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Paula Mandeville

@paulamandeville

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Customer service leader at WASTE HARMONICS KETER who scaled a 70-person support organization and cut handling time 75%.

United States

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At WASTE HARMONICS KETER, I built and scaled a 70-person global support organization, leading regional managers, supervisors, and BPO partners. By redesigning workflows and strengthening coaching and performance management, I reduced handling time by 75% in three months.

At HUBBELL INCORPORATED, I led global contact center operations and redesigned workflows, deploying AI-enabled routing that improved response times by 75%, raised customer satisfaction by 31%, and reduced inbound volume by 15%. I also used Voice of the Customer insights to shape strategic decisions and established a Customer Service Council to align teams on process changes and CX priorities.

Experience

Work history, roles, and key accomplishments

Head of Customer Service Transition

Waste Harmonics Keter

Jan 2025 - Jan 2026 (1 year)

Built and scaled a 70-person global support organization, leading regional managers, supervisors, and BPO partners. Reduced handling time by 75% in 3 months by redesigning workflows, strengthening coaching, and implementing performance management rigor.

Customer Support Strategy Customer Service Operations Performance Management Workflow Redesign AI Powered Support BPO Management Standard Operating Procedures Documentation Frameworks

Head of Customer Service & Support

Hubbell Incorporated

Jan 2022 - Jan 2025 (3 years)

Led global contact center operations supporting 7K+ B2B customers across 15 business units, overseeing 200+ employees and driving enterprise CX strategy. Redesigned workflows and deployed AI-enabled routing, elevating response times by 75%, increasing customer satisfaction by 31%, and reducing inbound volume by 15%.

Customer Experience Strategy Call Center Operations AI Assisted Routing Workflow Redesign Voice Of Customer Executive Reporting Change Management Cross functional Leadership

Director, Customer Service

Hubbell Incorporated

Jan 2019 - Jan 2022 (3 years)

Redesigned service strategy based on business requirements and enhanced quality programs, boosting performance metrics including CSAT by 31% and cutting response times 75%. Reduced contact volume by 30% via improved digital content, expanded self-service, and customer communication.

Customer Service Strategy Quality Assurance CSAT Improvement Self Service Expansion Contact Center Analytics AI Assisted Routing Coaching Mentorship

Senior Director, Client Services

Ethan Allen Interiors, Inc.

Jan 2013 - Jan 2019 (6 years)

Led multi-channel support operations (phone, email, chat, marketplace), standardizing workflows and improving execution quality across a distributed frontline organization. Built training and enablement programs that improved frontline readiness and reduced friction in customer interactions.

Multichannel Support Workflow Standardization Training And Enablement Cross Functional Collaboration Service Improvement