Jeremy Whitney
Taylorsville,UT
Summary
Experienced customer service manager with 16 years of experience at all levels. Director of a contact center with a team of 50+ employees. Skilled in understanding and effectively communicating consumer needs throughout the organization. Strong ability to identify efficiencies through strategic planning and statistical analysis. Consistently enhanced and maintained high levels of employee and customer satisfaction. Received Company Top Performer Award in 2018 and 2020. Successfully implemented various contact center systems to streamline processes and optimize performance.
Overview
14
14
years of professional experience
Work History
Director of International Programs & Incentives
LifeVantage
03.2023 - Current
- Oversaw many programs including the oversight of a new compensation plan launch for Consultant sellers, an Online Marketplace (Amazon) strategy, updates to a Customer Rewards program, and the recognition program for top performers
Contact Center Director
LifeVantage
08.2017 - 03.2023
- Helped improve employee satisfaction significantly. Our team scores became so high that the company needed to separate them from the overall results to maintain accuracy.
- Implemented an Agent University program to facilitate professional growth among team members
- Initiated a Voice of Customer Program to inform leadership of trends. This was key in lowering contact volume from 10k to 6k per week.
- Improved Service levels by 20%
- Launched NPS and Customer Effort Score to track customer satisfaction
- Implementation of the Genesys Cloud CX Platform
- Transitioned team to a hybrid setting
- Drove upsells from $650K to over $1 million
- Implemented a new and effective attendance policy
Call Center Operations Manager
Stampin’ Up
09.2016 - 08.2017
- Managed a contact center of 40+ employees, ensuring optimal service through training, quality assurance, and analytics
- Coached supervisors and agents to boost performance
- Launched an Agent University program to promote professional growth
Customer Training & Support Manager
Stampin’ Up
12.2015 - 09.2016
- Oversaw training and compliance initiatives for effective communication
- Revamped new hire training and managed compliance hearings for noncompliant consultants
Market Research Specialist
Stampin’ Up
05.2010 - 12.2015
- Developed and implemented a market research program, gathering and analyzing data to inform the company of marketing strategies and product development
- Conducted surveys, focus groups, and market analysis for domestic and international markets
Education
BS - Business
Utah State University
Salt Lake City, UT01.2010
Skills
- Employee Morale
- Leadership and Development
- Process Improvement
- Interdepartmental Collaboration
Volunteer Experience
- Served a two-year mission in Honduras.
- Assisted a dental group with translating and providing support services.
Personal Information
Title: Director of Customer Service
Timeline
Director of International Programs & Incentives
LifeVantage
03.2023 - Current
Contact Center Director
LifeVantage
08.2017 - 03.2023
Call Center Operations Manager
Stampin’ Up
09.2016 - 08.2017
Customer Training & Support Manager
Stampin’ Up
12.2015 - 09.2016
Market Research Specialist
Stampin’ Up
05.2010 - 12.2015
BS - Business
Utah State University
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