Jennifer Barron
Customer Experience Manager
San Angelo,Texas
Summary
Compassionate and efficient Customer Experience Expert dedicated to providing best-in-class and effective support across multiple channels. Offering over 20 years of extensive customer service, management, leadership, relationship building, and administrative expertise. Empathetic and inquisitive in nature driven to satisfy customer and client needs through superb communication strategies, time management techniques, detail-driven, and adaptable to any environment. Adept in technology, streamlining processes, and driving communication, with a strong business acumen and history of success in the virtual space.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Quality Assurance Analyst
Liveops Inc
Remote, TX
12.2020 - Current
- Stimulated growth by implementing new and highly successful process strategies to drive transparency and communication throughout the organization.
- Communicated with people and teams cross-functionally to ensure continued functionality and adaptability of learning facilitation processes with integration across teams, verticals, and accounts.
- Drove client satisfaction and minimized agent attrition through maintaining clear objectives and thoughtful communication increasing overall retention rate by 7%
- Fixed identified issues to improve workflows.
- Wrote and maintained detailed internal documentation on developed systems.
Lead Client Experience Specialist
Liveops Inc
Remote, TX
11.2018 - 12.2020
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Delivered excellent customer service, resulting in consistent 4-5 NPS throughout the agent community and client pipelines.
- Responsible for maintaining client and program SLA's while driving agent success through KPI management.
- Responded proactively and positively to rapid change
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Independent Contractor
Liveops Inc
Remote, TX
08.2016 - 11.2018
- Exceeded client required service levels for AHT, ACW, NPS, ATT, etc.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customers' needs.
- Handled over 200 calls per shift signing up new customers, retrieving customer data, presenting relevant and pertinent information to address customer need.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities
- Collaborated closely with clients to better understand entire project scope
Account Manager
Blue Cross Blue Shield
San Angelo, TX
08.2013 - 02.2016
- Initiated and implemented new hire project managing new employee mentoring program to increase new-hire retention by 62%.
- Increased pipeline by 13% during 2nd quarter of 2014 by improving visibility and implementing multi-channel communication methods.
- Identified and improved shortcomings in quality assurance metrics through reach outs, quarterly reporting, in-person reviews increasing client satisfaction by 17% YoY
Operations Manager
Whattenberg - Viper Capital
San Angelo, TX
02.2010 - 04.2013
- Directed office operations including basic staffing responsibilities such as; hiring, payroll, and coaching of 25+ in office personnel.
- Managed and recorded office expenses, field expenses, and reconciled accounts to maintain accurate, current, and compliant financial records.
- Observed each employee's individual strengths initiating a mentoring program to improve weakness
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT 10.2018 - 08.2021
Associate of Arts - Business Communications
Strayer University
10.2016 - 08.2018
Skills
Team Player
undefinedTimeline
Quality Assurance Analyst
Liveops Inc
12.2020 - Current
Lead Client Experience Specialist
Liveops Inc
11.2018 - 12.2020
Bachelor of Science - Business Management
Western Governors University
10.2018 - 08.2021
Associate of Arts - Business Communications
Strayer University
10.2016 - 08.2018
Independent Contractor
Liveops Inc
08.2016 - 11.2018
Account Manager
Blue Cross Blue Shield
08.2013 - 02.2016
Operations Manager
Whattenberg - Viper Capital
02.2010 - 04.2013
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