Tyler Gemberling

Directed customer service programs for 400+ staff, improving service delivery and experience Managed KPI tracking and reporting for CSAT, SLA and response time to inform leadership decisions Collaborated with cross-functional teams to close process gaps and implement scalable fixes Created training and development programs that raised team performance by measurable amount Analyzed customer feedback and operations data to identify trends and drive continuous improvement Refined workflows and service processes to reduce response times by 10% and boost efficiency Coordinated with product and engineering to close high-priority defects causing frequent escalations. Delivered coaching sessions for front-line leads on SLA management and de-escalation techniques. Built weekly CSAT and SLA dashboards in Excel fed from Zendesk for executive reviews.

Led customer service operations, managing team performance, service quality, and daily workflow execution Implemented process improvements that enhanced efficiency and customer satisfaction Developed and delivered training programs to improve team capabilities and service consistency Collaborated with cross-functional teams to resolve complex customer issues and improve service delivery Monitored and reported on performance metrics to drive continuous improvement Created role-specific training modules for new hires covering CRM navigation and response templates. Built weekly KPI dashboard in Excel tracking CSAT, SLA breaches, and ticket backlog for leadership. Coached frontline agents on de-escalation techniques and complaint handling, improving repeat-call resolution. Managed daily shift assignments and staffing adjustments to maintain service levels during peak volume.