director of customer support resume example with 8+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

Forward-thinking people leader with proven track record of driving business strategy, training and delivering exceptional customer experience (internally and externally). Passion for developing people, scaling teams and building strong company culture and community.

  • Strategic planning
  • Training and development
  • Program and department leadership
  • Budgeting and Allocation
  • Learning Management Software
  • Personnel recruitment
  • Organizational development
  • Managing employee relations
  • Workforce improvements
  • Instructor coaching
  • Project Management
  • Quality Assurance
Work History
Director of Customer Support, 09/2018 to 08/2019
QwickNew York, NY,
  • Versatile Sr. Leadership Role with dual responsibilities of Denver Site Leader and Director of Customer Support
  • Directed team of 20 employees 1 Manager, 14 distributed Support Representatives across the United States as well as an offshore team of 5 in Manila, developing customer experience programs exceeding CSAT goals by 10%
  • Formalized a training and content team of 3 to support internal and external educational content
  • Created in-house online learning platform and built out LMS, Learning Management Software strategy for company in 2020
  • Worked with Product roadmap to ensure customer experience was included in enhancements and changes
  • Partnered with Engineering, developed Trust and Safety Committee to to proactively mitigate risk and standardized emergency response protocol for system/ site down scenarios
  • 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
  • Represented the voice of the customer regarding product experience, expectations, and value at the Executive level
Senior Manger, Agent Care Operations Manager, 07/2014 to 08/2018
Suny PlattsburghPlattsburgh, NY,
  • Served in a strong employee management role with split responsibilities of Training & Development and Customer Experience
  • Directed the Agent Care training program, managing remote team of 5, 4 Associate Trainers and 1 Quality Analyst to design and deliver high quality training and resources for 100+ consultants
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
  • Enhanced internal wiki and online learning experiences for product updates, enhancements and new hire onboarding
  • Aligned Denver team 50 employees, 3 supervisors and 47 representatives
  • Developed employees with top engagement marks (90+%) and consistently delivering on quality, and exceeded department KPIs and service level agreements
  • 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 and implemented policies, procedures and process improvements to maintain cancellation rates below 5% of with an increase customer satisfaction
Customer Service Supervisor, Onboarding , 08/2011 to 06/2014 (Acquired By Zillow Group)City, STATE,
  • Enabled 15 team members to onboard 225 new clients daily
  • Oversaw the the development and launch of the combined Zillow and Trulia product of Premiere Agent and the completion of the new restructured onboarding process after the Zillow acquisition
  • Recruited, trained, managed and mentored an average of 5-6 new customer service representatives per year
  • 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
  • Achieved customer satisfaction rating of 90% within 6 months exceeding business targets, by implementing a client-focused attitude
Admissions Advisor, 02/2011 to 07/2011
Outward BoundCity, STATE,
  • Responsible for enrolling new students on courses from 1 week to 2 months in the backcountry and remote locations
  • Handled trip communications for new customers including inbound/outbound calls, emails, catalog requests, and online inquiries
  • Built long-term customer relationship by working directly with parents, teachers and students to achieve a higher enrollment by providing information on course values, design and course outcomes
  • Implemented new processes and systems for improving next seasons strategies for enrollment and course offerings
  • Created and developed the new "Outward Bound New Employee Handbook" supporting new hire onboarding
Bachelor of Science: Sociology, Criminal Justice and Environmental Studies, Expected in to Northern Arizona University - Flagstaff, AZ
  • Member, Women of Denver, 2016 - Current
  • Director of Denver Women Impact Network (WIN) at Zillow Group 2018
  • Wilderness First Responder (WFR)
  • Senior Professional in Human Resources (SPHR)- In Progress

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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Resume Overview

School Attended

  • Northern Arizona University

Job Titles Held:

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


  • Bachelor of Science

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