professional summary jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom driven customer success expert 20 years managing crossfunctional support teams day day operations recognized awarded exceptional leadership project performance identifying capitalizing revenue opportunities including retention initiatives offers deep commitment organizational success strong relationships process development dedication cultural leadership nurturing serving others progressive bigpicture focus accomplished innovative analytical drive act proactively especially data metrics reporting dynamic teamplayer communicator unrivaled work ethic expert auditing technology processes policies commitment resolve inefficiencies risk streamlining procedures exceeding daily objectives longterm goals accomplishments retention initiative led average revenue increase 17 average annual operational savings 84000 mentored nurtured developed staff increasing marketability value leading 467 promoted higher positions including management team attrition rate 133 created positive succession plan strengthened employee satisfaction 22 team excellence award first 2 years 2019 2020 quality assurance averages 91 awarded agent change ceo skills business process improvement metrics analysis reporting workforce management systems maintenance auditing work history crm zoho cloud telephony budgeting financial planning team leadership development consultant george mason university fairfax va 052021 current audited organizations processes performance hiring practices training quality management systems improved agent performance motivation job satisfaction onboarding training programs management practices liaise customers management sales team better understand customer needs recommend appropriate solutions identified reinvigorating kpis slas npss analyzing feedback observing consumers collecting surveys csats increasing 7 monthly generate reports detailing findings recommendations csuite progress budgeting pl planning dicector customer relations clinicomp san diego ca 102016 012021 directed 20 onsite offshore member advisors 3 team leads 1 supervisor member support established led customer service task force membership training certifications sales marketing finance influence critical business growth outcomes proposed annual operations budget industry benchmarking analyzing profit operations margins managedreported profit loss quarterly average ops savings 84000 designed facilitated classroom training modules decreased learning time 50 increased test scores average 20 managed hiring training coaching development conflict resolution performance improvement plans terminations conducted annual performance evaluations assess progress recommend professional growth plans committed mentoring nurturing developing staff increased marketability value leading 467 promoted higher positions including management developed documentation microsoft crm case management systems lead user acceptance testing uat manage 200000 client accounts collaborated scrum master pmo departments achieve crm requirements documentation training established maintained workforce management playbook include schedule adherence shrinkage utilization forecasting staff levels seasonality expected workloads dicector customer support rockstar games andover 092007 102016 built customer service unit startup vacation touring agency 1 admin 30 seat offshore call center 20 sales agents including 8 leaders managers codirector operations leading organization inaugural 5 million year average growth 2000000 annually steadily surpassed sales goals 21 per quarter served liaison csuite legal team vendors clients maintenance contracts revisions compliance led compliance growth 93 established policies core procedures across sales customer service training quality assurance departments avg qa score 91 established monitored standards best practices metrics employing recognized comprehensive benchmarks soociate director support training quality vxi global solutions inc city state 092001 112007 hired team manager overseeing team 100 sales customer service agents 400 seat call center realtime management staffing contact queues achieve agreed service levels promoted training quality assurance manager spearheading departments facilitators programs key clients verizon directv audible vonage across customer service sales quality technical support functions designed amended implemented training curriculum coaching floor development processes achieve learning objectives newhire agents accelerating learning curve facilitated continuous trainings encompassing sales techniques product knowledge processes soft skills callhandling technical support crm promoted associate director customer support training quality assurance established reinvigorated kpis slas nps reporting csuite business units suggested revisions meet exceed organizations goals education associate science business administration university phoenix tempe az