Director of Customer Support Resume Example

Administered dual responsibilities of leading the Training & Development and Customer Experience teams. Analyzed existing business plans, identified process inefficiencies, and tracked performance following implementation of improvements. Influenced team-wide Agent Care Development Paths to support team retention and performance at all levels. Directed day-to-day business functions of multiple projects, including development and launch of Zillow Group's highest volume customer support phone line.

• Directed Agent Care training program, managing four Associate Trainers and one Quality Program Manager across several offices.
• Managed new product/feature intake for the customer care teams, including process creation, training builds and execution as the point of contact for the engineering team and product teams nationally.
• Built national Quality Assurance program internally for improved employee coaching, customer satisfaction, and process alignment (85+%).
• Consistently delivered quality and exceeded department KPIs and service level agreements by focusing on development of employees with top engagement marks (90+%).
• Aligned Denver team of 50 employees, three Managers, and 47 Customer Support Representatives.
• Launched diversity and inclusion efforts for the Women's Impact Network (WIN), resulting in engagement from 300+ employees and allies, receiving the Power to the People Award, 2017.

Oversaw 15-member team implementing onboarding process following launch of Premier Agent, a combined Zillow and Trulia product. Restructured process to accommodate 225 clients per day. Recruited, trained, managed, and mentored five-to-six new customer service representatives per year. Directed targeted campaign with Onboarding Team that increased usage of Agent App from 21% to more than 50% within six months; campaign conducted in collaboration with Marketing.

• Merged 60 employee onboarding team across multiple offices, including all processes, training, and execution of overall customer account setup, following the $3.5 billion acquisition of Trulia.
• Surpassed multi-department shared goal of 80% customer account set-up rate by 10%.
• Achieved customer satisfaction rating of 90% within six months by implementing customer-first processes.
• Received company awards for senior leadership, cross functional relationships, program management support, and embodiment of corporate values.