Christopher Joseph
Lathrop
Summary
Passionate and customer-focused Customer Experience Specialist with over 10 years of experience in enhancing customer satisfaction and loyalty. Skilled in customer relationship management, problem-solving, and process improvement. Seeking to leverage my skills and expertise to contribute to your company.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Franchise Owner / Customer Support Agent
Cruise Planners
01.2020 - 01.2025
- Delivered white-glove customer service and remote troubleshooting for travel clients via phone, email, and messaging.
- Resolved time-sensitive customer inquiries and payment issues across global vendors, ensuring high customer satisfaction.
- Used CRM systems (including Salesforce) to track customer profiles, bookings, and preferences while escalating issues when necessary.
- Enhanced the customer experience by providing education, transparency, and fast resolution of travel concerns.
- Leveraged CRM software (Salesforce) to manage over 120+ customer support interactions weekly, resulting in a 15% increase in first-contact resolution rates over a 6-month timeframe and enabling comprehensive tracking of client feedback and service metrics.
- Remote
Pest Control Technician
AAI/Rentokil-Terminix
01.2019 - 01.2025
- Performed inspections and treatments with professionalism, prioritizing the customer experience at each service call.
- Handled customer inquiries by explaining treatment plans, safety precautions, and follow-up steps to build trust.
- Entered service data into CRM systems (including Salesforce) to maintain accurate client histories and regulatory compliance.
- Delivered high-quality customer service, resulting in repeat clients and improved customer satisfaction.
- Utilized Gainsight for tracking service delivery metrics over 18 months, capturing and analyzing customer satisfaction data post-treatment to inform quarterly process enhancements impacting 250+ client accounts.
- Exercised judgment in selecting appropriate pest management techniques for 30+ weekly site visits, applying EPA-compliant products and digital monitoring tools to ensure effective treatments while maintaining client safety standards.
- Optimized workload management across 30+ weekly site assignments by reallocating technician routes using ServiceTitan and Salesforce data analytics, reducing travel time by 22% and increasing on-site productivity over an 18-month period.
Team Lead
Target
03.2010 - 03.2013
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
High School Diploma -
Hayward High School
HaywardNo Degree -
Chabot College
Hayward, CASkills
- Customer Success & Client Retention, Multichannel Support (Phone, Chat, Email), Salesforce, JIRA, CRM & Knowledge Management, Remote Collaboration & Ownership, Web3, ROI & Staking Fundamentals
- Troubleshooting & Root Cause Analysis, Schedule & Workflow Management, Conflict Resolution & De-escalation
- Social media control
- Marketing tactics
- Operations management
- Business management
- Business planning
- Relationship building
- Small business operations
Certification
- Branch II Pest Control License
- California
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Franchise Owner / Customer Support Agent
Cruise Planners
01.2020 - 01.2025
Pest Control Technician
AAI/Rentokil-Terminix
01.2019 - 01.2025
Team Lead
Target
03.2010 - 03.2013
High School Diploma -
Hayward High School
No Degree -
Chabot College