Nina Jones
Kansas City,Kansas
Summary
As a highly skilled Director of Call Center Operation, I excel in elevating customer satisfaction. I possess extensive experience in leading and managing teams and have a proven track record of successfully implementing and expanding internal and external contact centers. www.linkedin.com/in/jonesmnina/
Overview
10
10
years of professional experience
Work History
Director of Call Center Operations
Neighborhoods.com
Chicago, IL
08.2022 - Current
- Managed and executed a seamless transition from an external call center to an in-house one with 0% downtime.
- Enhanced key performance indicators for answering customer queries by 5%
- Recruited, interviewed, hired, and trained leadership & management teams
- Fostered efficient teamwork among product, marketing, engineering, and sales departments
- Engaged with key stakeholders to pinpoint project needs and goals
- Enhanced organizational efficiency through targeted process improvements
Customer Success Support Manager
Neighborhoods.com
Chicago, IL
07.2020 - 08.2022
- Salesforce process development & implementation to support product
transition.
- Managed product transition from Talkdesk to Twilio with zero customer
downtime. - Led the launch of a new lead qualification intake form for internal and
external teams.
- Evaluated employee job performance to improve productivity and customer satisfaction (CSAT) score.
Digital Marketing Strategist
Neighborhoods.com
Kansas City, MO
01.2015 - 10.2018
- Increased sales over 18% by creating and executing B2C and B2B marketing initiatives.
- Raised average initial B2B order size by 24%
- Increased client revenue by creating effective marketing campaigns and designing a B2B site to deliver packaged marketing material.
Education
Google AdWords Certified -
Google
09.2018
Certified Energy Practitioner -
Alternative School of Medicine
01.2018
Skills
- Salesforce CRM Software
- HubSpot
- Jira
- Twilio/Talkdesk
- Stakeholder Management
- External and Internal Team Oversight
- Multi-channel Customer Experience
- Quality Assurance
- Strategy Implementation
- Product and Service Management
- Team Recruiting and Onboarding
- Proactive & Creative Problem Solving
- Cross-functional Initiatives
- Operations & Workforce Management
- Coaching and Mentoring
- International BPO Management
Timeline
Director of Call Center Operations
Neighborhoods.com
08.2022 - Current
Customer Success Support Manager
Neighborhoods.com
07.2020 - 08.2022
Digital Marketing Strategist
Neighborhoods.com
01.2015 - 10.2018
Google AdWords Certified -
Google
Certified Energy Practitioner -
Alternative School of Medicine
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