director ops excellence guest experience resume example with 17+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
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Passionate and results-driven Director bringing 25+ years of experience focusing on the customer experience while driving operational efficiencies through process improvements and team performance. Collaborate with cross-functional teams in revenue maximization, cost management, incremental value, analytics and change management. Skilled in building relationships at all levels of the organization, while mentoring, training and leading team members through process change and delivering measurable results. Born leader, passionate, and committed to producing results above and beyond what is expected. Deeply committed to excellence with strong interpersonal, management, analytical, and communications skills. Reputation for professional maturity and integrity, with a witty sense of humor and personality.

  • Process Improvement
  • Project Management | Action Planning
  • Workload Management | Staffing
  • Strategic Business Planning
  • Partner Management
  • Reporting | Analytics
  • Bilingual(Spanish)
  • Microsoft Office (Word, Excel, PPT, Project)
  • Visio
  • IVR | ACD | QA Call Monitoring
  • CRM (Oracle + Microsoft Dynamics)
  • Sharepoint
  • Shopify
  • Loyalty and Engagement (Punchh)
  • Order Ahead and Loyalty native apps [iOS/Android] (Hathway)
  • VOC (SMG, Marketforce, Safety Culture | iAuditor)
Director, Ops Excellence | Guest Experience, 05/2014 - Current
Bright Horizons Family Solutons Daly City, CA,
  • Leading multiple cross-functional teams to implement project improvement initiatives with a focus on creating a "Guest Obsessed" experience, while infusing the Voice of the Guest throughout the lifecycle.
  • Champion, coach and provide leadership/support during Guest/Store initiatives for the sustained use of processes, policies, analytical tools and methodologies, Including tracking and measuring of results and tasks; responsible for content, creation, delivery, documentation, and compliance.
  • Lead, direct, guide and manage Team Members to include Operations PMs, Guest Relations, Field Training Managers and L&D/Design Team(s) engaged in various aspects of operational excellence tasks and assignments
  • Conduct post-mortem analysis on implementations identify areas of success or identify further analysis to continually improve.
  • Direct and oversee all aspects of the company’s customer service policies, objectives, and initiatives, developing service level standards focused on response times and issue resolution.
  • Gain a first‐hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service.
  • Maintains responsibility for setting standards for processes, service, product, and environment in Stores to standardize systems and SOPs across the business(Continuous Operational Improvement).
  • Improved training/communication to reduce knowledge gaps and eliminate performance roadblocks by utilizing multimedia technology and authoring tools (Captivate, Storyline, etc.) to convert learning and training content into LMS, as well as company intranet
  • Leverage technology to improve evaluation and validation instruments to collect and interpret data; assessing the organization's Guest Experience program(s)effectiveness(VOG Program via SMG, iAuditor, Marketforce and Guest Experience Management,etc.).
  • Implemented Oracle Right Now CRM, Microsoft Dynamics and Live Chat taking CBTL’s outdated Guest Management portal to higher heights; reduced 1 headcount in Guest Relations and improved in multiple KPIs to include ASA (44%), Contacts deflected (15%), AHT (20%), ABN rate (67%), Response rates (71%)
  • Develops and monitors a variety of analytical and statistical reports to generate monthly/quarterly KPI reporting to include OSAT, Net Promoter Score, while providing guidance, direction, and feedback to Executive Management.
  • Heavily involved in eComm combining sales, marketing, technology, and management expertise to develop a plan that delivers a superior brand and shopping experience for customers with Shopify.
  • Conferred with PMs and other stakeholders providing feedback and fully understanding the specs/Loyalty App for optimal Guest workflow.
Director, Sales + Service, 06/2008 - 05/2014
Aktiebolaget Electrolux Denver, CO,
  • Led, supported and provided overall direction to a highly productive 60+ call center team while cultivating an engaging and positive work environment and culture that motivates and rewards consultative sales while delivering unexpected customer care.
  • Successfully separated Sales and CARE Teams to ensure we matched people with their passion, whereby our customer always reached the right person, the first time.
  • Collaborated with cross-functional partners (Marketing, Supply Chain Management, Training, Operations, Executive Management, and domestic/ international manufacturers) as the voice of our customer to continue building an unexpected customer experience and emulate our higher purpose: Caring for People.
  • Implemented successful sales/care initiatives and rewards programs that incorporated company and department objectives while supporting smith+noble’s image in the marketplace.
  • Assessed and prioritized departmental reporting needs, functions and strategies to report findings to Executive Management; including company, departmental, and individual sales / customer care performance (call volume, service levels, efficiencies, service quality, productivity, sales to goal) including variance from objectives and/or established guidelines.
  • Sales: Increased AOV by 35% from $731 (2012) to $989 (YTD 2013); boosted Order conversion by 32% from 28% (2012) to 37% (YTD 2013); decreased call: order ratio from 4.8 (2012) to 3.7 (YTD 2013) – Customer Care: ASA improved by 32% YOY, while abandoned % and Service levels improved by 27%. Individual NPS improved from 81% in Jan ’13 to 90% in Dec ’13 with a 72% response rate.
Director, Client Relations, 03/2007 - 06/2008
Voce Wireless City, STATE,
  • Ensure fundamental elements of the client service center are aligned with the organization’s brand values and strategy.
  • Focuses brand strategy in all operational decisions.
  • Cultivated impactful relationships with direct team and customers that drove business development and ensured customer satisfaction, improved call efficiency, improved accuracy and continual training and development of staff.
  • Implement processes and systems that will increase call efficiencies and minimize costs without jeopardizing our customer satisfaction standards.
  • Oversaw the Workforce and Scheduling Team with responsibility for intra‐day scheduling, forecasting, and real‐time queue management.
  • Continually investigate and introduce process improvement measures and present suggestions to Executive leadership for consideration.
  • Prepared weekly, monthly, quarterly and annual reporting/measurable KPIs to identify and manage sales/service objectives and support process-driven activities
Director, Customer Service, 09/2004 - 03/2007
Republic Services City, STATE,
  • Spearheaded and implemented customer service/sales strategies aligning with company goals and objectives; designed a “knowledge base” via the Intranet to ensure customer experience consistency.
  • Successfully implemented automation/digital processes eliminating paper transactions, and converting to electronic documents to conduct business externally and internally.
  • Oversaw staff of 50+ Inbound Call Center Team Members, financials and KPIs managing business operations and ensuring we met or exceeded service standards and sales conversion/revenue goals.
  • Maximized productivity by forecasting and recruiting individuals demonstrating passion, dedication and added value to the team
  • Trained, coached and set expectations for Supervisors and CSRs with partnership and performance management on a weekly/monthly basis.
  • 2006: Reduced employee turnover by 38%, customer complaints decreased by 78%; improved Service Levels by 30%; order entry errors decreased by 62%; improved employee productivity by 13%; improved Quality Monitoring scores by 18%.
Education and Training
MBA: BusinessManagement, Expected in 09/2003
Universityof Phoenix - Pasadena, CA
Status -
BBA: Management/Marketing, Expected in 07/1999
University of Texas atEl Paso - El Paso, TX
Status -

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Resume Overview

School Attended

  • Universityof Phoenix
  • University of Texas atEl Paso

Job Titles Held:

  • Director, Ops Excellence | Guest Experience
  • Director, Sales + Service
  • Director, Client Relations
  • Director, Customer Service


  • MBA
  • BBA

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