market financial center leader resume example with 9+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Driven Customer Experience Executive with 8-year record of success increasing customer loyalty and satisfaction rates. Skillful in conducting surveys to gather information on customer opinions and supervising activities of customer service team to verify interactions reflect positively on company. Hardworking leader possessing outstanding time management, multitasking and conflict resolution abilities. Recognized for fostering 112% increase in customer loyalty by implementing interaction improvements. ACCOMPLISHMENTS Used Microsoft Excel to develop inventory tracking spreadsheets. Successfully team hiring, developed and retained a team of 160 employees. Improved cross department collaboration. Consistently exceeded client and sale objectives.

  • Recruiting And Hiring
  • Customer And Employee Rapport
  • Targeted Marketing
  • Customer Interactions
  • Performance Metrics Analysis
  • Policy And Procedure Development
  • Relationship Building And Retention
  • Partner, Enterprise Client, Shareholder Presentations
Work History
03/2018 to Current
  • Hired and led 160 managers, supervisors, and associates
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
  • Evaluated metrics to improve end to end performance
  • Collaborated with other leadership as Customer Success evangelist
  • Exceeded sales and customer experience targets 220% with motivational approaches focused on continuous improvement and strategic goal attainment
  • Collaborated with internal teams and set structures to achieve profit targets for digital adaption
  • Conceived new customer service model at multiple locations, resulting in 112% boost in customer service ratings.
  • Spearheaded Enterprise Customer Success strategy and methodology
  • Created prescriptive, scalable customer success motions to best support marquee clients, and most strategic customers
  • Provided exceptional tactical support in driving success to enterprise and C-Level clients.
  • Maintained internal standards of World-class customer success and experiences.
  • Fostered clarity and accountability around key leading and lagging indicators for tracking customer health and growth potential
  • Recruited, developed and lead exceptional, diverse teams of unparalleled talent.
  • Lead with compassion and authenticity, maintained consistent connections to teams.
03/2014 to 04/2018
Head of Customer Success and Sales Vow To Be Chic City, STATE,
  • Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores +95%
  • Collaborated with internal stakeholders to close gaps and improve customer experience
  • Led implementation and development of new customer success strategies, including research, analysis, testing, and launch across multiple channels (web, mobile app).
  • Managed team of 34 employees, overseeing hiring, training and professional growth of employees
  • Led projects and analyzed data to identify opportunities for improvement
  • Maintained energy and enthusiasm in fast-paced environment
  • Drove strategic value to customers, and drove revenue growth in partnership with Sales team through up-sell and cross-sell initiatives
  • Collaborated with Marketing and Teams to design integrated marketing plans to support growth initiatives through digital marketing strategies such as SEO/SEM, paid search advertising campaigns, email marketing, and automation tools.
  • Collaborated cross-functional teams on diverse initiatives; web analytics; online sales & eCommerce; CRM; etc., ensuring alignment with overall KPI, company objectives and goals.
02/2013 to 11/2015
VP/Director of Customer Success Operations Soothe, Inc City, STATE,
  • Led development of Customer Success Strategy to increase retention by 25% and reduce customer churn by 11%
  • Spearheaded onboarding processes resulting in 15% increase in new client utilization
  • Increased recurring revenue by + $4million
  • Developed and launched training and onboarding blueprint for new hires which decreased ramp-up time from 7 months to 3 weeks.
  • Collaborated with marketing and tech teams on various initiative to expand total accessible market.
  • Oversaw day-to-day operations for team of 64 success managers, customer service representatives, and specialists.
  • Managed all aspects of CS team including hiring, onboarding and performance reviews
Expected in to to
Bachelor of Arts: Cognitive Psychology
University of California - Riverside, CA
Expected in to to
High School Diploma:
City of Angels Independent Study High School - ,
  • Coaching and Development
  • Recruiting, Hiring, and Onboarding
  • Data Management
  • Time Management
  • Research and Development
  • Emotional Intelligence
  • Customer Intelligence
  • Customer Success Plans
  • Customer Value Review (QBR / EBR, etc.)
  • Sales: Prospect, Opportunity, Qualification, Closing
  • Pipeline
  • Cross-sell, Up-sell, Renewal
  • Down-sell
  • Customer Lifecycle
  • Executive sponsor, Influencer, Economic Buyer
  • Value: Creation, Gap, Proposition, Realization .
  • PMP - Project Management Professional
  • CBAP - Certified Business Analysis Professional
  • CM - Certified Manager Certification
  • CSM Software
  • CCXP- Certified Customer Experience Professional

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Resume Overview

School Attended

  • University of California
  • City of Angels Independent Study High School

Job Titles Held:

  • Head of Customer Success and Sales
  • VP/Director of Customer Success Operations


  • Bachelor of Arts
  • High School Diploma

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