Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Websites, Portfolios, Profiles
  • Twitter: @JoeClaire01
Professional Summary

Talented, accomplished and loyal Call Center Executive focused on building high performing teams and culture rich environments. Over 15 years of experience in the call center, technology and engineering industries. Operational execution expert with strong analytical skills and a proven track record of building best in class centers, delivering incremental value and reducing customer effort while maintaining exceptional customer service. Also able to influence, motivate and lead teams in environments that help customers navigate technological advances and get the most from their devices.


Strong frontline relationships

Customer service excellence

Technology savvy

Performance optimization

Strategic planning

P&L responsibility

Organizational leadership

Multi-site operations

Consensus building and teamwork


Best practice sharing

Best in class operations

Work History
02/2016 to Current
Director, Customer Experience Kpmg Fort Lauderdale, FL,

Primary lead for transforming our Customer Service organization

Built Team of Experts

Created a new frontline position structure; Associate Expert, Expert and Sr. Expert

Transformed teams in all 17 internal sites and 2 service partners to provide dedicated support to geographically assigned customers

Built a new bonus structure for frontline and leaders

Designed our Expert to Sr. Expert promotion program

Resolved call routing challenges to supported customers being assigned to specific teams

Designed and implemented an entirely new metrics structure

Rebuilt the entire training program for new hires and current employees 

08/2008 to 02/2016
Director, Technical Care T-Mobile, USA City, STATE,

Led daily operations for our Colorado Springs Tech Care

Managed over 800 employees, with a $40M operating budget

Top ranked Tech Care center 4 years in a row

Denver Post Best Place to Work: always in the top 10; earned our best ever ranking of #6 last year

2nd lowest attrition in the company

Developed a frontline leadership program that resulted in 100% internal promotions

Created a recruiting and new hire structure that became the gold standard at T-Mobile

Heavy investment in frontline knowledge, leadership development and recognition

Reduced One Call Resolution by 6% resulting in significant cost savings

08/2001 to 08/2008
Director, Customer Care and Operations XO Communications City, STATE,

Responsible for leading 300-400 Engineering and Customer Care employees in two locations; Denver and Dallas

Switch Technicians (Lucent 5E, DMS500 and SONUS), Technical Care Reps and Billing Reps

Led the highest performing, most efficient region; all regions centralized into my location resulting in $20M annual cost savings

Successfully merged, integrated and led operations between XO Communications and Allegiance Telecom


PEAK Award; 2015

Winner Circle Award; 2012, 2013, 2014, 2015

Assigned to multiple stretch assignments; metrics team, quality steering team, recruiting, mentoring new Directors



Leading Operational Excellence; MIT Sloan School of Management 

Leading Strategic Growth; Columbia University

Leading Innovative Change; UC Berkeley

Essentials of Project Management and Mastering Project Management; Villanova University

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