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.

Enhanced productivity through revamped staff hiring, goal setting, coaching/training, performance evaluations, and employee development programs. Optimized operational planning and business frameworks through more efficient resource utilization and waste reduction. Mentored 21 billing and retention coordinators and one team lead in the areas of customer experience, revenue protection, and career development.

• Responsible for the successful billing and customer churn protection of $700M in annualized revenue, including the collection of $84 million in declined payments annually.
• Streamlined and implemented policies, procedures, and processes to keep cancellation rates below 5% while increasing overall customer satisfaction.

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.