marc hamlen

* Managed call center for largest B2B office supply company in the world. * Lowered customer care voluntary turnover rate for four consecutive years through innovative sales and customer relations strategies. * Increased sales from $1,500,000 to $4,200,000 through management of several large-scale sales projects. One of our most successful projects was a pilot program created to increase office supply revenue from schools. * Provided oversight fo all aspects of customer service department; teams of up to 40 individuals. * Handled employee performance reviews * Designed and administered an employee bonus structure

* Managed the customer service experience for one of the highest volume locations in the company. * Raised National Promoter Score (NPS) from bottom 20% to top 10% * Decreased ticket time from 30+ days to less than 72 hours * Built relationships with other functional departments to improve communication and streamline customer experience