1. Clayton Henderson
1898 Ivy Road
Oceanside, CA 92054
530.354.4683
henderson79@gmail.com
Professional Profile
Business professional with 3 years leadership experience in customer solutions and operations. Have
over 15 years in the customer service industry with rapid career growth. Work well through change
management while continuing to build business acumen. Work through difficult situations with a sharp
analytical mind by organizing business priorities and ensuring strong leadership.
Acheivements In Leadership
h Led the Customer Support Department integration efforts for acquired Onward Healthcare
h Co-developer in creating a new employee recognition program "Service Heroes" including new
content, design, reward and sun setting of the current program, affecting over 2,000 employees in
multiple locations
h Decreased department abandonment rate from 40% to 3% through continuous coaching and support
h Developed "CS University," an electronic article to help disseminate important training materials to
over 30 working professionals
h Increased department quality from 87% to over 94%
h Developed multi-level department shadowing program increasing departmental Trust and Respect
Professional History
AMN Healthcare, San Diego, CA
Team Lead, Customer Support 2015 - Present
Responsible for leading and developing 9 team members in a department of 30 professionals across
multiple divisions. Continued coaching and support to maintain customer retention by leveraging
corporate and departmental competencies affecting 7,500 external and 2,000 internal customers.
h Daily or weekly 1:1 with team members, coaching on time management and excellence in customer
loyalty
h Assess knowledge and skill gaps according to performance data, real-time observations and
feedback in order to design training plans and activities that increase performance results.
h Assess and resolve escalated issues with resolution rate of 95%
h Provide feedback and process improvement ideas to Customer Service Management team on
opportunities to better align and leverage resources and procedures in order to best address
current business environment.
Senior Customer Account Manager 2014 - 2015
Managed over 400 accounts while maintaining the highest departmental satisfaction score month over
month. Assisted team leads with coaching, training and 1:1's for personal and professional growth.
h Developed and facilitated departmental training on over 20 Vendor Management Programs to
increase service excellence.
h Created and delivered a successful department wide presentation on "Crucial Conversations" to
enhance professional soft skills and escalation techniques.
h Provided coaching and feedback to new team members for their personal and professional growth.

2. Customer Account Manager 2012 - 2014
Managed up to 300 accounts while providing exceptional customer service. Met monthly metric goals
with a first call resolution rate above 70% and a satisfaction rating above 95%.
h Handled up to 30 inbound and 15 outbound calls a day, documenting each correspondence in our
company CRM database.
h Successful relationship building with internal and external customer by maintaining a professional
manner.
1-800-Contacts, Draper, UT
Customer Service Representative 2010 - 2012
Provided an exceptional customer service experience while maintaining company goals. Assisted in being
a mentor and quality coach for my team.
h Performed group one on one performance reviews to ensure the highest level of customer care
h Training mentor for new employees in sales and quality
h Developed quality solutions for phone agents by strategic planning and analysis of quality reporting
EyeDox Administrators, Salt Lake City, UT
Manger of Operations 2007 - 2009
Manager over Accounts Receivables, claims, and customer support. Managed growth of 15%+. Leader in
an initiative to improve company reputation by increasing claims dependability by 70%.
h Successfully implemented health, dental and vision benefits for business professionals
h Led our IT department in improving our self service and CRM data base by providing detail reporting
for administration professionals and easier navigation for our customer and clients
h Participated in conference calls, meetings and seminars with potential clients to provide
administrative performance metrics and company expectations
Awards of Excellence
VIP Award in Trust 2015
AMN Healthcare, San Diego, CA
This award is rewarded by CEO to one individual each year in the company because of their recognized
dedication to building trust and respect among departments.
You Make The Difference Service Award 2014
AMN Healthcare, San Diego, CA
Awarded to professionals at AMN Healthcare who have been recognized by their peers for excellence in
service.
Education
Bachelor of Arts, Art Studio, Option in Education 2004
California State University, Chico, Chico, CA