Jenniferann Clayton

About Jenniferann Clayton

Dynamic customer service leader with 10+ years of experience in scaling high-performing…

Experience

1. Director Customer Success

   EarthLink

   Dec 2021 — Present

   Managed partnership with 4 international call centers, with a staff of approximately 600, through a combination of vendor relationships and direct management. Improved partner performance through implementation of a robust operating rhythm including: Weekly director to director touch points and Weekly, Monthly and Quarterly performance reviews, skip level meetings with Team Leader/ Supervisors and Coaches and agent feedback forums Opened an onshore, captive call center, focused on Executive level support and Sales. Built and grew an internal Performance Management/ Process Improvement team of 1 Manager and 1 Sr. Manager. Team was focused on internal and external changes that would drive efficiencies and improve customer experience. The team: Lead internal and partner training operations including an internal team of 1 Training Compliance manager and 1 Instructional Designer that focused on both training compliance and creation. This team: Created new training pathways reducing time to proficiency by x% and reduced attrition x% Shorten classroom training by 6 days (per agent per class) for 7k in cost savings per class Revised training programs from fully instructor led to “Tell, Show, Do” model Also lead the partnership with the vendor training partners ensuring training was completed as designed and was meeting the needs of the agents Partnered with Product Team, Information Technology Team, and Senior Leadership to Implement customer experience projects aimed at increasing the lifetime value of the customer. These included: Complete IVR revisions and agent tools enhancements; including guided call flows and visual scripting, NICE implementation (ACD, QA, WFM)