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senior manager of customer care resume example with 19+ years of experience

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

Collaborative and results driven Director of Customer Care, Project Manager, and Director of Administration with proven success across all operations related to Customer Satisfaction and Support. Adept at building, developing, and coaching high performing customer care and warranty service teams of up to twenty-five agents, both in contact centers and in the field. Skilled oversight of projects from inception to successful completion within budgetary and time constraints. Excellent written and verbal communication, including legal correspondence and contract negotiation.

Skills
  • Customer Success
  • PowerBI
  • CRM and Customer Experience Improvement
  • Motivational Leadership
  • Escalation Management, Negotiation and Conflict Resolution
  • Call Center Processes and Development
  • Data Tracking and Analysis, including Survey Management
  • Continuous Quality Improvement (CQI)
  • Customer Retention and Brand Loyalty
  • Mediation and Arbitration
  • Contract Negotiation, Creation, and Enforcement
  • Budgeting and Resource Management
  • Process Development
  • Performance Tracking, Evaluation, and Improvement
Work History
Senior Manager of Customer Care, 06/2021 to 01/2023
Pulte Homes Of Ohio, ,
  • Applied best practices to hire, train, and develop new employees and maintain on-going performance assessment of current employees
  • Promoted productivity, consistency, proactive communication, and commitment to "trusted advisor" relationships with all customers, while building and coaching cohesive team of ten agents supporting base of @5000 customers with 600+ active warranty service claims
  • Refined and guided handling of in-person, web chat, telephone, and email requests, while driving appropriate solutions, via ongoing coaching feedback and team calibrations to achieve consistency
  • Monitored key performance indicators (KPI's) and developed actionable insights to improve division efficiency, performance, and overall customer experience, reflected in by Net Promoter Score (NPS) turnaround from negative ranking to positive 60 ranking in challenging pandemic-related supply chain delay environment
  • Created and implemented new strategies to successfully de-escalate and resolve sensitive customer situations, resulting in reduction of actively escalated issues by 80%
  • Collaborated with internal and external Legal teams to resolve highly escalated (litigious) matters, successfully represented company in small claims court, and resolved Better Business Bureau complaints.
Director of Customer Care & Administration, Project Manager, 08/2003 to 06/2021
Dominion Homes, Inc, ,
  • Built and managed team of representatives supporting warranties and service for 28,000 homes
  • Wrote processes and trained all personnel from Sales, Design Studio, Construction, and Warranty teams relative to appropriate customer communication and documentation
  • Trained ten-member Customer Care team for phone, live chat, and email responses, while coaching and measuring attainment of targeted performance metrics
  • Reduced open ticket duration by 28%, warranty expense by 34%, and improved third party satisfaction survey scores by 18%, achieving score of 98.7% and consistently ranking as first or second place regional builder
  • Served as corporate point of contact for all Legal, Attorney General, BBB, and local media communication, and represented Company in mediations and arbitrations
  • Identified and eliminated loopholes and contradictions in contract language
  • Selected and supported appropriate third-party legal representation for individual legal matters
  • Researched and produced all documentation for interrogatories
  • Resolved complex Land and Warranty projects: identified scope, created written action plans, and managed customer expectations, vendor performance, budgets, and time constraints
  • Spearheaded 2017 transition from corporate work environment to fully remote setup, including identifying third-party remote server host and arranging physical relocation and updating of company server
  • Handled all IT troubleshooting with third party assistance
  • Managed two HOA property management companies for twenty-eight active communities, including driving annual budget adherence, vendor selection, deed restriction variance requests, and design review board determinations
  • Coordinated post-project community turnovers, both to municipalities and HOAs, including recovery of over $250,000 in bond monies
  • Updated, improved, and expanded homeowner's warranty manual content for all home series
  • Trained all customer facing employees on warranty adherence, realizing 30% reduction in warranty expense
  • Created and rolled out company-wide customer satisfaction survey criteria and incorporated results into tangible directives and SMART goals
  • Created corporate communication protocols ensuring consistency and accuracy, including library of correspondence templates for nearly every type of inquiry
  • Tracked subcontractor agreements for potential cost savings as business needs changed; updated contracts and ensured currency of indemnity agreements and Certificates of Insurance
  • Implemented weekly review with internal and external subject matter experts pertinent to all escalated issues, improving resolution time by over three weeks and decreasing occurrence of new legal matters by over 40%.
