Peter B.

Background

About Peter B.

I am passionate about winning the hearts of customers. Championing the delivery of extraordinary customer service and ensuring customers receive maximum value from products and services is the foundation of my career and the core of my employers’ business successes. Examples of my contributions are: Steering the vision, mission, values, and customer-first mindset for a high-performing customer success organization. Embracing and leveraging both traditional and digital methods of customer service, including call center, email, live chat, and marketplace messaging. Attracting and hiring high-quality applicants in customer service and creating an efficient onboarding process and effective customer service training programs for new hires. Inspiring teams to prioritize and satisfy the needs of customers, elevate customer service, and deepen engagement to foster a loyal customer base. Analyzing data to gain an in-depth understanding of customers’ preferences, needs, and expectations; measuring the effectiveness of customer success through defining and developing dashboards to track KPIs/metrics; and applying necessary strategies and changes to enhance the customer experience. I never miss the mark when it comes to putting customers first. Even while a company may be allocating resources to bring in new customers, thinking a more expansive customer base will lead to increased profits, I focus on innovating ways to delight, nurture, and retain existing customers. During my 15-year tenure at Wintergreen Corporation, revenue has increased from $10M to $50M, inside sales have grown by 40%, and the company has consistently maintained its A+ rating. My relentless focus on the customer experience played pivotal roles in strengthening revenue/sales performance and “advancing marketplace trust” in accordance with standards. Among other things, I emphasize to my employees how customer service is the face of the company and the interactions with customers through various channels needs to have continuity. Early in my career I held positions at Adventure Outdoors and Operant Materials Solutions. I graduated with a B.A. from Kennesaw State University. Here is an overview of my expertise and skills: Traditional & Digital Customer Service | Customer Service Mission, Policies, Standards & Values | Call Center Management | E-Commerce Customer Service | Sales & Business Development | Customer Service Dashboards | Data-Driven Decision-Making | Process Improvements | Brand Reputation Management | Team Hiring, Training, Development & Leadership