Customer Experience Quality Assurance

MEGAN JIMENEZ

OPERATIONS & CUSTOMER EXPERIENCE

MANAGER

P 858-***-**** E ************@*****.*** A

***** ****** *****

Valley Center, CA

92082

W

linkedin.com/in/megan

-jimenez-9599b7140

OBJECTIVE

Advanced operations and customer experience manager with over 10 years of experience and proven success in productivity, quality assurance, and leadership. Highly skilled in operations through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals. KEY SKILLS

● Leadership and People Development

● Customer Experience – Quality Assurance

● Contact Center Reporting

● Workforce Management – Scheduling

● Business Outsource Relationship

Management

● KPI and SLA Management

● Productivity and Efficiency

EXPERIENCE

May 2021 - June 2023 Senior Manager, Customer Experience Manscaped Inc.

Manage day-to-day operations of up to 25 direct reports, focused on meeting key business metrics and continuous improvement initiatives

Manage, organize, and prioritize daily work flow that executes to SLA’s Analyze and document processes, procedures, and problems. Develop solutions to enhance efficiencies. Critical thinking and problem solving to identify process improvement opportunities, propose process and/or system modifications

Develop KPIs and reporting for daily tracking

Ensure challenges are managed and escalated as appropriate. Evaluate business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.

Support best practices and organizational needs through both tactical and strategic plans to help facilitate growth. Ensure the Leads and Team Members have proper access to the necessary tools and process updates to perform their assigned duties.

Vendor management with BPO Eflex, CRM (Kustomer) Team, Simplr, and UnBabel Reduce average response time by 4 hours and partnered with team in D2C delivery, refund, and replacement strategies Hire and onboard contact center employees onshore, and partnered with offshore BPO (Philippines) Ensure delivery of customer experience inbound, outbound and by email, chat, and phone if necessary Ability to work in Omni-Channel environment and partner with peers and other departments on operational needs and processes

Setting customer satisfaction targets and working wit the team to meet targets consistently Act as third contact for escalations and partner with Customer Experience Supervisor on escalation process Performance Evaluations - as needed and annually

Partnered with business leaders to deliver services that support company objectives and consistent company initiatives March 2015 - May 2021 Manager, Client Support - Operations Renovate America

Manage day-to-day operations of up to 26 direct reports, focused on meeting key business metrics and continuous improvement initiatives

Increase efficiency & performance by monitoring team member productivity and providing feedback in-one-on one’s & live coaching; implementing contact center strategies such as effortless experience, resource toolkit, and productivity management

Reduce process inconsistencies & effectively train team members on best practices: Use of technology and systems provided to complete each duty, average handle time, and more. Hire and onboard contact center employees onshore, offshore (Philippines), & nearshore (Mexico City) BPO Manage administrative tasks associated with people management – payroll, reviews, corrective action Consult with management, sales, compliance, finance, underwriting, and team members to better understand customer needs & recommend experience solutions

Perform quality assurance evaluations to drive agent development & improve employee performance Monitor real time SLAs and agent states to ensure maximum availability & adherence to SLA expectations Provide daily/weekly/monthly reporting using ACD, IVR, and CRM systems Act as a second level point of contact for escalations, complicated account management or at-risk files Identify and communicate operational and technological risks within the business. March 2009 – March 2015 Customer Service Rep/ Data Entry Rep Publisher’s Creative Systems

Train new hires on company’s procedures and job responsibilities Compile error reports to supervisors

Point of contact for average of 100 inbound calls per day Compose responsive emails on average of 85 per day Key average 900 pieces per day; data entry

Accounts Receivables; process credit card & check payments Responsible key holder for opening business

March 2005 – March 2009 Assistant Manager - Trainer Dad’s Fire House Pizza

Train new hires on company’s procedures and job responsibilities Cook, clean, prep food for inside the restaurant

Catering

Cash register, service to customer

Responsible key holder for opening and closing business TECHNICAL SUMMARY

Telephony/Contact Center Applications

• ACD – Five 9 & InContact, Kustomer, Simplr

Customer Relationship Management Applications

• Salesforce, Quickfill, Asana

Microsoft Office & Other Applications

• Microsoft Office– Canva, Lucid, Word, Outlook, PowerPoint, and Excel

• Analytics – Tableau

• People Management – Workday, SharePoint, Paylocity, TrakStar, Unbabel EDUCATION

Palomar College, San Marcos and Redlands University, Redlands Completed 3 Years

GPA: 3.53

Major: Business Administration

AWARDS

Core Values Champion – Renovation America

Effortless Experience Award – Renovate America

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