SVP Customer Experience

JENNIFER RIGGS

Fort Myers, FL

734-***-**** **************@*****.*** I Linkedin.com/in/Jennifer-Riggs-executive/ I Jennifer-Riggs.com

An engaging customer success executive, offering strategic leadership for over a $18 book of business, $6oM annual budget management, and over $14M in annual Professional Services revenue. A proven track record of experience building a customer-obsessed culture as a strong diplomatic servant leader. Known to deliver a fresh perspective of innovative solutions impacting complex problem solving, enhancing team training,

organizational change, and process improvements. Has received accolades as a highly self-motivated yet likable and personable leader with the ability to meet and exceed business goals.

Can add value by:

•Driving cost savings of more than s14M utilizing agile process management.

•Launching a 5-year transformation initiative that saved over s20M in annual services revenue.

•Implementing customer success best practices around engagement, success metrics, & training.

•Streamlining processes achieving decreased engagement launch times by 70%.

Areas Of Expertise

Global Operations I Strategic Planning I Cross-functional Team Building I Change Management I Agile Framework I Transformations I Incident Management I Customer Needs Analysis I P&L Budgets I Corporate Partnerships I Workforce Planning I Performance Improvement I Project Management I Reorganization I Growth Strategies! Offshoring I E-Commerce I E-learning IMulti-Site Management ICost Controls

PROFESSIONAL EXPERIENCE I KEY ACHIEVEMENTS

Led initiatives to transform customer experience and deliver high levels of customer satisfaction for each of the five Bold Group companies including Bold Technologies, Perennial Software, Secure Global Solutions, Security Information Systems (SIS) and SIMS. Responsible for optimizing Bold Group's customer experience organization; developing and integrating protocols and technology for each company; and creating a transparent, urgent, and professional experience that delivers meaningful value and impact, and ultimately delights customers.

•Created and executed SLA metrics and scorecards

•Decreased open cases by 75%

•Increased closed cases by 34%

•Increased case resolution time by 68%

•Created NPS survey response and long-term CX improvement strategy

•Implemented a 1-click customer satisfaction survey

Shaped the customer success division strategy overseeing approximately $1B Book of Business, $6oM annual budget, and over $14M in annual Professional Services revenue. Identified root cause of customer software issues and translated complex processes into clear, understandable, and actionable steps to be delivered by specified teams. Developed a culture of strategic customer relations and cross-functional team building.

•Decreased key customer call drivers by 30%

•Decreased software renewal calls by 15% through process automation

•Increased self-service usage by 450% using speech analytics

•Decreased Professional Services engagement launch by 70%

•Led 600 global Customer Success staff. 10 direct reports, overseeing all aspects of technology, call center operations, internal training and development, customer onboarding and professional services

JENNIFER RIGGS

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•Created and executed a plan to move 350+ contact center staff into pods in 4 months. Completed pilot 8 weeks

•Designed a new employee recruiting/hiring/training program

•Achieved target of 65% of customer service staff offshore

Created and managed a 10-person team transitioning 3000 customers to next-generation software. Forecasted workforce management and operations needs for over 300 staff members.

•Achieved 5-minute average speed to answer KPI during peak customer contact season

•Devised staff cross-skill plan to scale additional 50 people for peak customer contact season

•Launched live customer chat for 200+ tax and accounting software products

Transformed the culture to focus on the Customer Experience. Created and implemented a new customer onboarding program utilized by over 75 technical support team members.

•Established a standardized "White Glove" onboarding experience program to deliver a scalable, consistent onboarding customer experience.

•Implemented the first-time program for Welcome Services to reduce onboarding customer contact issues.

Analyzed and designed the workflow and specifications for the tax preparation software packages. Reviewed analysts' work, and onboarded, and trained new analysts.

EDUCATION

MBA- Master of Business Administration I International Business & HR I The University of Toledo

BA- Bachelor of Arts I Business Administration & Management I Lourdes University

Professional Development: Customer Experience Executive Certificate, Business I Seton Hall University, Stillman School of Business

Advisory Board Seton Hall University, Stillman School of Business - Customer Experience Certificate Program

CORE COMPETENCIES

Technology: Salesforce, CRM, Cloud, Microsoft Office 365 Suite (Word, PowerPoint, Power Bl, Outlook, Excel), Cisco phone system, Calabria, Workforce Optimization Suite, Zoom, Google Suite

Professional & Leadership Skills: Performance Management, KPls, Success Metrics, Vendor Relations, SWOT Analysis, C-level Relationship Management, Stakeholders Relations, Interpersonal Skills, Communicate Product Expansions, M&A, Implementation Management, Leadership Development, Motivation, Multitasking, Talent Management, Team Building, Employee Development, Resource Management, Recruiting, Mentoring, Call Center, Succession Planning, Large Budget Management, Data Privacy, Diversity, Customer Service, Customer Support, Customer Retention, B2B, B2C, Accounting Management, Client Satisfaction, Conflict Resolution, Conversions, Teamwork, Written & Verbal Communication Skills

Sr. Director, Professional Support & Services Apr 2014- Aug 2018

Manager, Tax Technical Support Apr 2010 - Apr 2014

Lead Business Analyst Apr 2002 - Apr 2010

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