Jill Weber

• Assisted Sales and Account Management with demonstrations to showcase tools functionality.
• Liaised with developer and technical teams to integrate workstreams and implemented new client business.
• Managed complex projects for client onboarding.
• Conducted delegate and traveler training sessions.
• Trained other teams members to bring them up to speed on products functionality and services delivered.

• Established efficient communication channels and liaise between key clients and internal departments
• Maintained assigned key accounts and provide ongoing client support; monitor expectations and satisfaction.
• Developed and implemented client relationship management strategies
• Recommended and implemented innovative solutions that improve performance in key KPIs
• Worked with customers to develop strategic business and account plans.

Sr. Program Manager, Contact Center Support Onboarding (2017-2018)

• Responsible for creating and executing detailed project onboarding plans to ensure site readiness for new call center operations as well as migration of businesses from legacy technology platforms due to acquisitions.

Sr. Manager, Global Relocations, Hotel Product (2016-2017)

• Led global service delivery team responsible for business KPI performance of ~500 agents across 5 contact centers. Collaborated across multi-functional teams to develop, prioritize, and execute implementation of tools and strategies focused on improving the overall customer journey.

Sr. Manager, Escalations for Americas (2014-2016)

• Developed and delivered client escalation strategies for Canada, US, and Latin America regions. Designed and implemented social media strategies to ensure swift response to customer escalation. Conducted process gap analysis to identify and close gaps resulting in both agent and customer experience improvements.

Sr. Manager, Global Compliance and Optimization (2012-2014)

• Developed and delivered client escalation strategies for Canada, US, and Latin America regions. Designed and implemented social media strategies to ensure swift response to customer escalation. Conducted process gap analysis to identify and close gaps resulting in both agent and customer experience improvements.