director of customer support resume example with 7+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Links
https://www.linkedin.com/in/Jessica-Claire/
Professional Summary
Forward-thinking Operations Leader 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
Budgeting and Allocation
Workforce improvements
Optimizing performance
Business development
Stakeholder relations
Quality assurance
Client account management
Work History
Director of Customer Support, 09/2018 - 08/2019 Rockstar Games – Carlsbad, CA,
Versatile Sr. Leadership role with dual responsibilities of Denver Site Leader and Director of Customer Support
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
Worked with Product roadmap to ensure customer experience was included in enhancements and changes
Along with Engineering, developed standardized emergency response protocol for system / site down scenarios
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
Strategically balanced technology and business needs of organization at the Executive level
Senior Manger, Agent Care Operations Manager, 05/2016 - 08/2018 Group Nine Media – New York City, NY,
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
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
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
Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements
Manager, Ad Operations , 08/2014 - 05/2016 Zillow Group Inc. – City, STATE,
Inspired 21 Billing and Retention Coordinators responsible for $4M monthly reoccurring revenue
Programmed the strategy and operational plan to support an updated approach to efficiency and responsiveness of the billing department
Streamlined and implemented policies, procedures and process improvements to maintain cancellation rates below 5% of with an increase customer satisfaction
Consulted with Sales, Finance, and Marketing monthly to develop and improve reporting to measure customer retention and revenue
Developed staff hiring, goal setting, coaching/training, performance evaluations, and assistance in creation of employee development programs
Customer Service Supervisor, Onboarding , 08/2011 - 06/2014 Trulia.com (Acquired By Zillow Group) – City, STATE,
Oversaw after the acquisition, the development and launch of the combined Zillow and Trulia product of Premiere Agent and the completion of the new restructured onboarding process
Recruited, trained, managed and mentored an average of 5-6 new customer service representatives per year
Enabled 15 team members to onboard 225 new clients daily
Exceeded shared milestone with Sales team to achieve 80% new customer account set up completion by the Onboarding team with end of year at 90% completion
Partnered with Marketing to increase usage of 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 a client-focused attitude
Education
Bachelor of Science: Sociology, Criminal Justice and Environmental Studies, Expected in 2008 - Northern Arizona University - Flagstaff, AZ GPA: Status -
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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