Rick L.

• Led a team of Customer Success Engineers through the recruitment, onboarding, training, and mentoring process, resulting in a cohesive and highly motivated team. • Prioritized employee morale and implemented employee development initiatives, leading to increased internal retention rates and overall team satisfaction. • Aligned team goals with organizational objectives, established specific performance goals for direct reports and provided regular feedback and performance evaluations to ensure individual and team growth. • Provided strong leadership, guidance, and support to address account-related issues, resulting in effective resolution and improved NPS customer satisfaction results. • Identified opportunities to enhance processes, leading to improved efficiency, organization, and customer satisfaction. Implemented necessary changes and effectively tracked results. • Collaborated closely with internal partners, including engineering, account management, product management, and IT, fostering effective communication and teamwork to resolve issues and drive business growth. • Identified systemic and pervasive issues related to products and processes and drove actions to prevent future problems, resulting in improved overall product quality and customer experience.

• As the leader of technical customer service for the Table Service Product Team, I cultivated a highly efficient and motivated team, driving them toward exceptional performance. • Oversaw the full spectrum of personnel activities, including interviewing, selection, development, coaching, motivation, rewards, counseling, and corrective actions in alignment with company culture, processes, practices, and employment laws/regulations. • Maintained open and regular communication with management, ensuring that support services were consistently aligned with business goals and exceeded customer expectations. • Implemented real-time monitoring of Technicians to assess productivity, metrics, employee demeanor, technical accuracy, and adherence to company policies, resulting in a notable increase in customer loyalty and retention. • Conducted comprehensive reviews of cases and case management to drive process improvements. • Played a key role in developing new support processes and enhancing existing ones, working closely with the management team. • Contributed to the organization's focus on problem and call prevention, resolution documentation, and workforce efficiency, striving for excellence across all areas. • Established and nurtured relationships with counterparts in other departments, enabling the team to drive customer satisfaction collaboratively.

• Orchestrated the comprehensive operations of the Support Center, with accountability for first and second-tier troubleshooting, situational management, and the implementation of process enhancements to ensure the realization of goals and objectives. • Spearheaded the recruitment, training, management, and professional development of a versatile Support Center team, providing adept leadership and technical guidance that proved instrumental in supporting the RGMs. • Defined efficient work procedures, optimized work schedules, and streamlined workflow processes, fostering increased efficiency in operations. • Collaborated closely with Team Leaders, offering valuable support in leading and directing their respective teams. • Pioneered the development and deployment of authorized policies, procedures, and standards, ensuring a standardized and effective approach across the Support Center operations. • Monitored and analyzed Support Center metrics to assess operational effectiveness, providing insights for continuous improvement initiatives. • Championed the design and adaptation of programs aimed at enhancing both productivity and quality, demonstrating a commitment to ongoing innovation. • Demonstrated exceptional project leadership as the assigned project manager of the Pizza Hut Support Center for a diverse range of Pizza Hut-based PMO projects. Notably, these projects encompassed pivotal initiatives such as Internet Ordering, VSAT installation, Call overflow, Virtual Call Centers, CMC software replacement strategy, and the significant relocation of the Dallas Pizza Hut Support Center to Louisville. • Introduced "The Catch" recognition award, rewarding team members who exceeded expectations and consistently demonstrated exceptional customer service. Key Achievement: • Received YUM! Brands CIO's RIS Rock Award twice for exceptional leadership contributions to the Pizza Hut Support Center.