Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Links
www.linkedin.com/in/Jessica-Claire/
Professional Summary
Forward-thinking Marketing Director with proven track record of driving business strategy, results and delivering exceptional customer experience (internally and externally). Passion for developing people, scaling teams and building strong company culture and community.
Skills
Strategic planning
Training and development
Program and department leadership
Project management
Employee relations
Budgeting and allocation
Workforce improvements
Optimizing performance
Business development
Vendor management
Client account management
Customer Experience Operations
Staff Management
Work History
09/2018 to 08/2019
Director of Customer SupportRockstar Games – Manhattan, NY,
Versatile Sr. Leadership role with dual responsibilities of Denver Site Leader and Director of Customer Support
Worked with Product roadmap to ensure customer experience was included in enhancements and changes; culminated in launch of National billing product
Along with Engineering, developed standardized emergency response protocol for system / site down scenarios
Represented the voice of the customer regarding product experience, expectations, and value at the Executive level
Directed team of 1 Manager, 14 distributed Support Representatives across the United States as well as an offshore team of 5, developing customer experience programs exceeding CSAT goals by 10%
Formalized a training and content team of 3 to support internal and external educational content
Oversaw Denver culture and employee relations, hired and directly supervised Office Manager
Programmed and performed full cycle recruiting for company growth of 35 to 100 employees in 6 months across Denver, Austin and San Francisco until People team were hired
05/2016 to 08/2018
Senior Manger, Agent Care Operations ManagerRoku – Austin, TX,
Served in a strong employee management role with split responsibilities of Training & Development and Customer Experience
Directed the Agent Care training program, managing 4 Associate Trainers and 1 Quality Program Manager across several offices, helping them to design and deliver high quality training and resources for 100+ consultants
Aligned Denver team 50 employees, 3 Managers and 47 Representatives
Developed employees with top engagement marks (90+%) and consistently delivering on quality, and exceeded department KPIs and service level agreements
Influenced team wide "Agent Care Development Paths" to support team retention and performance at all levels
Spearhead day-to-day business functions of multiple projects, including seamless facilitation of the development and the launch of the Zillow Customer Support phone line
Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements
08/2014 to 05/2016
Manager, Ad Operations Zillow Group Inc. – City, STATE,
Inspired 21 Billing and Retention Coordinators
Responsible for successful recurring billing and retention of $70M+ monthly and collection of $7M+ in declined payments monthly
Developed staff hiring, goal setting, coaching/training, performance evaluations, and assistance in creation of employee development programs
Streamlined and implemented policies, procedures and process improvements to maintain cancellation rates below 5% of with an increase customer satisfaction
Improved operational planning and business frameworks to enhance resource utilization and reduce waste
08/2011 to 06/2014
Customer Service Supervisor, Onboarding Trulia.com (Acquired By Zillow Group) – City, STATE,
Oversaw after the acquisition, the development and launch of the combined Zillow and Trulia product of Premier Agent and the completion of the new restructured onboarding process
Enabled 15 team members to onboard 225 new clients daily
Recruited, trained, managed and mentored an average of 5-6 new customer service representatives per year
Exceeded the multi-department shared goal of 80% customer account set up completion rate by 10%
Partnered with Marketing to increase usage of the Agent App from 21%, to over 50% in 6 months after running a targeted campaign with the Onboarding team
Achieved customer satisfaction rating of 90% within 6 months exceeding business targets, by implementing customer first focused processes
Education
Expected in 2008
Bachelor of Science: Sociology, Criminal Justice and Environmental Studies Northern Arizona University - Flagstaff, AZ GPA:
Affiliations
Member, Women of Denver, 2016 - Current
Director of Denver Women Impact Network (WIN) at Zillow Group 2018
Certifications
SPHR® (In Progress)
Accomplishments
Honors & Awards
Power to the People Award, Dec 2017 - Zillow Group
Launch Leader for Diversity and Inclusion efforts for the Women's Impact Network (WIN)
Trulia Platinum Club 2014, Trulia Inc
Voted by Sr. Sales Leadership for being the best Business Partner in 2014
Most Valuable Trulian 2012, Trulia Inc.
Voted by Sr. Leadership, VP & GM for living the IMPACT values daily in 2012
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