Customer Service Continuous Improvement
Resume:
EMPLOYMENT HISTORY
Sr. Global Performance Manager, Brex, Remote
Directed global strategy and performance across 5 locations. Optimized partner relationships and operational efficiency. Aligned outsourcing costs with market benchmarks to meet performance targets. Exceeded performance benchmarks through strategic leadership and continuous improvement. MAR 2020 - DEC 2022
Sr. Manager, CX Programs and Global Outsourcing; GM of Warehouse; Customer Service Manager, GoPuff, Remote
Established strategic partnerships with global stakeholders. Led teams in developing innovative approaches to enhance customer satisfaction and operational efficiency. Managed the growth of the CX team, focusing on people, process, and technology enhancements. Developed and monitored key performance indicators, optimizing productivity through strategic workforce scheduling. Oversaw warehouse operations, ensuring efficient inventory management and fulfillment processes. Directed customer service initiatives, improving response times and satisfaction rates. MAY 2016 - MAR 2020
Sr. Client Solutions Manager (GM), Synergy Solutions (Answernet) Directed daily operations of a 300+ member call center Oversaw hiring, onboarding, training, and performance development Maintained positive client relationships for optimal production Fostered positive client relationships and ensured optimal production outputs. Implemented strategic plans based on data analysis to address operational outliers. Handled all HR functions including recruitment, employee relations, and performance management. MAY 2015 - MAY 2016
Sales and Support Consultant, Godaddy, Tempe, AZ
Supported business partners with hosting and online presence, consistently exceeding sales goals. Delivered hosting assistance through various Omni Channels. Contributed to a 36% increase in department sales through effective consultative sales techniques. OCT 2008 - MAY 2015
AVP Operations, Iqor, Tucson, AZ
Maintained positive client relationships and served as a point of contact. Monitored and coached call handling for quality standards. Analyzed key metrics data to identify trends and implement improvement strategies. Conducted monthly performance reviews and created improvement plans. JAN 2001 - DEC 2024
District Manager, RMS (Shell), Orange County, CA
Managed operations for multiple locations, ensuring compliance and high-quality standards. Surpassed sales targets through continuous improvement and strategic goal attainment. Optimized in-store merchandising, brand presentation, and inventory availability. 104 Growers Ave, Poteet, United States,
78065
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JENNIFER THORNTON
SR. GLOBAL PERFORMANCE MANAGER
PROFESSIONAL SUMMARY
Sr. Global Performance Manager with 23+ years of experience in enhancing operational efficiency and customer experience across multiple industries. Skilled in strategic planning, data analysis, and leadership, consistently exceeding performance benchmarks by fostering strong partner relationships and aligning market costs. Demonstrates a robust capability in managing global teams and projects, aiming to drive future advancements in global performance strategies.
SKILLS
Customer Experience Management Strategic Planning
Data Analysis Project Management
Leadership Problem Solving
Operational Efficiency
EDUCATION
Dental Hygiene, Citrus College
COURSES
Lean Six Sigma (Green Belt) at Udemy
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