Microsoft Office Suite: Excel, PowerPoint, Word, SharePoint, Teams, Planner
Jennifer Barron
San Angelo,TX
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Driven and resourceful customer experience professional with 13 years of experience in resolving customer issues, customer retention, process improvements, and fostering key client relationships across diverse verticals for optimal business growth. Expertise in customer service, project management, and relationship building.
PROFESSIONAL HIGHLIGHTS
- Purposeful success-oriented leader adept at identifying customer needs and executing innovative quality focused initiatives through technology trends, anticipating roadblocks, and thinking outside of the box.
- Ambitious and motivated manager skilled in customer lifecycle, talent management, conflict resolution, and mentoring; driving motivation and teamwork.
- Innovative leader fostering strong relationships through open-mindedness and resourcefulness.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Success Manager
LiveOps Inc
11.2018 - 07.2023
- Skillfully produced and executed targeted competency-based leadership development training programs yielding a remarkable 20% surge in first-call resolution rates within 30 days of implementation.
- Created effective customer retention strategies leading to a 7% decrease in churn rate.
- Cultivated strong relationships with key stakeholders, resulting in an immediate 15% increase in client satisfaction.
- Orchestrated 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 Experience Supervisor
LiveOps Inc
01.2016 - 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 coordination of a new-hire mentoring program driving a 22% increase in employee productivity within 6 months.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Senior Program Manager
Blue Cross Blue Shield
05.2010 - 02.2016
- Expertly directed cross-functional teams overseeing member account management and driving insurance sales processes
- 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
- Directed targeted training programs and knowledge-based expansion based on data-driven insights resulting in a 20% increase in first-call resolution rates within 2 months of rollout.
Software
Creative Tools: Adobe Creative Cloud, Canva
Collaboration and Communication: G Suite by Google Cloud, Virtual Desktop, Microsoft Teams, Slack, Zoom
Project Management and Productivity: Trello, Asana, Mondaycom, Basecamp, Notion
Data Analysis and Visualization: Tableau, Domo
Customer Engagement and Support: CRM databases, Zendesk, Freshdesk, Intercom
Automation and AI: IVR, AI, Chatbots, Okta
Email Marketing: Mailchimp, Get Response, Constant Contact
File Management: Dropbox, OneDrive, Google Drive
Remote Access and Collaboration: Citrix, VMware, TeamViewer
Financial Management: QuickBooks
Learning Management: Litmos, Blackboard
Education
Bachelor of Science - Management
2024
Concentration - Project Management
Associates of Arts - Business Communications
2018
High School Diploma - undefined
2003
Certification
- CPM - Certified Professional Manager
- Project Management, Google
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Company CultureCareer advancementHealthcare benefitsWork from home optionSkills
- Sales Proficiency
- Training Programs
- Brand Enhancements
- Information Updates
- Client Service Optimization
- Customer Service and Assistance
- Account Management
- Staff Leadership
- Interdepartmental Collaboration
- Sales Management
- Quality Control Standards
- Customer Retention
- Schedule Management
- Effective Customer Communication
- Agile Principles
- Strategic Communication
- Change Management Process
- Salesforce CRM Experience
- Customer Relations
- Active Listening
- Critical Thinking
- Consultative Selling
- Complex Problem-Solving
- Presentations
Timeline
Customer Success Manager - LiveOps Inc
11.2018 - 07.2023
Customer Experience Supervisor - LiveOps Inc
01.2016 - 11.2018
Senior Program Manager - Blue Cross Blue Shield
05.2010 - 02.2016
Western Governors University - Bachelor of Science, Management
Strayer University - Associates of Arts, Business Communications
James Madison High School - High School Diploma,
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