Jessica Phillips
Global Customer Experience Leader
Manor,TX
Summary
Driven by a passion for enhancing customer experiences, I am a dynamic leader with over 13 years experience in catapulting customer experience teams to new heights. With a strategic mindset and a customer-centric approach, I am eager to contribute my expertise to empower teams, cultivate innovation, and exceed customer expectations.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Director of Content Support & Remediation
Pluralsight
4 2021 - 06.2023
- Validated and maintained Cloud Content across dual platforms to provide our customers with asuccessful and rewarding experience.
- Formulated and executed strategic initiatives aimed at enhancing customer support processes, resulting in an impressive 35% reduction in response times and a notable 6% increase in customer satisfaction scores.
- Spearheaded comprehensive hiring, training, and development programs that yielded a commendable 25% reduction in onboarding time, ultimately elevating team efficiency. My team comprised 2 managers and 14 team members, spanning across 2 specialized functions.
- Fostered collaboration with cross-functional teams, including Product, Engineering, Marketing and Sales, to pinpoint opportunities for product enhancements and ensure the seamless delivery of customer experiences.
- Established and consistently excelled in key performance indicators (KPIs), routinely analyzing metrics to drive a culture of continuous improvement in team performance and customer outcomes.
- Honored with recognition as a top leader on two occasions during my tenure, reflecting my commitment to excellence and leadership within the organization.
Director of US Support
Fourth Enterprises
10.2015 - 04.2021
- Conducted comprehensive analysis of departmental data to inform resource allocation, identify trends, explore opportunities for reducing retention, and propose product improvements.
- Maintained LMS system including vendor relations, audits, progress tracking, and collaborating with Engineering, Product, Sales and Marketing to ensure we are providing top-tier services.
- Assumed responsibility for critical HR functions, including hiring, terminations, and payroll management for our global support team. My team comprised 4 Managers, 6 Leads, and 40 team members, distributed across 5 specialized functions, encompassing both internal and third-party support resources.
- Led the development of departmental Key Performance Indicators (KPIs), encompassing Service Level Agreements (SLAs), Customer Satisfaction (CSAT), Retention rates, and Productivity metrics.
- Received recognition and commendation as a top leader within the company on more than five occasions during my tenure, reflecting my consistent dedication and impactful contributions.
Senior Manager
Fourth Enterprises
01.2013 - 10.2015
- Managed a team comprising 2 Leads and 16 team members, distributed across two specialized functions: Enterprise Account Specialists and Integration Support.
- Collaborated seamlessly with internal stakeholders to pinpoint areas ripe for process improvement, resulting in a notable reduction in customer resolution times.
- Oversaw and collaborated with internal leaders on various complex implementation projects to ensure smooth and successful product adoption.
- Demonstrated leadership versatility by effectively standing in for our Director during their absence, ensuring the seamless continuation of critical responsibilities.
- Exhibited commitment to organizational values by creating and orchestrating events, contests, or tasks that highlighted and reinforced these core principles.
Education
Certification - Project Management (PMP)
Udemy
Online 11.2023 - Current
Mass Communications
Arizona State University
Tempe, AZ 12.2023 - 02.2024
BI Data Science Bootcamp
Udemy
Online 08.2023 - 11.2023
Certificates - Organizational Leadership
LinkedIn Learning
Online 12.2017 - Current
Associate of Arts - Psychology
Victoria Community College
Victoria, TX 08.2008 - 12.2008
Skills
- Strategic planning and execution
Staff training/development
Data analysis
Product development
Timeline
Mass Communications
Arizona State University
12.2023 - 02.2024
Certification - Project Management (PMP)
Udemy
11.2023 - Current
BI Data Science Bootcamp
Udemy
08.2023 - 11.2023
Certificates - Organizational Leadership
LinkedIn Learning
12.2017 - Current
Director of US Support
Fourth Enterprises
10.2015 - 04.2021
Senior Manager
Fourth Enterprises
01.2013 - 10.2015
Associate of Arts - Psychology
Victoria Community College
08.2008 - 12.2008
Director of Content Support & Remediation
Pluralsight
4 2021 - 06.2023
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