Jennifer Kyles
Swampscott,MA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager, Business Operations
Toast
07.2021 - Current
- Manage a team of Business Operations Representatives, while successfully reaching OKR and monthly metric goals
- Conduct monthly risk and compliance QA's to ensure the team is adhering to compliance standards
- Successfully led process improvement initiatives, resulting in significant time savings and increased accuracy in daily tasks.
- Championed a culture of continuous improvement within the team which led to enhanced operational efficiency and productivity.
- Leveraged technology solutions to automate routine tasks, freeing up more time for higher-level strategic planning responsibilities within the organization.
- Collaborate with internal stakeholders to assist the transition of Toast customers to a new payment processor
- Work with Senior Management to resolve escalated customer matters regarding confidential financial information, compliance best practices, and fraud/risk processes
- Assist leadership with SOX compliance checks to ensure that all internal team processes, meet strict compliance requirements
Billing Operations Specialist
Privy
02.2021 - 07.2021
- Complete Support tickets via ZenDesk for all billing related matters
- Track and manage billing metrics, data, and KPI's via Looker
- Update billing knowledgebase, ZenDesk macros, and Confluence page with any recent updates
- Collaborate with members of the Sales and Customer Success teams to resolve escalated billing matters
- Assist management with handling payment disputes, credits, and refunds via Stripe.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
Customer Experience Lead
Alyce
10.2019 - 09.2020
- Manage and delegate support inquiries and escalations involving technical product support, e-commerce support for vendor outreach, order fulfillment, tracking information, and replacements
- Successfully led the team's transition from ZenDesk to Service Cloud
- Collaborate with management to scale the Customer Experience function, using Confluence as a tool for training/information resource materials, and JIRA as an internal request/reporting system
- Analyze customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
- Led efforts to streamline communication channels, allowing for faster issue resolution and a more cohesive customer experience.
Customer Success Team Lead
CarGurus
07.2016 - 02.2019
- Successfully partnered with Advertising Operations and Salesforce Operations teams to create and implement a Customer Success team for the digital advertising program at CarGurus
- Manage customer cases using Salesforce, which consisted of timely and accurate digital advertising materials and reports on the CarGurus website using Celtra and Adobe Photoshop
- Delegate team workload, emails, accounts, project responsibilities, and conduct weekly performance coaching 1:1 sessions for a team of seven direct reports
- Resolve escalated cases, analyze data through Salesforce reporting to determine areas of customer experience gaps, and implement improvements
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
Client Recruitment Program Manager (Contract)
Survey.com
06.2015 - 06.2016
- Responsible for independent contractor onboarding, coaching, and assignment recruiting
- Maintain and distribute assignment details to independent contractors via Survey.com application
- Provide troubleshooting support for independent contractors on assignment
- Provide a team of brand ambassadors with coaching, training, and performance feedback.
Education
Bachelor of Arts- Fashion Merchandising -
Bay State College
Boston, MA05.2009
Skills
- Performance Improvements
- Financial Administration
- Proficient in Salesforce, Looker, Snowflake, ZenDesk, Drift, Splunk, JIRA, Tableau, and Microsoft Excel
- Staff Scheduling
- Cost-benefit analysis
- Effective leader
- Staff training/development
- Documentation And Reporting
- Task Delegation
- Process Improvement
Early Career
Praetorian Digital, Salem, MA 10/2014 - 05/2015
Onboarding Associate
- Responsible for new customer onboarding. Consistently surpassed goals of 30-day client onboarding and product adoption.
HCPro, Danvers, MA 02/2013 - 08/2013
Account Manager
- Responsible for customer onboarding, product demos, renewals, up-selling, and ongoing support
- Consistently surpassed goals of 2 product demonstrations per week, and upsells per month
Sports Group, Foxboro, MA 03/2009 - 02/2013
Marketing Associate
- Maintained social media and marketing projects; such as Facebook, Blogger, and Twitter accounts for The New England Revolution.
Additional Information
- Co-Founder of Alyce DEI Employee Resource Group
- Board Member of ToastHER, Employee Resource group at Toast
Certification
General Assembly: Intro to Data Analytics Certification - 11/2020
Timeline
Manager, Business Operations
Toast
07.2021 - Current
Billing Operations Specialist
Privy
02.2021 - 07.2021
Customer Experience Lead
Alyce
10.2019 - 09.2020
Customer Success Team Lead
CarGurus
07.2016 - 02.2019
Client Recruitment Program Manager (Contract)
Survey.com
06.2015 - 06.2016
Bachelor of Arts- Fashion Merchandising -
Bay State College