Jamie Bowden
Riverton,Utah
Summary
Strategic-thinking individual experienced in developing and establishing customer service teams ranging from 10 to 110. Offering engaging and pleasant personality with expertise improving customer relationships. Successful at coordinating and integrating workflow and processes as a key player in customer service operations. Exceptional communication, coordination and problem-solving abilities. Functional Senior Director driving proven results within the Direct Selling Industry. Manages complex occupational issues while meeting business objectives. Strong operational skills and solid experience regulating policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold company vision.
Overview
13
13
years of professional experience
Work History
Sr. Director of Member Service
Xyngular
Lehi, Utah
01.2015 - Current
- Helped scale growth of over 300% increase in incoming interactions during pandemic.
- Successfully implemented and managed outsourcing partner while maintaining standards and KPI’s for both teams.
- Key member and lead driver of developing an interactive text bot that was used for over six years to support our fields success and compliance with Xyngular’s weight loss program.
- Established and maintained relationships with several leaders of all ranks.
- Created a unique program to help ensure each customer’s interaction with us was personal and positive, connecting them to the agent and creating loyalty with the company.
- Developed an incentive program to empower agents to grow at their own pace and allow them the opportunity to continually improve their skills.
- Extensive experience in collaboration and communication with all departments to ensure projects and BAU’s are completed on time.
Sr. Manager of Executive Support
Zrii LLC
Draper, Utah
08.2009 - 01.2015
- Managed a team of over fifty Executive Support representatives; handled all scheduling on multiple platforms to ensure proper coverage for call volume throughout the workday.
- Succeeded in lowering average wrap-up times to 1:30 and maintained a service level of 80 percent.
- Created internal incentive program to encourage Zrii distributor retention. Due to this program the company saved nearly $250,000 in revenue in a single year.
- Extensive experience in recruiting, interviewing, and hiring talented staff. Thirty percent of the staff hired has been internally promoted to higher-level positions.
- Increased Better Business Bureau rating from a C- to an A-.
- Implemented an incentive program that nearly tripled early convention ticket sales.
Education
Associate of Science - English
Salt Lake Community College
Salt Lake City, UT05.2019
Skills
- Strategic Vision
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Collaborative Leadership
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Key Performance Indicators (KPI)
- Core Values Management
- Employee Performance Reviews
- KPI Monitoring
- Corporate Communications
- Client Satisfaction
Timeline
Sr. Director of Member Service
Xyngular
01.2015 - Current
Sr. Manager of Executive Support
Zrii LLC
08.2009 - 01.2015
Associate of Science - English
Salt Lake Community College
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