PL
Preston Long
- | E:-Dallas, Texas 75209
PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
Accomplished and creative Executive Manager possessing multifaceted
experience and proven ability to re-energize and restructure organizations,
develop strategic initiatives and capture emerging business opportunities.
Results-oriented, decisive leader adept at forging lucrative relationships with key
partners, vendors and clients. Recognized for turning around struggling company
operations to achieve sustained growth.
Professional telephone demeanor
Retail store support
Complaint resolution
Money handling abilities
CRM
Credit card processing
Receiving support
Inter-department collaboration
MS Office expert
Training and development
Customer Relations
Technical Support
Customer-focused
Effective problem solver
Adherence to high customer
service standards
Excellent time management skills
CUSTOMER SUPPORT MANAGER
03/2018 to 03/2020
THE LIST | Dallas, TX
Established and monitored customer service standards by employing
recognized and comprehensive benchmarks.
Assessed reports, monitored calls and analyzed vendor relationships to
identify process improvement opportunities.
Based in Dubai with offices in Lisbon, the company takes care of the entire
payment and fulfillment process and express ships to customers in 190
countries worldwide.
Coached employees to develop strong customer support skills to minimize
process issues and meet customer expectations.
Created and designed integration between Zendesk and Intercom to
manage our customer interactions as well as internal helpdesk.
DIRECTOR OF CUSTOMER SUCCESS
10/2015 to 12/2017
TempBuddy | Remote
Created and managed the Customer Success department from the ground
up with an international remote team.
Conducted online training sessions to new clients and led on boarding
process to ensure success rate -Help drive adoption and maintain top
accounts with key stakeholders -Devised and conducted continuous best
practice webinar sessions to the install base.
Developed and implemented new strategies and policies in collaboration
with executive partners to establish and achieve long-term business
objectives, providing company with strong and sustainable organizational
leadership.
Aligned organizational objectives with company mission, increasing
revenue, profit and business growth by collaboratively developing
integrated strategies.
FIELD ORGANIZER
08/2016 to 11/2016
Hillary for America | Remote, Indiana
Participated in training on field organizing, messaging, and other activities.
Organizing the Southern Indiana community, working in conjunction with
grassroots leaders and campaign staff.
Held organizational meetings to recruit new volunteers and supporters in
communities.
Used social networks to help amplify our message and to talk about the
work that we do.
FRAUD ANALYST
01/2012 to 01/2014
Citigroup | Irving, TX
Reviewed flagged transactions generated by our fraud detection systems
and determine risk and status of user.
Preston Long - page 1 - Analyze transaction patterns and respond quickly
to high-risk situations.
Identify changing fraud trends, document and report to appropriate
department personnel in a timely manner to assist in the reduction of fraud
loss.
Verified account activity and take appropriate action to minimize potential
fraud loss and customer inconvenience as well as leading and managing a
remote call center team.
Maintain daily and monthly performance standards, including those
pertaining to quality and quantity.
Document fraudulent activity; work with trend analysts to support tracking
and reporting efforts.
Partner with other functional areas of the Fraud Prevention department.
Escalated issues to various other functional areas as necessary regarding
unusual activity, abnormal transactions, and customer care issues.
Made recommendations for system and processes to increase efficiencies
and enhance customer service.
RETAIL GENERAL MANAGER
01/2010 to 01/2012
Sunglass Hut | Dallas, TX
As the Store Manager I was an on-the-floor leader, not only performing all
store functions, but also acted as a guide and role model for the team.
I Coached, developed and inspired the team so that everyone working in
the store served as a true ambassador for Sunglass Hut.
I created an environment where everyone delivers great service through
The Sunglass Hut Experience.
My leadership, energy and willingness to make quick decisions inspired
every store Associate to deliver The Sunglass Hut Experience that
translated into record- breaking sales.
Devised, deployed and monitored processes to boost long-term business
success and increase profit levels 120%.
EDUCATION
CERTIFICATIONS
Diploma | Venture Lab
10/2013
Stanford University, Stanford, CA
Venture Lab's philosophy is to make online courses more fun and engaging by
making them more experiential, interactive, and collaborative. On our platform,
you will not only have access to lectures by Stanford professors, but you will also
be able to form teams with people around the world and work on projects that
have an impact.
Google IT Support Professional
Customer Service Management
COVID-19 Contact Tracer
Remote Contact Center Management
NICE System Admin
