Gillian Potter
Charlotte,NC
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
Angi
08.2024 - Current
- Spearheaded process optimization initiatives that reduced escalated customer cases by 30% within 6 months, resulting in significant operational efficiency improvements.
- Utilized data-driven analysis to enhance customer service operations, improving customer satisfaction by 20%.
Collaborated cross-functionally with product and engineering teams to resolve complex issues, reducing escalations by 40%. - Led training programs that improved team performance, decreasing escalations by 25% through de-escalation strategies and proactive engagement.
- Played a key role in customer retention efforts, increasing retention by 18% through strategic issue resolution and improved customer loyalty.
Customer Success Manager (Real Estate)
New Western | Jay White Group
05.2022 - Current
- Developed and implemented strategic plans that increased sales by over 60% year-over-year, leading negotiations and closing off-market property deals.
- Applied CRM tools like Salesforce to improve business development, driving an 80% increase in client base expansion.
- Generated and nurtured leads via cold calling and email campaigns, contributing to stable business growth.
Customer Experience Manager
Better.com
07.2020 - 04.2022
- Streamlined lending processes by collaborating with product and underwriting teams, achieving a 90%+ funding rate and improving overall operational efficiency by 20%.
- Led team training initiatives that focused on improving workflows, system integrations, and client communications, resulting in enhanced customer experience.
- Utilized data analysis to implement strategic changes to the CRM system, enhancing post-funding support processes.
Customer Experience Manager
Away
08.2019 - 04.2020
- Managed international cross-functional projects, leading to a 35%-40% improvement in the efficiency of luggage returns.
- Developed and standardized operational processes and communication strategies, reducing escalations and improving service quality.
Research Project Manager
Hospital for Special Surgery
07.2017 - 07.2019
- Led efforts to adapt clinical intervention projects, including rock climbing, for children with Cerebral Palsy
- Leveraged Agile project management skills, Excel spreadsheet management proficiency, and data analysis to complete project deliverables
- Identified 60% increase in range of motion for children with Cerebral Palsy who participated in rock climbing
- Improved patient care by collaborating with physical therapists and key stakeholders to develop integrated care plans
Education
Bachelor of Arts - Psychology
Dickinson
Carlisle, PA05-2014
Skills
- Data Interpretation
- Operations Strategy Development
- Cross-Functional Team Leadership
- Data Analysis Expertise
- Project Management Expertise
- Customer Experience Management
- Effective Written Communication
Timeline
Customer Experience Manager
Angi
08.2024 - Current
Customer Success Manager (Real Estate)
New Western | Jay White Group
05.2022 - Current
Customer Experience Manager
Better.com
07.2020 - 04.2022
Customer Experience Manager
Away
08.2019 - 04.2020
Research Project Manager
Hospital for Special Surgery
07.2017 - 07.2019
Bachelor of Arts - Psychology
Dickinson
Similar Profiles
Yohannes LegesseYohannes Legesse
Senior Data Analyst/Analytics Engineer at AngiSenior Data Analyst/Analytics Engineer at Angi
Leslie YoungLeslie Young
Product Escalation Manager at AngiProduct Escalation Manager at Angi
Maria MavropoulouMaria Mavropoulou
Senior CRM Marketing Manager at AngiSenior CRM Marketing Manager at Angi