Victoria Justice
Phoenix,AZ
Summary
Experienced customer service professional with 11 years in the industry, including 8 years in leadership and management roles. Expert in balancing employee satisfaction with policy enforcement while driving operational excellence. Proven ability to manage complex projects and lead cross-functional teams to achieve strategic goals. Skilled in designing and delivering training programs that enhance team capabilities and support company and personal growth. Committed to fostering a positive work environment and optimizing customer experiences through effective project management and continuous improvement initiatives.
Overview
8
8
years of professional experience
Work History
Associate Manager
Opendoor
Tempe, USA
01.2022 - Current
- Exceeded Performance Goals & Led High-Performing Team: Directed a customer support team that consistently outperformed KPIs, maintaining the top position in performance rankings among six teams
- Identified key areas for improvement and implemented targeted strategies, resulting in sustained high performance and operational excellence
- Enhanced Onboarding & Training Programs: Spearheaded the onboarding and continuous learning initiatives, leading to a 43% improvement in 90-day employee retention
- Designed and delivered comprehensive training programs, upskilling team members at scale and fostering long-term success through effective learning solutions
- Optimized User Experience & Service Delivery: Collaborated cross-functionally with internal teams to analyze customer feedback and identify pain points, driving continuous enhancements in user experience
- Championed a culture of recognition, celebrating team achievements and fostering an environment of continuous improvement
Exec. Level Escalation/Brand Preservation Manager
Opendoor
01.2017 - 01.2022
- Managed Sensitive Escalations & Brand Reputation: Led the Office of the President team in addressing high-priority escalations, including issues from the Attorney General, legal matters, BBB complaints, and CEO-directed concerns
- Oversaw sensitive trust and safety issues involving account security, user safety, and product malfunctions
- Delivered critical insights on emerging trends from third-party reviews and escalations to the engineering team, collaborating with executive leadership to address pressing product and customer experience challenges while ensuring effective and timely resolution of all cases
- Developed Brand Preservation & Review Response Teams: Built and managed a team responsible for responding to third-party reviews across all 1P and 3P platforms, with a focus on Amazon
- Developed QA rubrics to standardize responses, enhance response quality, and drive positive sentiment
- Implemented strategies to improve conversion rates, boost star ratings, and strengthen brand reputation across multiple channels, contributing to increased ROI
- Delivered Strategic Business Reviews & Actionable Insights: Created and presented comprehensive weekly, monthly, and quarterly business reviews to organizational stakeholders, identifying key product and user pain points
- Led initiatives to resolve product malfunctions and refine the user experience by collaborating cross-functionally with engineering, product, and customer support teams
Education
High School Diploma -
Cortez High School
Glendale, AZ01.2012
Skills
- Leadership & Team Management
- Policy Enforcement & Compliance
- Project Management
- Training & Development
- Customer Service Optimization
- Performance Metrics and Analysis
- Conflict Resolution
- Change Management
- Communication Skills
- Public Reputation Management
Timeline
Associate Manager
Opendoor
01.2022 - Current
Exec. Level Escalation/Brand Preservation Manager
Opendoor
01.2017 - 01.2022
High School Diploma -
Cortez High School