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Director of Customer Service

I am a veteran customer service professional of more than 14 years who is passionate about building cohesive teams that work together to achieve a shared vision.  I have extensive experience leading both in house and outsourced customer service operations.  I possess the unique ability to lead strengths-based teams that are both high in morale and low in turnover, and are able to achieve the utmost in quality and efficiency.  In addition, I am adept at adopting and supporting new technologies and am a proven customer service and experience thought leader and social media expert.

-Manage an in-house contact center of 27 customer service representatives with virtually no attrition.
-Hire, train, schedule and manage an onshore, outsourced call center with 30+ agents as a dedicated, overflow, weekend, and overnight solution in order to maintain a 24/7/365 customer service presence.
-Implemented and managed cloud-based and/or hosted CRM, ticketing, chat support, social media and contact center solutions.
-Design and manage a voice of customer program to accurately gauge customer satisfaction consistently at 85%.
-As a customer service thought leader, founded CommunicateBetterBlog.com with the purpose of building a customer service team and company culture focused on AWESOME customer service.
-Winner of the 2014 bronze Stevie award for customer service department of the year and NYER customer service best practice award in 2013.

-Hired, trained, scheduled and managed a team of 15-20 customer service agents.
-Demonstrated the ability to find solutions for even the most difficult customers and situations through a blend of
ownership and superior problem solving.
-Achieved fluency in MySQL to solve complex problems and gather data essential to running a customer care operation. §? Maintained a 24/7/365 customer service operation that achieved consistent service levels.
-Built the customer service operation for start-up, Phone.com beginning in 2007.

Customer Service Manager

-Responsible for handling a high volume of calls, emails and chats and delivering awesome customer service 
-Acquired a broad technical knowledge in the areas of web design, domain names, email configuration, MySQL, UNIX, HTML, and network configuration.
-Set myself apart with initiative, ownership, problem solving, an ability to get along with people, and adapt to many different situations.

Customer Service Representative

Find out detailed information about Jeremy Watkin, Director of Customer Service in San Diego, CA

Jeremy Watkin: Director of Customer Service in San Diego, CA

Jeremy Watkin

Phone.com

TierraNet/Phone.com

TierraNet, Inc

Azusa Pacific University

Point Loma Nazarene University