director resume example with 14+ years of experience

Jessica Claire
, , (555) 432-1000,
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.
  • 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.
  • Investment & Business Modeling
  • Data Analytics & Testing
  • Strategy & Execution
  • ROIC Evaluation
  • New Business Development
  • Contract Negotiations
  • Relationship Building
  • Critical Thinking & Problem-Solving
  • Conflict Management
  • Team Building
  • Training & Development
  • Long-Term Planning
Work History
10/2020 to 11/2022 Director University 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 10/2020 Director, Client Services & Experience Bergdorf 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 12/2012 Manager of Business Development and Sales LDV 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 08/2009 Director of International Marketing Caesars 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.
Expected in to to Certificate of Culinary Arts | French Culinary Institute, New York, NY GPA:
Expected in to to Bachelor of Science | Fashion Marketing University of Texas, Austin, TX GPA:
  • English & Chinese Mandarin
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    Resume Overview

    School Attended

    • French Culinary Institute
    • University of Texas

    Job Titles Held:

    • Director
    • Director, Client Services & Experience
    • Manager of Business Development and Sales
    • Director of International Marketing


    • Certificate of Culinary Arts
    • Bachelor of Science

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