Open to opportunities

Connor Capes

@connorcapes

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Operations Associate skilled in enhancing client experiences, team management and upholding SLA's.

United States

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What I'm looking for

I am seeking a role that allows me to leverage my operations expertise in a dynamic environment, focusing on enhancing customer experiences and driving team success.

I'm an Operations Associate with a strong background in a face paced start-up and customer success. My experience at Alcove Rooms has equipped me with the skills to design and implement effective tenant-facing policies that enhance clarity and reduce operational friction. I take pride in managing a team of support assistants, optimizing communication, and ensuring a timely resolution to client problems, which has significantly improved their satisfaction.

Prior to my current role, I honed my customer service skills at Policygenius, where I was the primary point of contact for B2B correspondence. I averaged 80-90 client interactions daily, leveraging CRM software and Excel to meet and maintain key metrics. My ability to analyze data and provide actionable feedback has been instrumental in improving workflow efficiency across teams.

Experience

Work history, roles, and key accomplishments

Current

Operations Associate

Current

Alcove Rooms

Jan 2022 - Present (3 years 5 months)

Designed and implemented a comprehensive suite of tenant-facing policies, enhancing clarity and reducing operational friction. Managed a team of 3 overseas virtual assistants, delegating and optimizing responses to tenant inquiries, support tickets, and email communications using internal tools and KPIs.

Policy Implementation Team Management Legal Documentation Data Analysis Customer Relationship Management KPIs

Customer Success Associate

Policygenius

Nov 2020 - Present (4 years 7 months)

Served as the primary point of contact for B2B correspondence, understanding best practices in the insurance industry while maintaining company standards. Averaged 80-90 client interactions per day, acting as the domain expert for the company’s second-largest customer.

B2B CRM Software Customer Support Workflow Optimization Policy Management

Sales Associate

Landmark Properties

Mar 2017 - Present (8 years 3 months)

Sold leases in person, over the phone, and via email while attending university. Coordinated tours of the facility and model units, demonstrating the value proposition of the property and company.

Sales Customer Service Property Management Communication Relationship Building Lease Management Client Engagement Presentation Skills

Office Administrator

Livingston International

Jun 2015 - Present (10 years)

Managed a detailed Excel spreadsheet to keep track of incoming shipments. Worked with a number of international customers over the phone.

Data Management Excel Communication Administrative Support Shipment Tracking Record keeping Problem Solving Organizational Skills

Education

Degrees, certifications, and relevant coursework

Appalachian State University

Bachelor of Science, Psychology

Activities and societies: Appalachian State University Popular Programming Society, Peer Advisor: Psychology Department

Graduated with a Bachelor of Science in Psychology with a concentration in Business. Relevant coursework included Organizational and Industrial Psychology, Micro and Macro Psychology, Survey of Management Economics, Business Law, Sociology of Work and Organizations, and Statistics.