Open to opportunities

Jennifer Himebaugh

@jenniferhimebaugh

Message

Operations generalist and customer success leader who turns messy workflows into repeatable systems.

United States

Message

What I'm looking for

I’m looking for a role leading operations and customer success where I can improve workflows, build dashboards/controls, coach teams, and handle escalations with clear, policy-based decisioning—ideally in a fast-moving remote environment.

I’m an Operations generalist with 18+ years supporting fast-moving teams—improving workflows, managing escalations, and building repeatable systems with audits and controls. In remote contact center environments, I lead Tier 1 and Tier 2 support, own operational initiatives for productivity, quality, compliance, and customer experience, and help teams adopt new CRM workflows quickly.

I’m known for process improvement and an automation mindset: I design Excel-based dashboards, trackers, audits, SOPs, and controls to standardize execution and reduce variance. I bring a performance reporting and follow-through approach using CSAT, AHT, ACW, hold/transfers, attendance, and quality trends, and I translate process gaps into clear next steps with documentation, risk flags, and coaching.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Supervisor

Current

Harbor Freight Tools

Jan 2023 - Present (3 years 4 months)

Led Tier 1 and Tier 2 teams in a high-volume remote contact center, driving productivity, quality, compliance, and customer experience through standardized processes. Built Excel dashboards, trackers, audits, SOPs, and controls to reduce avoidable variance and coached associates based on performance and quality trends.

Excel Dashboard performance reporting Quality Audits SOP Development Process documentation Coaching And Accountability

Licensed Hair Stylist

Regis SmartStyle

Jan 2017 - Jan 2020 (3 years)

Delivered high-volume retail customer service through consultation, expectation setting, and consistent service quality. Built repeat clientele while maintaining sanitation standards, operational compliance, and licensure.

De escalation Relationship Management Client Retention Service quality Operational Compliance

Staffing Branch Manager

Trueblue Inc.

Jan 2005 - Jan 2017 (12 years)

Owned end-to-end operations for an industrial staffing branch with full P&L responsibility, leading improvements across recruiting, safety, compliance, client support, and operational delivery. Selected to train and onboard new Branch Managers across 80 locations while maintaining audit readiness through controls, documentation, and risk follow-up.