Ross Parmly

Business Development Executive

Louisville, Kentucky, United States19 yrs 2 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 13 years of management experience
Expert in building high-trust teams
Proven track record in customer support operations

Stackforce AI infers this person is a Customer Support and Management professional with extensive experience in remote team leadership and operational excellence.

Contact

Skills

Core Skills

LeadershipCustomer ServiceManagementPublic RelationsTechnical Support

Other Skills

MentorshipGoal settingOperational planningProject managementTechnical troubleshootingCross-team collaborationTeam-wide communicationCultural leadershipOperational managementHuman resourcesIT supportHiringOnboardingCulture developmentPricing analysis

About

I'm a Customer Support and Management professional currently working remotely for Buffer, a remote company focused on building tools to help customers grow their brands and businesses. I've got over 13 years of management experience ranging from small-team leadership, to overseeing multiple departments as the General Manager of an e-commerce business. I'm passionate about building high-trust teams, creating clear communication, and thinking strategically about customer support operations. My current work at Buffer has given me over 10 years of remote experience and being part of a globally distributed team. Most currently I've got the privilege of being a Senior Manager on our Customer Advocacy team, and support our team and customers through a variety of key tasks: • Leadership and mentorship • Goal setting and operational planning • Project management and cross-team collaboration • Technical troubleshooting and support • Team-wide communication Please feel free to reach out if you have any questions or if I can help you in any way!

Experience

19 yrs 2 mos

Total Experience

4 yrs 9 mos

Average Tenure

10 yrs 9 mos

Current Experience

Buffer

3 roles

Senior Customer Advocacy Manager

Promoted

Dec 2022 – Present · 3 yrs 5 mos

Buffer is a fully-distributed remote company focused on building tools that help customers grow their brand and business through social media. I'm privileged to be a Manager on our Advocacy team, and work alongside world-class teammates to deliver a high quality support experience to all of our customers.
I'm thankful that my work here gives me the opportunity to grow and flex a variety of skillsets, as the specifics of the role change regularly. Here are the core components of what I do each day:
Leadership and mentorship for a team of globally distributed direct reports
Quarterly planning and goal setting for our Advocacy team
Writing for initiatives, training, and team communication
Research and implementation for new processes
Project management and research/data analysis
Technical troubleshooting for customers
Collaborating on cross-team initiatives
Operational oversight

LeadershipMentorshipGoal settingOperational planningProject managementTechnical troubleshooting+3

Customer Advocacy Manager

Promoted

Jan 2016 – Dec 2022 · 6 yrs 11 mos

Customer Advocate

Aug 2015 – Jan 2016 · 5 mos

Prima, llc

3 roles

General Manager

Promoted

Jan 2014 – Aug 2015 · 1 yr 7 mos · Louisville, KY

Provide cultural and operational leadership to all Prima companies: Prima Supply, Prima Coffee, Restaurant Equipment Parts, and Ancap USA
Manage operational, company-level tasks like human resources, IT support, hiring, onboarding, culture development, pricing discussions, product analysis, and financials
Focus the energy of each team (customer service, marketing, business operations and order fulfillment) toward creating a smooth sales process and memorable experience for our customers
Interface with our customers often to keep a pulse on how we can better serve them and get them products that help them solve problems and pursue their goals

Cultural leadershipOperational managementHuman resourcesIT supportHiringOnboarding+6

Director of Customer Service

Promoted

Sep 2012 – Dec 2013 · 1 yr 3 mos · Louisville, KY

Led and coached a talented team of Customer Account Managers and empowered them to deliver successful support and sales experiences to our customers
Created a fun and engaging team culture so teammates were able to work closely and openly with one another
Oversaw hiring and onboarding of new staff, ensuring they were trained across all of our products and support processes

Team leadershipCoachingTeam culture developmentHiringOnboardingLeadership+1

Customer Account Manager

Mar 2011 – Sep 2012 · 1 yr 6 mos · Louisville, KY

Ensured a quality support experience through interactions over the phone, email and live chat
Managed our email inbox, ensuring that customers received a well-written response that solved their problem or answered their question
Maintained high levels of product knowledge and awareness so I could help customers find the perfect pieces of restaurant and coffee equipment for both commercial and residential applications

Customer supportProduct knowledgeCommunicationCustomer Service

Best buy

PC and Connections Specialist

Feb 2010 – Mar 2011 · 1 yr 1 mo · Louisville, KY

Managed our sales floor traffic ensuring that every customer was paired with an associate who could help them
Helped customers find the right solutions to all of their computer and mobile needs
Made sure that every customer left the store feeling cared for and appreciated

Sales managementCustomer solutionsCustomer careCustomer Service

Moxley carmichael

Public Relations Intern

Jul 2009 – Aug 2009 · 1 mo · Knoxville, TN

Supported clients for leading PR firm in Knoxville, TN through press release writing, event coverage, research, media communication, deliveries, and clipping local and national press coverage.

Press release writingEvent coverageResearchMedia communicationPublic Relations

Pilot travel centers

Technical Support Intern

Jan 2004 – Jan 2007 · 3 yrs

Serviced computers for largest seller of diesel fuel in the United States. Performed system updates, installed hardware, and did repairs on employee machines to get them up and running quickly. Set up and configured PCs for corporate managers meeting. Helped develop interactive online training for retail employees.

Technical supportSystem updatesHardware installationEmployee trainingTechnical Support