Zoe Callaghan

• Leading a large, cross-functional team of 55+ staff across remote and on-site locations, with a focus on engagement, coaching, and performance management in a fast-paced, service-driven environment
• Oversee day-to-day operations and contribute to strategic planning, ensuring service continuity, compliance, and alignment with organizational goals
• Implement scalable systems and standardized workflows that reduced inefficiencies, improved service levels, and supported team capacity across multiple locations
• Developed and delivered a streamlined onboarding and training program that significantly reduced ramp-up time, improved retention, and strengthened workplace culture
• Introduced performance metrics and operational reporting to improve accountability, track service delivery, and support data-informed decision making
• Recognized for fostering a supportive, high-performing culture that emphasizes trust, collaboration, and continuous improvement

• Oversaw operational expansion from a single-location startup to a multi-location healthcare provider, managing national service delivery and support functions
• Built booking and service infrastructure from the ground up, including implementation of CRM systems, automated workflows, and standard operating procedures
• Managed a team of 50+ staff, with responsibility for hiring, coaching, recognition, and creating a positive, inclusive workplace culture
• Collaborated with executive leadership and cross-functional teams to ensure operational alignment with evolving patient care standards and business growth
• Led service improvement initiatives that increased efficiency and patient satisfaction, while reducing waiting times and operational friction
• Known for empathetic, hands-on leadership and a commitment to creating safe, effective, and patient-centered service environments

Served as the first point of contact for the organization, professionally managing a high volume of incoming calls and inquiries with accuracy and efficiency, ensuring exceptional customer service.

Triaged and redirected calls to appropriate account managers, maintaining seamless communication and minimizing response times.

Welcomed and supported business partners, students, and visitors with a warm, solution-oriented approach, contributing to a positive and professional environment.

Managed incoming and outgoing mail, ensuring timely distribution and supporting operational flow.

Processed payments and updated account balances with accuracy and confidentiality, demonstrating attention to detail and trustworthiness in handling sensitive information.

Coordinated and delivered class materials in an organized and timely manner, supporting instructors and contributing to a smooth learning experience for students.

Baked and personally delivered dynamite cookies during afternoon break

Delivered accurate and efficient support for a wide range of customer service inquiries, ensuring prompt resolution and high customer satisfaction.

Handled complex service requests from commercial and industrial clients, demonstrating strong problem-solving skills and in-depth knowledge of waste management solutions.

Created and maintained customer accounts by effectively negotiating service agreements, documenting service types, pricing, and billing details with precision and compliance.

Identified client needs and proactively recommended additional products and services, contributing to increased revenue through consultative upselling.

Acted as a customer advocate, coordinating cross-departmental collaboration to resolve issues quickly and thoroughly while maintaining a strong customer-first approach.

Selected to mentor and support onboarding for new customer service agents due to strong performance in customer satisfaction, quality assurance, and sales effectiveness.

Recognized for leveraging refined negotiation techniques and product knowledge to consistently meet or exceed performance targets.

Strategically retained customers by identifying comparable service options and competitive pricing, consistently presenting personalized solutions to prevent service cancellations.

Resolved high-level escalations with empathy and professionalism, using active listening, emotional intelligence, and refined negotiation tactics to rebuild trust and satisfaction.

Protected revenue streams by focusing on win-win outcomes—offering refunds only when all other customer-centric retention strategies had been exhausted.

Exceeded key performance metrics by delivering organized, solution-focused support in every interaction, resulting in increased customer loyalty and repeat business.

Acted as a voice of the customer by compiling and analyzing feedback, proactively suggesting service and process improvements to enhance the customer experience.

Accurately processed orders, collected payments, and maintained up-to-date customer records, ensuring a seamless and secure service experience.

Successfully managed a high-volume call environment, responding to customer inquiries with professionalism, accuracy, and efficiency.

Built strong, trust-based relationships with customers by delivering expert product knowledge, which directly supported customer retention and business development initiatives.

Collaborated with internal departments and third-party partners to resolve complex service and billing discrepancies, ensuring timely and customer-focused resolutions.

Analyzed customer account and service histories to detect patterns and proactively address recurring issues, reducing repeat calls and improving the customer journey.

Processed payments and guided customers through setup of payment plans and options, improving financial accessibility and ease of service.

Actively collected and relayed customer feedback, recommending process and product improvements that enhanced long-term service delivery and customer satisfaction.

Maintained a forward-thinking, solution-oriented mindset in all interactions, consistently contributing to high customer satisfaction scores and service excellence.