Summary
Overview
Work History
Education
Skills
Professional Highlights
Volunteer Experience
Timeline
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Jasmine White

Menifee,CA

Summary

Transformational Leader in Customer Experience and Operations Accomplished Customer Experience Leader with 12 years of expertise in steering teams through operations and client relations, driving strategic enhancements to boost efficiency and customer satisfaction. Proficient in leading diverse teams and overseeing large-scale projects, with a strong emphasis on operational excellence and team development. Committed to fostering continuous improvement and innovation, leveraging deep experience in CRM and SaaS systems to propel business growth and customer loyalty.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

IdentityIQ
Temecula, CA
05.2023 - Current
  • Spearheaded CRM application support, leading to a 40% increase in team productivity and a 45% rise in user competency
  • Designed and executed strategic training initiatives, reducing support ticket volume by 20% and decreasing system downtime by 40%
  • Directed efforts to resolve over 600 technical issues, achieving a 25% boost in team productivity and a 95% user satisfaction rate
  • Managed the seamless integration of acquired software, improving system trust by 50%.

Customer Experience Manager

Google
San Diego, CA
10.2015 - 02.2023
  • Orchestrated onboarding processes for 20+ new hires, enhancing integration efficiency by 40% and reducing onboarding time by 25%
  • Amplified company revenue by 8% through strategic customer base expansion and superior service delivery, achieving a 15% increase in referrals and a 10% market share growth
  • Analyzed and improved service quality processes, resulting in a 10% increase in the customer base and a 20% reduction in negative customer experiences
  • Led a 20-person team, driving a 40% growth in market share and a 50% rise in revenue streams through performance evaluations and actionable insights.

Customer Experience Supervisor

Webpass
Chicago, IL
06.2013 - 10.2015
  • Directed the rollout of innovative customer programs, contributing to a 25% rise in customer referrals and a 10% increase in program efficacy
  • Enhanced team efficiency by 20% through targeted coaching and open communication, achieving a 10% reduction in project turnaround time
  • Strategically scheduled staff to maintain a 95% service level target, reducing average handling time by 10%
  • Reduced customer experience issues by 71% and maintained a client renewal rate of 74%.

Education

Bachelor of Business Management -

Southern Illinois University at Edwardsville

Skills

  • Leadership Development
  • Strategic Planning
  • Performance Management
  • Stakeholder Management
  • Staff Training and Development
  • Customer Relationship Management (CRM)
  • Revenue Growth
  • Pipeline Development
  • Policy Implementation
  • Employee Coaching and Mentoring

Professional Highlights

  • Customer Satisfaction Excellence: Achieved a 99% customer service satisfaction rate at Google, underscoring a commitment to exceptional customer experiences.
  • Team Leadership: Successfully led and mentored teams of up to 20 members, fostering a collaborative environment and enhancing team performance in customer service and support roles.
  • Revenue Growth: Engineered an 8% revenue uptick at Google by expanding the client roster through exceptional service delivery, maintaining a cancellation rate below 10%.
  • Operational Improvements: Implemented process enhancements that increased the customer base by 10% and reduced negative customer experiences by 20%.

Volunteer Experience

San Diego Food Bank, Conducted training and orientation sessions, enhancing volunteer effectiveness and engagement.

Timeline

Customer Success Manager

IdentityIQ
05.2023 - Current

Customer Experience Manager

Google
10.2015 - 02.2023

Customer Experience Supervisor

Webpass
06.2013 - 10.2015

Bachelor of Business Management -

Southern Illinois University at Edwardsville

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Jasmine White