Malachi Biffle

I joined Emprise to start work in the Wichita area. I assist customers with their banking, specifically in the areas related to credit and debit cards. I ensure their security and the security of the bank's funds, while helping them access their funds and plan for better financial health by recommending products and services the bank offers.

While at Vego Garden, my training of Customer Service and Operations staff was so comprehensive and leagues ahead of training standards for other departments that the CEO placed me in charge of training staff across the board for the whole company, as well as creating a searchable handbook of information based on customer and CSR questions over the course of 2021 to be shared across departments.

I joined Eldergrow to gain experience helping people in the senior care industry. I was placed in charge of managing existing B2B relationships, as well as rolling out new ones, in eight states, while also administering a grant from the state of Oregon. I was also in command of recruiting and onboarding contractors to assist those customers in states that I was not personally present.

I was hired by Vego Garden to rapidly build and scale the Customer Service Department from one existing CSR and myself to a team of a dozen in order to handle explosive business growth. During that time, I grew our Google Reviews from 0 to over 400, and created numerous efficiencies to allow a small team to field hundreds of requests a day, seven days a week.

I directly supervised up to 16 baristas including maintaining or adjusting the schedule as needed, supervising and coaching in real time, and handling escalated and complicated customer issues, while maintaining inventory levels and ensuring customer satisfaction. I also successfully trained baristas for a 100% pass rate for TABC Seller-Server Certification.

I was given responsibility at FamilyTreeDNA for supervising a team of dozens of CSRs with special training in genetics and genealogy. I streamlined the escalations process, as well as productivity tracking, by partially automating inputs and excising unnecessary data, ultimately increasing efficiency of department by 50% through active talent management, benchmarks and coaching.