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Jennifer Barron
Customer Success Manager
Summary
Experienced customer-centric professional with a 13-year track record in resolving issues, retaining customers, and driving process enhancements. Expert in customer service, project management, and relationship building. Skilled in fostering key client partnerships across diverse industries for optimal business growth.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work History
Customer Success Manager
Liveops Inc.
Scottsdale , AZ
11.2018 - 07.2023
- Successfully introduced and implemented a streamlined competency-based leadership development training, achieving a 20% reduction in time-to-value within 90 days.
- Executed a successful customer retention strategy, leading to a 7% decrease in churn rate.
- Cultivated strong relationships with key stakeholders, resulting in an immediate 15% increase in client satisfaction.
- Effectively managed the day-to-day operations and career development of 200 remote call center agents and 25 quality assurance specialists leading to a 25% improvement in quality metrics within 4 months.
Customer Service Supervisor
Liveops Inc.
Scottsdale, United States
08.2016 - 11.2018
- Successfully structured and implemented customer service policies and procedures resulting in an 8% improvement in customer satisfaction within 60 days.
- Led the planning and execution of a mentoring program driving a 22% increase in employee productivity within 6 months.
Senior Account Manager
Blue Cross Blue Shield Of Illinois
San Angelo, TX
05.2010 - 02.2016
- Managed day to day operations, team performance, onboarding, training and reporting for 8 account managers.
- Cultivated a culture of teamwork and collaboration through empathy and active listening, achieving a remarkable 25% increase in team productivity.
- Introduced targeted training programs based on data-driven insights, resulting in a 20% increase in first-call resolution rates and improved member satisfaction scores with 2 months of rollout.
Education
Associate of Arts - Business Communications
Strayer University
Washington, DC 03.2016 - 09.2018
Bachelor of Science - Business Management
Western Governors University
San Antonio, TX 09.2022 - Current
High School Diploma -
James Madison High School
Norcross, GA 2000.08 - 2003.06
Software
Collaboration & Communication: Google Workspace, Virtual Desktop, Teams, Slack, Zoom, Jira, Skype for Business, GoToMeeting, BlueJeans, Webex
Project Management & Productivity: Trello, Asana, Mondaycom, Basecamp, Notion
Data Analysis: Tableau, Domo
Customer Support: Salesforce, CRM databases, Zendesk, FreshDesk, Intercom, HappyFox, HubSpot Service Hub, LiveAgent
Email Marketing: Mailchimp, Get Response, Constant Contact
Remote Access & Collaboration: Citrix, VMware, TeamViewer
File Management: Dropbox, OneDrive, Google Drive, Box, iCloud
Skills
Team Building
undefinedAccomplishments
- Supervised team of 200 staff members.
- Collaborated with team of 80 people in the launch of a major Healthcare Enterprise achieving alignment with client metrics within a two-week timeframe.
Certification
CM - Certified Manager Certification
Interests
Lifelong Learning
Traveling
Cooking
Timeline
Project Management Training - current
01-2023
Bachelor of Science - Business Management
Western Governors University
09.2022 - Current
Customer Success Manager
Liveops Inc.
11.2018 - 07.2023
Customer Service Supervisor
Liveops Inc.
08.2016 - 11.2018
Associate of Arts - Business Communications
Strayer University
03.2016 - 09.2018
Senior Account Manager
Blue Cross Blue Shield Of Illinois
05.2010 - 02.2016
High School Diploma -
James Madison High School
2000.08 - 2003.06
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteOn-SiteImportant To Me
Work from home optionCompany CultureHealthcare benefitsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
Willing to relocate.
- Austin, Texas
- Houston, Texas
- Florida
- Seattle
- South Carolina
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