Jeremy Watkin

About Jeremy Watkin

Proven visionary leader, seasoned manager, and lifelong learner experienced in building both customer service teams and customer experience programs. Capable of creating a customer service operation from scratch and technically savvy enough to scale it with a rapidly growing business.

Experience

1. Director of Customer Experience and Support

   Numberbarn

   Jul 2020 — Present · San Diego, CA, US

   Spearheading customer support for existing brands NumberBarn and NumberGarage, folding in theacquisitions of String, DomainSpot, and TierraNet. Consolidated operations into one multi-brandedZendesk instance. Thoughtfully and intentionally offering customers a seamless experience via email,phone, chat, social media, customer community and self-service.Key Accomplishments- Implemented comprehensive voice of customer program, improving customer satisfaction from 89%to 94% and boosting public review site ratings- Elevated ticket self-solve rate to above 5%, implementing Zendesk Answer Bot andKnowledge-Centered Service (KCS) training- Prioritize needed tools and features to boost revenue, combat fraud and improve customer supportefficiency through collaborations with the product and engineering teams- Strengthened forecasting, productivity, decision-making, and fraud prevention through data analysis- Established productivity and quality metrics for the customer support team and built dashboards andtraining to help managers hold team members accountable to those standards- Selected, implemented and managed a contact center outsourcing partner- Assisted in the selection and implementations of the Hubspot CRM, using Zapier to create successful hand-offs between sales, support and customer success.

Education

• Azusa Pacific University

  Master of Arts, Leadership and Organizational Studies

  2008 — 2010

• Point Loma Nazarene University

  Bachelor's, Management and Organizational Communication

  1996 — 2001

Skills

• Team Management
• Customer Experience
• Selling
• Start-Ups
• Product Marketing
• Voip
• Sales
• Customer Relationship Management (Crm)
• Business Development
• Team Building
• Management
• Email Marketing
• Managed Services
• Saas
• Telecommunications
• Product Development
• Solution Selling
• Business Planning
• Product Management
• Customer Service
• Business Strategy
• Lead Generation
• Entrepreneurship
• Mobile Devices
• Sales Management
• Cloud Computing
• Team Leadership
• Account Management
• Salesforce.com
• Crm
• Cross-Functional Team Leadership
• Marketing Strategy
• Strategy
• E-Commerce
• Strategic Partnerships
• Customer Satisfaction
• New Business Development