Customer Service Vice President

Jessica Toledano

*** ** ***** ****, ***** ***** 786-***-**** adznju@r.postjobfree.com

www.linkedin.com/in/jessicatoledano

Profile

In pursuit of a Customer Success VP role, I am eager to leverage my extensive background as an Executive Vice President to make a significant impact. I am driven to thrive in a challenging position that allows me to apply strategic thinking, exemplary leadership

abilities, and profound business expertise to drive organizational growth.

My unwavering commitment to nurturing robust

partnerships and delivering outstanding results

empowers me to effectively lead teams and execute

critical initiatives aimed at achieving strategic

objectives. Proficient in both English and Spanish, I am a forward-thinking, seasoned executive, and

accomplished business leader with a track record of over two decades in spearheading operational and

cultural transformations, enhancing profitability, and optimizing cost savings.

Work experience

06/2021 – 07/2023 MIAMI

Executive Vice President

Account Technologies

Successfully managed and oversaw a team of 100+

employees across multiple departments/locations,

fostering seamless cross-functional collaboration

and achieving operational efficiency targets.

Strategically planned and executed company-wide

initiatives, resulting in a 15% increase in annual revenue.

Directed the development and implementation of

systems, processes, and corporate/operational

teams, closely monitoring costs to successfully scale the company and generate a monthly cash flow of

over $100,000 in 10 months.

Spearheaded the development, continuous

improvement, and delivery of customer service,

leading the team's strategic development of

operational requirements and scaling technology

to improve processes.

Created and implemented a comprehensive talent

acquisition and retention strategy, resulting in a notable 30% reduction in turnover rate and a 25%

increase in employee satisfaction.

Led negotiations and executed key partnerships

with industry-leading vendors, yielding $300,000 in Work experience

annual savings in procurement expenses while

maintaining high product quality standards.

Identified and secured over 130+ new clients on a

weekly basis.

Developed and led a multi-channel, multilingual

customer service team.

Established clear accountable performance metrics. Drove cost improvement activities by identifying

system improvements and headcount

optimization.

Enhanced the customer experience via the

adoption of self-service options and first contact resolutions.

Responsible for building integrated solutions to

transform customer experiences within the

customer success and customer care organization.

Prioritized the multiple platform integration plans, creating a practical implementation path.

Improved the certainty of absorbing large-scale

transformational change by building

communications, education, and continuous

feedback loops.

Accelerated business results by driving automation within Customer Care.

02/2019 – 05/2021 MIAMI

Director of Operations

Emphasys Software

Directed and managed a team of 15 employees to

ensure optimal productivity and seamless

operations across multiple departments.

Spearheaded the development and

implementation of standardized processes and

procedures, resulting in a remarkable 60% increase in overall efficiency and the establishment of a

streamlined workflow.

Led cross-functional teams in executing large-scale projects, notably the successful implementation of a new CRM system, leading to enhanced data

accuracy and heightened operational efficiency.

Safeguarded $10M in recurring revenue by

employing KPIs and industry best practices in

technical support.

Personally engaged with at-risk clients, effectively protecting over $450K in recurring revenue in 2019. Successfully maintained client attrition levels

below 3% over the past 2 years.

Achieved an impressive 80% team First Call

Work experience

Resolution Score through meticulous planning and

comprehensive research.

Developed and established procedures and policies

governing customer interactions and the handling

of customer feedback.

Acted as the product owner and project lead in the successful implementation of Zendesk across all

areas of the business, going live with over 4,000

users and over 230 organizations across the

country.

10/2014 – 12/2018 MIAMI

Customer Service/Training Manager

Bupa

Led and managed a team of 10 employees,

effectively overseeing daily operations to increase efficiency and productivity by 15%.

Implemented strategic cost-cutting initiatives,

successfully reducing operational expenses by 15%

while maintaining high quality standards.

Developed and executed comprehensive training

programs for staff members, resulting in a notable 20% increase in employee retention and a highly

skilled workforce.

Created and implemented comprehensive customer

service training programs, contributing to an

impressive 18% increase in customer satisfaction

ratings.

Conducted regular performance evaluations and

training sessions to ensure consistent delivery of high-quality customer service, resulting in a

remarkable 10% reduction in customer complaints.

Analyzed and assessed opportunities in the care

experience field, including competitive dynamics,

market changes, user needs, organizational

requirements, stakeholder needs, government

regulations, and strategic risks and opportunities. Collaborated in the design of call monitoring

formats and quality standards.

Managed the Customer Success team, utilizing

skilled project and client relationship management to drive measurable financial and strategic results for clients.

06/2008 – 10/2014 MIAMI LAKES

Director of Training

AHI Software

Developed and implemented comprehensive

training programs for a diverse workforce, resulting in a 20% increase in employee productivity and a

15% decrease in turnover rate

Led a team of trainers and instructional designers in the development of engaging e-learning

modules, leading to a 30% improvement in

employee knowledge retention and a 25%

reduction in training costs

Oversaw the identification and assessment of

training needs, resulting in the successful

implementation of targeted training initiatives

Work experience

that addressed skill gaps and improved employee

performance by 25%

Delivered exceptional on-site training sessions,

including classroom instruction, one-on-one

coaching, and practice sessions to audiences

ranging from 10 to 100 in the hospital industry

Conducted new-hire orientation for corporate

employees

Responsible for the development, continuous

improvement, and delivery of customer service.

Additionally, led the team's strategic development of operational requirements, while scaling

technology to improve processes. Operated with

urgency to identify and develop culture,

performance improvements, and efficiencies for

the customer and for leading/developing

leadership teams.

Education

05/2000 – 09/2002 MIAMI

Public Relations AA

Florida International University

Skills

– PROFESSIONAL KNOWLEGE

Leadership

Strategic Planning

Relationship Building

Change Management

Financial Acumen

Employee Retention

Client Retention

SAAS

CRM

Process Improvement

– SYSTEMS KNOWLEDGE

Microsoft Office

Sharepoint/Office 365

Zendesk/Jira

Twilio

Trello

ADP

Salesforce

Adobe Captivate

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