Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Career Summary

Highly accomplished, self-motivated, and strategic leader of customer experience and project/program management with more than 10+ years of transferable experience in both start-up and mature business environments across multiple sectors. Accustomed to creating and implementing complex business strategies, delivering exceptional internal and external customer experiences, and mentoring staff in the intricacies of exceptional service delivery. Superior interpersonal, communication, and cross-functional team-building and stakeholder management skills. Passionate about developing people, scaling teams, and building strong company culture and community.

  • Strategic Planning & Management
  • Budgeting & Resource Allocation
  • Client & Vendor Management
  • Career Development & Growth
  • Workplace & Process Improvement
  • Staff Recruitment & Leadership
  • Employee Management
  • Performance Optimization
  • Cross-functional Leadership
Professional Experience
09/2018 to 08/2019 Director of Customer Support Rockstar Games | Andover, MA,

Enhanced and guided all customer experience and support initiatives through dual responsibilities of Denver Site Leader and Director of Customer Support. Rejuvenated internal roadmap to incorporate greater emphasis on customer experience, culminating in launch of national billing product. Collaborated with senior executives regarding clear delineation of customer experience, expectations, and value. Managed all culture and employee relations, including supervision of Office Manager.

  • Devised customer experience programs that exceeded customer satisfaction goals by 10%; accomplished this by directing one Manager, 14 distributed Support Representatives across US, and five-member offshore team
  • Programmed and performed full-cycle recruiting of 35 to 100 employees over six months across Denver, Austin, and San Francisco offices
  • Formalized training and content for three-member team in support of internal and external educational content
  • Collaborated with Engineering to standardize emergency response protocol for system/site down scenarios
05/2016 to 08/2018 Senior Manger, Agent Care Operations Manager Group Nine Media | Chicago, IL,

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.
08/2014 to 05/2016 Manager, Ad Operations Zillow Group Inc. | City, STATE,

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.
08/2011 to 06/2014 Customer Service Supervisor, Onboarding (Acquired By Zillow Group) | City, STATE,

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.
Expected in 2008 Bachelor of Science | Sociology, Criminal Justice and Environmental Studies Northern Arizona University, Flagstaff, AZ GPA:
  • SPHR® (In Progress)
  • Member, Women of Denver, 2016 - Current
  • Director of Denver Women Impact Network (WIN) at Zillow Group 2018

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

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Northern Arizona University

Job Titles Held:

  • Director of Customer Support
  • Senior Manger, Agent Care Operations Manager
  • Manager, Ad Operations
  • Customer Service Supervisor, Onboarding


  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: