Jennifer Carver

About Jennifer Carver

Adaptable and Results-Proven Customer Service and Customer Success Leader with over 10…

Experience

1. Director, Regional Customer Service

   Cargill

   Sep 2020 — Present

   In my current role with Cargill, I develop customer support strategies and drive global strategy with internal and external stakeholders. Inclusive of establishing service level agreements, workflow architecture, and work with external vendors.Establish key metrics for Customer Service and Settlement teams, built dashboards for senior leaders. Lead a multi-channel service organization, managing 70+ customer support specialists and driving improvements in service quality and customer satisfaction metrics. Collaborated with cross-functional teams (sales, finance, and operations) to implement service level agreements that enhanced the customer experience.Designed and executed a comprehensive customer support strategy, achieving a 10% reduction in processing expenses through process automation and workflow optimization. Spearhead cross functional leadership development 2-daycourse and 15-page standards of service document that outlining customer support strategies, values, service level agreements, and initiatives. Brought voice of the customer surveys to life, created a sustainable loop acting on insights direct from customer feedback. Lead contact center for 200+ agents through restructure and establishing key metrics and dashboards with new cloud-based software.

Education

• Missouri State University

  Customer Experience Advisory Board

  2020

• Missouri State University

  Bachelor’s Degree, Hospitality Administration/Management

  2007 — 2011

Skills

• Revenue Analysis
• People Management
• Resorts
• Tourism
• Training & Development
• Hospitality Industry
• Hospitality
• Microsoft Office
• Front Office
• Team Building
• Customer Satisfaction
• Budgets
• Strategic Planning
• Food & Beverage
• Property Management Systems
• Customer Service
• Yield Management
• Hotel Management
• Budgeting