JENNIFERANN CLAYTON
Smyrna,GA
Summary
Veteran of Call Center Operations Strategically aligning people, processes, and technology to optimize customer service, business transformations and driving the customer experience. Track record of passionately disrupting tradition with dynamic, client-centric solutions to redesign the organizational structure, exceed predicted goals and increase team performance. Enthusiastic and creative, with the ability to lead change through conviction, data analytics, thoughtful strategies, and a commitment to brand loyalty success. Excellent multi-tasking and prioritization skills with a track record of utilizing strong interpersonal skills to overcome challenges, influence leadership and build credibility within a team-oriented, collaborative environment Senior operations executive boosts operational efficiency and service levels to drive sustainable growth across sectors. Cross-functional collaborator and proactive executive leader with skills in policy development, tactical planning and operational problem-solving. Knowledgeable about promoting stakeholder engagement and building consensus to drive change.
Overview
14
14
years of professional experience
Work History
Director Customer Success
EarthLink
01.2021 - Current
- Managed partnership with 4 international call centers, with staff of approximately 600, through combination of vendor relationships and direct management.
- Decreased attrition at partner sites by 20%, billable hours by 15% for cost savings of $290k annually
- Improved partner performance through implementation of robust operating rhythm including: Weekly director to director touch points and Weekly, Monthly and Quarterly performance review, Skip level meetings with Team Leader/ Supervisors and Coaches and agent feedback forums
- Participated in contract negotiations focused on mutual performance goals with increased financial incentives aimed at guaranteeing performance
- Managed 1+ million dollar call center budget including, invoice review, contract negotiations, performance pay outs and claw backs and overall compliance
- Opened onshore, captive call center, focused on Executive level support. Provided leadership, Site setup, KPI creation and onboarding guidance prior to and during launch
- Built and grew internal Performance Management/ Process Improvement team of 6 senior leaders, focused on internal and external changes that would drive efficiencies and improve customer experience
- Decreased calls by 35% saving of $1.1 million, average handle time by 3 minutes for cost savings of 300K annually
- Lead internal and partner training operations team of 3 creating new training pathways reducing time to proficiency by 6 weeks, reduced attrition 20%, shortened classroom training by 6 days for 7k in cost savings per class
- Partnered with Product Team, Information Technology Team, and Senior Leadership to Implement customer experience projects aimed at increasing lifetime value of customer with IVR revisions including Natural Language Processing, place in line, and chat deflection, guided call flows and visual scripting, NICE implementation (ACD, QA, WFM).
Senior Manager Customer Experience
EarthLink
01.2019 - 01.2021
- Implement automation and digital solutions to address customer pain points and decrease calls into Support Team
- Decreased calls by 15% with cost savings of 500k annually
- Collaborate with IT to define customer experience requirements for natural voice systems, enhanced self-service options and deployment of phone one-time payments
- Successfully increased call center capacity by 200 agents by implementing new call center in South Africa
- Managed Customer Service line of business of outsourced call center agents, vendor contractual KPIs and directed training and mentoring of 2 Campaign managers, while ensuring correct staffing levels and agent education
- Led transition from CSAT survey to Net Promoter Score Survey through partnering with IT to create IVR survey and improved NPS questions that have increased scoring by 10% to average NPS score of 35% and decrease in average handle time by 170 seconds across 3 lines of business with cost savings of 150k annually.
Transformation Manager – International Strategy
United Parcel Service (UPS)
01.2018 - 01.2019
- Advised external consulting team on analysis and deployment of strategic vision change for global call centers, resulting in closure of 24 call centers consolidating into 6 large centers and 12 regional centers worldwide
- Led team of 2 supervisors and 6 interns to develop strategy and deployment plan including process documentation, cost-benefit analysis, and risk analysis which ultimately resulted in $42M in savings by reducing labor expenses, enhancements from technology, and process improvements.
Transformation Team – Special Assignment
United Parcel Service (UPS)
01.2018 - 01.2019
- Partnered with external consultants on special assignment to implement servicing capabilities to significantly improve customer's servicing experience and empower agents with omnichannel customer data as part of digital transformation
- Aggregated customer interactions across web, IVR, chat, and live agent support into single customer data lake, applying analytics to determine best course of action to support customer's needs based on prior actions
- Identified 150 projects with 3 major initiatives: Customer Data Lake, Virtual Assistant, and Call Center Consolidation
- Created and managed project plans, expense/savings forecasts, and tracked KPIs for key initiatives that resulted in 5-year, $50M savings for company and increase in Net Promoter Score of 10%.
Performance Measurement and Analytics
United Parcel Service (UPS)
01.2016 - 01.2018
- Led international team of 6 employees in support of migration to enterprise big-data analytics strategy, which led to reduction of data input times by 25% while increasing accuracy by 50%
- Created team of leaders with 3 getting promoted and 2 moving into more advanced technical roles
- Adhered to internal and external data standards inclusive of privacy law, data architecture, and GDPR
- Led strategic objective to identify and deploy process improvements within reporting function
- Implemented SQL and PowerBI to analyze existing reports for redundancies or inaccuracies, rationalization of information, documentation of operating procedures, and training, which led to 87.5% reduction of labor on weekly basis
- Promoted 1 of 3 resources managed into vacant specialist position, deploying remaining 2 into technical team roles.
Call Center Analyst
Cox Media
01.2012 - 01.2014
- Implemented call center metrics and reporting while leading call center rationalization from 4 centers to 1, while managing 15-member Tier 3 escalations team (25% were bilingual), and training 200+ total team members
- Created suite of agent and call center KPIs and implemented formal performance management process
- Increased staffing adherence by 50%, while reducing abandon rates by 25% with zero staff attrition.
Customer Service Center Reporting Analyst
United Parcel Service (UPS)
01.2010 - 01.2012
- Leveraged IVR data to identify inaccurate representation of shipping time expectations by customers due to variety of factors, ultimately identifying resolution that reduced inbound calls for these customers by 10%-15%
- Reduced manual effort in gathering metrics and producing reports by 50% while increasing accuracy.
Education
Bachelor of Science (B.S.) - Education -
Georgia State University
Atlanta, GASkills
- Strategic Solutions
- Voice of Customer
- Project Management
- Business Metrics (KPIs)
- Data Analysis
- Cross-Departmental Coordination
- Administrative Management
- Succession Planning
- Business Forecasting
- Performance Analysis
- Cost Reduction
- Customer Service Management
- P&L Management
- Supervision and leadership
- Excellent Communication
Timeline
Director Customer Success
EarthLink
01.2021 - Current
Senior Manager Customer Experience
EarthLink
01.2019 - 01.2021
Transformation Manager – International Strategy
United Parcel Service (UPS)
01.2018 - 01.2019
Transformation Team – Special Assignment
United Parcel Service (UPS)
01.2018 - 01.2019
Performance Measurement and Analytics
United Parcel Service (UPS)
01.2016 - 01.2018
Call Center Analyst
Cox Media
01.2012 - 01.2014
Customer Service Center Reporting Analyst
United Parcel Service (UPS)
01.2010 - 01.2012
Bachelor of Science (B.S.) - Education -
Georgia State University
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