Jaymi Barlow
Summary
Experienced service and sales manager offering industry-leading tactics in maximizing team performance, sales, and customer satisfaction. Bringing over 5 years of experience of in-person and online customer care structures. Previously responsible for hiring, training, and developing over 50 customer care reps.
Overview
8
8
years of professional experience
Work History
Member Care Supervisor
Sidecar Health
12.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted Accounts to meet changing needs.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Manager, Customer Care
Fubo Sportsbook
02.2021 - 11.2022
- Pioneered and managed care and sales units, specializing in conversions, retention, general support,
technical escalations and self service options. - CRM account Administrator, establishing all channels including voice, chat, email, web forms and SMS.
- Established training curriculums, covering onboarding and refresher training in a wide range of formats,
including video walkthrough, process workflows, training articles, PPT presentations and test material. - Integrated Al solutions to optimize care experience, resulting in 45% self service rates and 93% AVG CSAT
Manager, Customer Support and Outbound
Pointsbet
03.2019 - 02.2021
- Managed operations for new state deployments, including WFM tactics through the pandemic, managed licensure, training rollouts and state specific internal controls.
- Tactically managed weekly and monthly workforce resources on a national level synergies and improving the overall customer experience through aligned service, promotions and production initiatives.
- Key player in the assembly of the first outbound unit, a group of trained sales specialist that average +2/V
- in monthly conversions for the company.
- Completed research of complex customer friction points and turned identified gaps into conversion
- opportunities, resulting in successful sales campaigns with +55% average conversion rates.
Regional Clinical Manager
Christian Counseling Professionals
12.2015 - 03.2019
- Managed and facilitated operational activities such as staffing/scheduling, payroll, and training.
- Monitored key performance indicators for sites and worked with respective teams to proactively address
variability. - Coordinated meetings with BOM and AIR department to ensure continuous follow-up with Social Security
Office, Medicaid Office, families, and patients - Ensured timely completion of reports for management
- Partnered with administrative leaders to implement processes and systems.
- Maintained AR Director, Regional and CFO informed of outstanding Private pay, Patient Liability
Medicaid pending issues and any outstanding insurance issues.
Education
Business Management
University of New Mexico
Albuquerque, NMSkills
- Customer Service
- Workforce Management
- Sales
- Business Process Improvement
- CRM - Zendesk, Asana, Sharepoint, JIRA, Salesforce
- Strategic planning
- Quality Assurance
- Scale / Growth
- Vendor Management
- Budgeting
- Analytical Skills
Timeline
Member Care Supervisor
Sidecar Health
12.2022 - Current
Manager, Customer Care
Fubo Sportsbook
02.2021 - 11.2022
Manager, Customer Support and Outbound
Pointsbet
03.2019 - 02.2021
Regional Clinical Manager
Christian Counseling Professionals
12.2015 - 03.2019
Business Management
University of New Mexico
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