Sr Director Of Customer Experience Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

I’m an accomplished and enthusiastic leader with 15+ years of experience in CX, Hospitality, Operational Excellence, Supply Chain, Distribution, Sales, and Telecommunications industries. Strong relationship builder with infectious positive attitude. High level of integrity, values, professionalism, impeccable work ethic, and servant leadership. Proven track record of developing and executing customer growth initiatives, increasing revenues, and creating world class customer experiences. Embraces diversity, lean six sigma centric, and thrives in building elite teams and cultures.

  • Six Sigma Yellow Belt Certified
  • Exceptional Communicator
  • Change Management | Project Management
  • Profit and revenue-generating strategist
  • Foreign Language (Thai)
  • Confident Public Speaker | Customer Centric
  • Reliable and trustworthy | Adaptability and Agility
  • Recruiting and talent development
  • Conflict resolution | Critical Thinker
  • Multi-unit operations management
  • Strategic budgetary planning
  • Leadership and Operations Development
03/2017 to 04/2021 Sr. Director of Customer Experience L&T Infotech | Charlotte, NC,
  • AMP Smart is a B2C smart home security supplier with a Corporate staff of 150+.
  • Recruited by C-Level team to develop and implement a world class CX infrastructure from conception to execution.
  • Cultivated customer-centric culture which improved NPS from -18 to +38.
  • Spearheaded the Universal Agent initiative, resulting in $1.8M in estimated savings.
  • Devised, evaluated, implemented and oversaw multiple projects of large scope from planning to completion.
  • Improved service level productivity by 40%.
  • Liaised with sales, technical services, retention, and accounting to drive on-time, under-budget project completion.
  • Analyzed key performance indicators monthly, applying data analytics to drive future strategic planning.
11/2013 to 02/2017 Director of Customer Service Operations U.S. Cellular | Winfield, KS,
  • ARYZTA is a B2B global baking company with 10K + employees.
  • Designed and executed an annual customer scorecard initiative that improved CSAT by 35%.
  • Streamlined supply chain processes, strengthened planning procedures and capacities, and optimized logistic routes.
  • Spearheaded the Bakery sample initiative, resulting in $2.4M est. savings.
  • Developed, facilitated, and streamlined operational policies, procedures, training and onboarding materials.
  • Traveled to various Distribution centers, Bakeries, and Customers to build brand awareness, customer loyalty, and drive efficiencies.
  • Prepared proposals, negotiated contracts and connected with clients to drive consistent sales.
  • Kept production at peak levels, resolved shortages and optimized inventory to meet customer demands.
10/2011 to 11/2013 Senior Manager Contact Center, JCP Shared Service Center | City, STATE,
  • Managed and developed 75+ direct reports that coordinates and processes the company's Payroll, Human Resources, and store support.
  • Implemented continuous improvements for payroll procedures that reduced operating costs by $100K annually via a new W-2 strategy.
  • Facilitated HR operations, including strategic workforce planning, performance management, staffing and administration of benefits.
  • Director's choice to pilot and manage a high-profile program for cost savings est. $2 Million annually.
  • Reviewed and approved product-related communications to ensure product correctness and messaging accuracy.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Served as liaison between various departments to implement new improvement plans and changes.
01/2008 to 10/2011 Retail Sales Manager T-Mobile USA-UT | City, STATE,
  • Increased annual revenue through budgeting, creative sales campaigns, enhanced process improvements, and staff development.
  • Assigned by District Manager to transfer to multiple locations to increase their profitability, performances, and morale.
  • Identified by Corporate to join their Recruiting Officers team.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operation
  • Tracked and analyzed weekly sales reports, implemented corrective action plans and streamlined sales operations.
  • Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
Expected in 03/2011 MBA | Business Administration, Management University of Phoenix, , GPA:

Business Development Strategy, Marketing, Communications, Operations & Human Resources, GPA: 3.6

Expected in 09/2009 Bachelor of Science | Business Management, Business, Management and Communications University of Phoenix, , GPA:

GPA: 3.5

Personal Information
  • Service volunteered two years in Thailand. | Lifelong Utah Jazz fan.
  • Proud father of 3 children. | Devoted Husband. | Eagle Scout | Outdoor Enthusiast.
  • Previous related experience in Healthcare, Health Insurance, Telecommunications Sales, Contract Negotiations, and Hospitality Industries.

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School Attended
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  • University of Phoenix
Job Titles Held:
  • Sr. Director of Customer Experience
  • Director of Customer Service Operations
  • Senior Manager
  • Retail Sales Manager
  • MBA
  • Bachelor of Science

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