Justin Bodamer
@justinbodamer
Customer support leader driving operational efficiency and exceptional customer satisfaction.
United StatesWhat I'm looking for
I am a strategic customer support leader with progressive experience in fast-paced SaaS and financial services environments, focused on building customer-centric operations and optimizing support through automation. I have implemented platforms like Salesforce and Talkdesk to streamline workflows and improve support metrics.
Across roles I have driven measurable improvements — reducing average handle time by 20%, cutting after-call work by 50%, achieving a 90% average CSAT, and raising service quality to 97% in prior positions. I have led teams, defined KPIs, developed operational reporting for executives, and managed critical escalations to positive outcomes.
I contribute beyond operations through industry engagement, serving on advisory boards and education committees, and hold credentials including CompTIA AI Essentials CompCert. I seek to apply my leadership, change management, and analytics-driven approach to help organizations scale support and elevate customer loyalty.
Experience
Work history, roles, and key accomplishments
Vice President, Customer Care
Firstrust Bank
Jan 2021 - Present (5 years 5 months)
Spearheaded strategic direction and operational oversight of customer care across channels, implemented Salesforce and Talkdesk to improve workflows, reduced average handle time by 20% and after-call work by 50%, and maintained a 90% average CSAT.
Executive, Customer Relations
Ally Bank
Jan 2019 - Jan 2021 (2 years)
Managed executive-level client communications and deposit operations, exceeded quality standards with a 97% service quality rating and represented client voice in cross-departmental planning and issue resolution.
Sr. Manager, Client Support and Success
Member Solutions
Jan 2014 - Jan 2018 (4 years)
Implemented customer satisfaction metrics and ticketing processes, led proactive client engagement that reduced attrition by 84% and increased Net Promoter Score by 80 points.
Education
Degrees, certifications, and relevant coursework
Justin hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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