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Director of Customer Support Resume Example

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DIRECTOR OF CUSTOMER SUPPORT
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.

Work History
Brightwheel - Director of Customer SupportDenver, CO09/2018 - 08/2019
  • 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
Zillow Group Inc. - Senior Manger, Agent Care Operations ManagerCentennial, CO05/2016 - 08/2018
  • 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
Zillow Group Inc. - Manager, Ad Operations Centennial, CO08/2014 - 05/2016
  • 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
Trulia.com (Acquired By Zillow Group) - Customer Service Supervisor, Onboarding Centennial, CO08/2011 - 06/2014
  • 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
Affiliations
  • Member, Women of Denver, 2016 - Current
  • Director of Denver Women Impact Network (WIN) at Zillow Group 2018
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

  • www.linkedin.com/in/natalie-foote/
Skills
  • Strategic planning and execution
  • Program and department leadership
  • Training and development
  • Project management
  • Employee relations
  • Budgeting and allocation 
  • Workforce improvements
  • Optimizing performance
  • Business development
  • Client account management
  • Personnel recruitment
  • Process improvements
  • Vendor management
Education
Northern Arizona UniversityFlagstaff, AZBachelor of Science: Sociology, Criminal Justice and Environmental Studies
Certifications
  • SPHR® (In Progress)
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Resume Overview

Companies Worked For:

  • Brightwheel
  • Zillow Group Inc.
  • Trulia.com (Acquired By Zillow Group)

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

Degrees

  • Bachelor of Science : Sociology, Criminal Justice and Environmental Studies

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Director of Customer Support

Brightwheel

Denver, Colorado