director resume example with 14+ years of experience
JessicaClaire
, , (555) 432-1000, resumesample@example.com
Professional Summary
CUSTOMER SERVICE EXECUTIVE
To ideate new ways to elevate the customer and user experience.
Customer Service Executive with 20+ years’ tenure in luxury sales and service. Experience in transforming customer
operating models to build franchise health. Skilled at managing complex and large sales teams in rapidly changing
environments. Adept at value creation in both growth and retention businesses. Results oriented and data driven.
Able to establish trust quickly, inspire by storytelling, and motivate through humility and candor.
SELECT ACHIEVEMENTS
Drove development and execution of long-range customer strategy in highly volatile post COVID environment.
Restructured selling organizations, compensation models, and various roles to boost operational efficiencies,
maximize business performance, and increase employee satisfaction.
P&L responsibility for team with 600+ employees. Drove 11 consecutive seasons of cost-savings after nearly 10
years of payroll, promotional, advertising, discretionary, etc. budget increases.
Skills
Drive vision in each channel of distribution thinking about opportunities to deliver differentiation, scale, and
Customer relevance.
Infuse organization with customer-centric mindset to that is forefront of all overarching initiatives and
Foundation to customer operating frameworks.
Skilled at cultivating environment of collaboration across business teams and outside partners. Known for
Navigating ambiguous situations and solving complex problems quickly.
AREAS OF EXPERTISE
Investment & Business Modeling
Data Analytics & Testing
Strategy & Execution
ROIC Evaluation
New Business Development
Contract Negotiations
SKILLS
Relationship Building
Critical Thinking & Problem-Solving
Conflict Management
Team Building
Training & Development
Long-Term Planning
Work History
10/2020 to 11/2022DirectorUniversity Of North Carolina Greensboro | Fort Collins, CO,
Drove development and execution of customer strategy in highly volatile post COVID environment
Created
customer engagement framework, led new OS interface application roadmap, and implemented rules of
engagement to Sales Teams
Derived insights regularly to support analytic projects offering predictive
intelligence for ongoing decision-making
Directed future process improvement projects with technical teams to
ensure alignment with over-arching priorities and cross functional strategies
Ignited new revenue streams by enabling remote selling capabilities and attribution generating over $100M
in gross demand with AOV 3x’s greater
Restructured organizations, roles, and compensation models to boost operational efficiencies, maximize
business performance, and increase employee satisfaction
Launched digital sales team of 20 pilot associates
Designed lean incentive programs increasing new client acquisition by 9% and conversion up 20%
Championed automation of business flows and insights
Main advisor to Product Development and IT Teams
Facilitated real-time communication of sales goals and effectiveness to all key stakeholders
Prepared weekly board business recaps and quarterly sales budgets and forecasts.
11/2014 to 10/2020Director, Client Services & ExperienceBergdorf Goodman | City, STATE,
Headed customer development, experience, and execution of omni-channel growth strategy
Trusted partner to
SVP of Sales & Operations
Member of Executive Leadership Team accountable for business success
Led $600M business with 30+ direct reports in Client Services and Selling Operations Teams
P&L responsibility for team with 600+ employees
Drove 11 consecutive seasons of cost-savings after nearly
10 years of payroll, promotional, advertising, discretionary, etc
Budget increases
Achieved high staff morale and retention through effective communication, prompt problem resolution,
proactive supervisory practices, and facilitation of proactive work environment
Designed and launched “Private Client Services” program to service top-tier and priority customers inclusive
of program offerings, engagement incentives, and gifting guidelines
Initiated and nurtured relationships with clients and community establishing long-term business growth
Built associate productivity measuring tool
Set service metrics and goals to support customer and market-
driven culture and address company priorities
Created reporting suite to deliver sales forecasts aligned with objectives and expectations
Navigated cross-
functional development to deliver client insights, business analysis, revenue opportunities, and internal
intelligence reports.
12/2010 to 12/2012Manager of Business Development and SalesLDV Hospitality | City, STATE,
Translated vision for customer facing protocols and service standards in partnership with the Director of
Operations
Developed and produced playbooks for all customer facing roles
Trained all new hires on customer
facing engagement standards and service protocols to ensure consistent messaging
Orchestrated positive customer experiences by daily sales operations for front of house personnel
Team Daily Responsibilities: Fielded 25-50 virtual or live inquiries; facilitate events end-to-end; grow brand
awareness and increase new clientele
Oversaw events and developed marketing initiatives to repeat business, corporate services, and external
partnerships
Successfully increased average check by 25%
Greeted and engaged with customers to encourage feedback
Used data to implement positive changes.
01/2005 to 08/2009Director of International MarketingCaesars Palace Hotel & Casino | City, STATE,
Built and managed new client relationships by satisfying incoming inquiries, promoting hosting services to
potential players, and provided services that exceeded expectations
Developed existing relationships by always
maintaining a constant pulse on client and business activity to ensure clients' experiences were curated, relevant,
and prompt
Followed-up and engaged consistently to reinforce value add and further deepen customers' loyalty
Acted as the client advocate bridging the voice between Caesars internal teams & external clients and partners
Proven success and track-record of account management by consistently surpassing monthly acquisition
goals and securing 2nd trip with 40% of new clients
Managed $250M credit portfolio of 1,000+ repeat, high limit players
Cultivated relationships and increased
CLV by doubling credit lines over time
Developed new market territories with curated programs and special events targeting high-network
individuals in Southeast Asia, London, Mumbai, and America
Anticipated needs of senior executives and marketing sales teams and provided balance where needed, with
understanding where and when resources need to be directed for optimal impact.
Education
Expected in to to Certificate of Culinary Arts | French Culinary Institute, New York, NYGPA:
Expected in to to Bachelor of Science | Fashion MarketingUniversity of Texas, Austin, TXGPA:
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