steven waters

manager, customer success

About

16+ years of customer service experience. Happy employees lead to happy customers!

Country

united states

City

winterville

Industry

telecommunications

Skill

customer service, sales, management, customer experience, e commerce, leadership, contact center operations, team leadership, contact center management, sales management, forecasting, microsoft office, training, inventory management, team building, performance improvement, retail, microsoft excel, customer satisfaction, sales operations, budgeting, public speaking, quality assurance, project management, technical training, social media, logistics, microsoft word, microsoft powerpoint, strategy, marketing, employee training, hiring, coaching, distribution, time management, strategic planning, inventory control, merchandising, business development, operations management, account management, visual merchandising, social media marketing, purchasing, contract negotiation, teamwork, cross functional team leadership, marketing strategy, problem solving

Experience

contact center director

camping world and good sam

2013-8 - Present · 13 yrs 2 mos

Align the customer service vision with the business strategy, as well as anticipate problems and resolve unforeseen events that affect the customers’ experience Enhance customer experience by being the voice of the customer and providing customer service thought leadership Lead and develop direct and indirect reports utilizing effective leadership development and communication skills while establishing expectations and goals for the department

gander technician and firearm technical sales supervisor

overton's

2007-3 - 2013-8 · 6 yrs 6 mos

technical sales supervisor | technical sales representative | telephone sales representative

overton's

2003-1 - 2011-1 · 8 yrs 1 mo

* My responsibilities included: * Monitor telephone calls to observe associates demeanor, accuracy and conformity. * Monitors progress of daily processes, determines work procedures and expedites workflow. * Adjust call rotation as needed. * Provide training for associates as needed. * Studies and standardizes procedures to improve efficiency of department operations. * Respond to customer complaints. Answer questions about service both internal and external. * Maintain staffing levels daily according to call volume