Education
: , Expected in to Ashland University - Ashland, OH,
GPA:
Project Management Certificate: , Expected in 2020 to ECornell/Cornell University - ,
GPA:
Skills
  • Customer Success
  • PowerBI
  • CRM and Customer Experience Improvement
  • Motivational Leadership
  • Escalation Management, Negotiation and Conflict Resolution
  • Call Center Processes and Development
  • Data Tracking and Analysis, including Survey Management
  • Continuous Quality Improvement (CQI)
  • Customer Retention and Brand Loyalty
  • Mediation and Arbitration
  • Contract Negotiation, Creation, and Enforcement
  • Budgeting and Resource Management
  • Process Development
  • Performance Tracking, Evaluation, and Improvement
Work History
Senior Manager of Customer Care, 06/2021 to 01/2023
Pulte Homes of Ohio,
  • Applied best practices to hire, train, and develop new employees and maintain on-going performance assessment of current employees
  • Promoted productivity, consistency, proactive communication, and commitment to "trusted advisor" relationships with all customers, while building and coaching cohesive team of ten agents supporting base of @5000 customers with 600+ active warranty service claims
  • Refined and guided handling of in-person, web chat, telephone, and email requests, while driving appropriate solutions, via ongoing coaching feedback and team calibrations to achieve consistency
  • Monitored key performance indicators (KPI's) and developed actionable insights to improve division efficiency, performance, and overall customer experience, reflected in by Net Promoter Score (NPS) turnaround from negative ranking to positive 60 ranking in challenging pandemic-related supply chain delay environment
  • Created and implemented new strategies to successfully de-escalate and resolve sensitive customer situations, resulting in reduction of actively escalated issues by 80%
  • Collaborated with internal and external Legal teams to resolve highly escalated (litigious) matters, successfully represented company in small claims court, and resolved Better Business Bureau complaints.
Director of Customer Care & Administration, Project Manager, 08/2003 to 06/2021
Dominion Homes, Inc,
  • Built and managed team of representatives supporting warranties and service for 28,000 homes
  • Wrote processes and trained all personnel from Sales, Design Studio, Construction, and Warranty teams relative to appropriate customer communication and documentation
  • Trained ten-member Customer Care team for phone, live chat, and email responses, while coaching and measuring attainment of targeted performance metrics
  • Reduced open ticket duration by 28%, warranty expense by 34%, and improved third party satisfaction survey scores by 18%, achieving score of 98.7% and consistently ranking as first or second place regional builder
  • Served as corporate point of contact for all Legal, Attorney General, BBB, and local media communication, and represented Company in mediations and arbitrations
  • Identified and eliminated loopholes and contradictions in contract language
  • Selected and supported appropriate third-party legal representation for individual legal matters
  • Researched and produced all documentation for interrogatories
  • Resolved complex Land and Warranty projects: identified scope, created written action plans, and managed customer expectations, vendor performance, budgets, and time constraints
  • Spearheaded 2017 transition from corporate work environment to fully remote setup, including identifying third-party remote server host and arranging physical relocation and updating of company server
  • Handled all IT troubleshooting with third party assistance
  • Managed two HOA property management companies for twenty-eight active communities, including driving annual budget adherence, vendor selection, deed restriction variance requests, and design review board determinations
  • Coordinated post-project community turnovers, both to municipalities and HOAs, including recovery of over $250,000 in bond monies
  • Updated, improved, and expanded homeowner's warranty manual content for all home series
  • Trained all customer facing employees on warranty adherence, realizing 30% reduction in warranty expense
  • Created and rolled out company-wide customer satisfaction survey criteria and incorporated results into tangible directives and SMART goals
  • Created corporate communication protocols ensuring consistency and accuracy, including library of correspondence templates for nearly every type of inquiry
  • Tracked subcontractor agreements for potential cost savings as business needs changed; updated contracts and ensured currency of indemnity agreements and Certificates of Insurance
  • Implemented weekly review with internal and external subject matter experts pertinent to all escalated issues, improving resolution time by over three weeks and decreasing occurrence of new legal matters by over 40%.

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Resume Overview

School Attended

  • Ashland University
  • ECornell/Cornell University

Job Titles Held:

  • Senior Manager of Customer Care
  • Director of Customer Care & Administration, Project Manager

Degrees

  • Some College (No Degree)
  • Project Management Certificate

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