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Click here or scroll down to respond to this candidateEMPLOYMENT HISTORYDEC Street Address - JAN 2024Sr. Global Performance Manager, Brex, RemoteDirected 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 Street Address - DEC 2022Sr. Manager, CX Programs and Global Outsourcing; GM of Warehouse; Customer Service Manager, GoPuff, RemoteEstablished 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 Street Address - MAR 2020Sr. 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 2016Sales and Support Consultant, Godaddy, Tempe, AZSupported 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 2015AVP Operations, Iqor, Tucson, AZMaintained 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 2024District Manager, RMS (Shell), Orange County, CAManaged 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,78065EMAIL AVAILABLEPHONE NUMBER AVAILABLEJENNIFER THORNTONSR. GLOBAL PERFORMANCE MANAGERPROFESSIONAL SUMMARYSr. 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.SKILLSCustomer Experience Management Strategic PlanningData Analysis Project ManagementLeadership Problem SolvingOperational EfficiencyEDUCATIONDental Hygiene, Citrus CollegeCOURSESLean Six Sigma (Green Belt) at Udemy |
