability.

First Responder Supervisor

Monitored the chats, phone calls & emails sent from Gearheads to customers for accuracy & quality
customer service.
Issued weekly Contact Summaries for Gearheads assigned to me via Microsoft Excel, which graded their performance on one random chat or phone call
& email each week.
Conducted weekly coaching sessions with Gearheads alongside their supervisor to go over Contact Summary.

Quality Analyst

Find out detailed information about James Ritchey, Manager of Customer Service in Salt Lake City, UT

James Ritchey: Manager of Customer Service in Salt Lake City, UT

James Ritchey

UTOPIA

Backcountry.com

Backcountry.com

Backcountry.com

Backcountry.com

Backcountry.com

Dean College