Ivery Barnett
Eagan
Summary
Customer Operations Leader with a decade of experience in optimizing client engagement and improving issue resolution rates. Focused on building cross-functional collaboration among Operations, Quality, Engineering, and Customer Success, while enhancing documentation and communication strategies to deliver consistent, reliable outcomes.
Overview
15
15
years of professional experience
Work History
Senior Customer Account Manager
Quality Tech Services
Bloomington
02.2023 - Current
- Strengthened long-term client relationships through expectation alignment, personalized account strategy, and proactive outreach.
- Improved long-term issue resolution rates by 15–30% through workflow enhancements and structured communication.
- Reduced recurring escalations by 20–40% by strengthening documentation and accountability.
- Coached employees on expectations, communication standards, and workflow discipline to enhance team alignment.
- Analyzed CRM pipeline activity and order trends to support leadership forecasting and strategic planning.
- Served as central communication hub for Quality, Operations, Engineering, and Customer Success to streamline collaboration.
Customer Service Coordinator
Quality Tech Services
Bloomington
12.2014 - 02.2023
- Resolved escalations with empathy and effective problem-solving strategies to maintain customer satisfaction.
- Served as knowledge resource for customers and internal teams by delivering prompt and clear responses.
- Mentored new team members and developed onboarding materials to enhance training process.
- Rapidly acquired proficiency in multiple systems, becoming a subject matter expert relied upon for process guidance.
Associate Buyer Planner
Quality Tech Services
Bloomington
04.2014 - 12.2014
- Achieved 100% accuracy in purchase orders by rigorously reviewing specifications and compliance requirements.
- Coordinated with warehouse and operations teams to ensure timely alignment of materials with production schedules.
- Proactively identified and communicated material risks to Operations and Quality to mitigate potential disruptions.
Department Manager
Von Maur
Eden Prairie
09.2011 - 04.2014
- Directed daily operations for a high-volume department.
- Resolved complex customer issues as escalation point, improving customer satisfaction and retention.
- Trained and coached sales associates, enhancing team skills and accountability through monthly performance reviews.
- Developed training plans for new hires, ensuring service standards were consistently reinforced.
Education
HRCI Human Resources Certificate -
Coursera
07-2026
B.A. - English
Northern Illinois University
DeKalb, IL05.2007
Skills
- Client Onboarding
- Account Growth Strategies
- Client Retention
- Customer Education
- Documentation management
- Employee relations
- Collaborative teamwork
Websites
Community
Adult Education Tutor (Volunteer), MSP Community Education, 01/16, Present
Timeline
Senior Customer Account Manager
Quality Tech Services
02.2023 - Current
Customer Service Coordinator
Quality Tech Services
12.2014 - 02.2023
Associate Buyer Planner
Quality Tech Services
04.2014 - 12.2014
Department Manager
Von Maur
09.2011 - 04.2014
HRCI Human Resources Certificate -
Coursera
B.A. - English
Northern Illinois University