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director of customer support resume example with 7+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Links
  • www.linkedin.com/in/Jessica-Claire/
Professional Summary

Forward-thinking Client Experience 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.

Skills
  • Strategic planning
  • Training and development
  • Program and department leadership
  • Project Management
  • Employee relations
  • Budgeting and Allocation 
  • Workforce improvements
  • Optimizing performance
  • Business development
  • Corporate communications
  • Vendor Management
Work History
09/2018 to 08/2019 Director of Customer Support Qwick | Miami, FL,
  • Versatile Sr. Leadership role with dual responsibilities of Denver Site Leader and Director of Customer Support
  • 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
  • Worked with Product roadmap to ensure customer experience was included in enhancements and changes
  • 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
05/2016 to 08/2018 Senior Manger, Agent Care Operations Manager Group Nine Media | Chicago, IL,
  • 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
08/2014 to 05/2016 Manager, Ad Operations Zillow Group Inc. | City, STATE,
  • Inspired 21 Billing and Retention Coordinators
  • Developed staff hiring, goal setting, coaching/training, performance evaluations, and assistance in creation of employee development programs
  • Programmed the strategy and operational plan to support an updated approach to efficiency and responsiveness of the billing department
  • 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
08/2011 to 06/2014 Customer Service Supervisor, Onboarding Trulia.com (Acquired By Zillow Group) | City, STATE,
  • Oversaw after the acquisition, the development and launch of the combined Zillow and Trulia product of Premiere Agent and the completion of the new restructured onboarding process
  • Recruited, trained, managed and mentored an average of 5-6 new customer service representatives per year
  • Enabled 15 team members to onboard 225 new clients daily
  • 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 with the Onboarding team
  • Achieved customer satisfaction rating of 90% within 6 months exceeding business targets, by implementing a client-focused attitude
Education
Expected in 2008 to to Bachelor of Science | Sociology, Criminal Justice and Environmental Studies Northern Arizona University, Flagstaff, AZ GPA:
Affiliations
  • Member, Women of Denver, 2016 - Current
  • Director of Denver Women Impact Network (WIN) at Zillow Group 2018
Certifications
  • SPHR® (In Progress)
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

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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

Degrees

  • Bachelor of Science

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