Open to opportunities

jennifer mcgowan

@jennifermcgowan

Message

Customer Service Manager driving satisfaction and process improvements.

United States

Message

What I'm looking for

I seek a managerial role where I can lead teams, improve customer satisfaction, implement QA processes, and collaborate cross-functionally for measurable service improvements.

I am a dedicated Customer Service Manager with progressive frontline and managerial experience at Where's My Ride, focused on analyzing feedback and implementing effective processes to raise service standards.

I have led teams of up to 17 customer service representatives, coaching staff and optimizing workflows to consistently exceed monthly and quarterly KPIs while improving customer satisfaction by 21%.

I designed and launched a customer service quality assurance program that reduced complaints by 22%, and I collaborate with department managers to maintain high levels of client relationship management, conflict resolution, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Where's My Ride

Aug 2022 - Oct 2025 (3 years 2 months)

Managed a team of 17 customer service representatives and improved customer satisfaction by 21% through coaching and process optimization; implemented a quality assurance program that reduced complaints by 22%.