Leah Spaulding

Background

About Leah Spaulding

As a product development and customer service professional, my expertise includes designing and executing brand strategy and managing all customer service aspects for product launch success. For the past 8 years, I have worked for Safety Services, starting as the Client Service Manager and advancing to Director of Operational Excellence and Customer Experience. I am experienced in the creation of new products, roll-out strategies, training, and content management. My background also encompasses 15+ years directing busy inbound/outbound call centers, monitoring key performance metrics, and implementing process improvements to drive positive results. I am adept at understanding consumer trends and insights, resolving challenging issues, and delivering high-quality service that translates well to the customer. My experience includes: • Dedicating resources and programs for successful inbound/outbound service and sales team operations. • Handling customer conflicts and providing effective solutions for resolution and retention. • Developing dashboards, global operating procedures and consistently evaluating and monitoring KPIs. • Building departments and managing busy frontline operations, including Spanish and International teams. • Directing and executing multiple employee engagement programs and training that improves morale and productivity. • Overseeing operational budgets and pushing multi-faceted projects to a timely and satisfying conclusion. • Managing the administration functions of Salesforce, including designing and overseeing the development process. I am a strong relationship builder, instilling a shared, enthusiastic commitment to customer service as a critical driver to achieving business and revenue goals. I prioritize excellent customer care, including training and developing teams with detailed product knowledge to effectively address customer issues and provide timely resolution. My career background includes working for DHL Express, where I managed a frontline team of 100+ representatives, including a Spanish team of 15 and a specialized international team of 20. I am proud to say that our teams ensured top-notch customer service and maintained a service level of 90/10 every 15 minutes throughout my tenure and as Customer Services Manager. Delivering world class customer service is my priority. Throughout my career, I have led by example and will continue to ensure smooth product delivery operations, customer satisfaction and retention, and drive market distinction.