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head global customer support operations resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Senior program manager with 20+ years of global leadership experience in launching, scaling and managing product operations.

  • Led global cross functional teams in delivering strategic initiatives, improve systems/process and drive bottom-line results. Provided leadership to plan, direct and coordinate management program activities for key projects that includes Google Consumer Operations, Google Play, Google Maps, Google My Business and Ad-words. Demonstrated excellence in establishing and optimizing large scale operations, performing under pressure, setting aggressive operational goals and motivating the team to achieve them.
  • Led multiple process improvement initiatives after carefully reviewing existing processes, identifying gaps & implementing required measures that improved key performance indicators including Quality and Operations Turnaround Time.
  • Effective leader with proven abilities in managing & leading multiple project teams; recognized for strong problem solving & informed decision making abilities. Good communicator who can relate to people across all hierarchy levels, liaising with clients and forging strong relationships with the senior management team.
Skills
  • Strategic Planning
  • Financial Management
  • Project Management
  • Operations management
  • Contract Management
  • Budgeting
  • Staff Management
  • Consulting
  • Leadership
  • Client Relationship Management
  • Vendor Management
  • Customer Service And Support
  • Supporting Operations
Work History
Head-Global Customer Support Operations, 11/2019 - 11/2020
American Express North Carolina, NC,

Leading Global customer experience and support operations for Lime (Scooters, E-bikes) across 30+ countries generating an annual revenue of $60M . Managing global vendor strategy and operations, and driving alignment of processes and initiatives throughout the customer services organization.

  • Drove transition of Global Customer Experience Operations to a cost effective/quality focused managed services model resulting in annual savings of $3M in operating cost.
  • Effectively managed Global Operations ramp down in response to COVID-19 induced economic stagnation.
  • Partnered with the Trust and Safety organization to establish a response protocol that prioritizes rider reported incidents based on criticality and allows swift resolution.
  • Worked cross functionally to set up Customer Support Operations well in advance of product launch in strategic European and Asian markets while continuing to streamline standard operating procedures for effective future expansion in parallel.
Global Site Lead, 03/2018 - 11/2019
Fiserv, Inc. Fishers, IN,
  • Managed a team of 15 FTEs and 100+ contractors globally across United States, London, Tokyo & Dublin for Google Play(Movies & TV) Operations, performing content moderations and servicing 300+ studio partners across the globe (like WB,Lionsgate, Disney) with an annual revenue of $12M.
  • Led global process optimization initiatives that resulted in $2M annual savings within 6 months.
  • Set up an operations team of 4FTE's and 40+ contractors in Dublin (Ireland) within 3 months of client request.
  • Set up an Incubation team with 2FTE's and 20+contractors in Mountainview, CA to drive automation initiatives, business analytics, process prototypes and E2E pilots before deploying to a production environment.

Aug'17-Feb'18 - Relocated to US and on a personal break

Service Delivery Manager, 02/2014 - 08/2017
Cognizant Technology Solutions City, STATE, India

Setup the following project teams for client Google in Hyderabad:

Indoor Maps - Setup and managed a team of 50+ Quality Analysts auditing local business data collected by Field Operations across 15countries.The objective of the project is to plot business stores in strategic locations on Google Maps. Successfully seeded a pilot team to scope out process design & training requirements, scaled to production within 2 months of project initiation.

  • Sponsored continuous improvement initiatives that improved quality to 92%(+14pp) and productivity by 20%.

Building Geocodes- Scaled a workforce of 300+ Map Analysts who validated the accuracy of Google Maps data against ground reality. The project objective is to accurately track customer visits to business establishments that are priority Adwords clients.

  • Identified all critical pipeline issues impacting operational efficiency and worked with the Developer team for tool enhancements that improved the process throughput by 35% within 6 months while maintaining high quality standards.

Places of Interest(POI) - Setup and scaled a team of 60+ analysts who curated POIs from Google StreetView using OCR (Optical Character Recognition) technology for 7 countries.

  • Led gap analyses to improve overall process quality from 83% to 90% in 3 months, productivity increased by 40%.

Google My Business & Adword Express

Setup the Google My Business and Adwords Express field operations for South India. Program goal is to create an online presence for SMBs and connect them with potential customers who use Search, Google Plus and Google Maps. Performed detailed market research, identified potential cities and scaled project teams across South India within 6 months of program commencement.

  • Piloted and launched the product in 4 key cities of South India to onboard SMBs. Achieved $8300 sale revenue within two months of launch.

Google Maps - Local Data Operations

Managed a team of 60+ Maps Data Quality analysts who performed quality audits on map edits/reviews applied by the Maps Editing team. Planned and executed special Quality projects depending on client specifications, defined process metrics/SLAs. Developed performance measures for QA reviewers/Leads to ensure project deliverables are met and drove continuous improvement through training/mentoring.

  • Set up specialized teams to resolve data quality escalations coming from internal product teams and external user forums with 24 hours TAT. Streamlined process metrics and reporting to monitor key deliverables in real time.
  • Improved QA TAT from 7 days to less than 2 days within 3 months, delivered ~60% productivity gains, quality increased from 90%to 97%, and 48 hour throughput improved from 75% to 95%.
  • Deployed and managed a process to audit automated map curation (ML algorithms). Performed random sampling on a daily basis,providing feedback to the engineering team to improve the algorithm's precision rate from 77% to 90% over 6 months.
  • New Tool launch/Migration - Planned and coordinated a tool transition post successful testing/debugging and process training over 3 months. Diligent planning limited tool /process failures post migration with no major production outage.
Senior Manager, 02/2007 - 01/2014
GE Capital Services City, STATE,

Managed the Auto Lease portfolio for South India and serviced all Corporate clients signed under this program. Entrusted with the responsibility to collate data on car model/price, offers from manufacturers and update/validate the system records regularly to provide accurate information to all customers. Maintained a healthy business relationship with the dealership/manufacturers across India to promote Auto Lease business. Also served as a single point of contact between corporate customers and dealers to resolve all queries/concerns.

  • Designed & implemented an online CRM portal for Auto lease business. Automated the end to end process including purchase orders to dealerships, generating online Statement of Account, raising/resolving customer queries through the portal.
  • Setup Auto lease business in the South India region that generated monthly revenue of $2M through tie-ups with clients like CISCO, Apple, HSBC, Genpact, Bank of America and Philips to name a few.
  • Managed centralized operations for PAN India for Retail products (Personal loan, Consumer durables, Auto Loans, Mortgages) All other previous work experience available upon request.
Education
GED: , Expected in 01/2013
-
Institute Of Management Technology - Ghaziabad, India,
GPA:
Status -
MBA: Systems, Expected in 04/2010
-
University Of Madras - Chennai, India,
GPA:
Status -
Bachelor of Arts: Economics, Expected in 04/2000
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Loyola College - Chennai, India,
GPA:
Status -

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Resume Overview

School Attended

  • Institute Of Management Technology
  • University Of Madras
  • Loyola College

Job Titles Held:

  • Head-Global Customer Support Operations
  • Global Site Lead
  • Service Delivery Manager
  • Senior Manager

Degrees

  • GED
  • MBA
  • Bachelor of Arts

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