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Jeremy Watkin

@jeremywatkin

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Proven customer experience leader with expertise in data analysis.

United States

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What I'm looking for

I seek a role that values customer-centric innovation and fosters collaboration.

I am a seasoned customer experience (CX) leader with a strong background in contact center operations and customer service. My journey has been marked by a commitment to enhancing customer satisfaction through data-driven insights and strategic initiatives. At ClearHello, Inc, I spearheaded customer support for multiple brands, successfully implementing a voice of customer program that elevated customer satisfaction from 89% to 94%. My ability to analyze data has strengthened decision-making processes and improved operational efficiency.

Throughout my career, I have held various leadership roles, including Director of Customer Experience at FCR, where I consulted with numerous clients to design exceptional customer service programs. My passion for customer experience extends beyond my professional roles, as I actively contribute to the CX community through writing, speaking engagements, and mentoring. I am dedicated to fostering a culture of continuous improvement and collaboration, ensuring that both customers and internal teams thrive.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Experience and Support

Current

ClearHello, Inc (NumberBarn)

Aug 2020 - Present (5 years 2 months)

Spearheaded customer support for existing brands and integrated acquisitions, consolidating operations into a multi-branded Zendesk instance. Offered seamless customer experience via multiple channels including email, phone, chat, and social media.

Zendesk Customer Satisfaction Knowledge Centered Service (KCS)Data Analysis Fraud Prevention Zapier

Product Marketing Manager

8x8

Aug 2019 - Jul 2020 (11 months)

Owned product marketing for the company's CCaaS workforce optimization stack, generating leads through speaking engagements and content creation. Coordinated product releases, developed messaging, determined pricing, and enabled the sales team.

Product Marketing SEO Content Creation Sales Enablement Highspot

Director of Customer Experience

FCR

Sep 2017 - Jul 2019 (1 year 10 months)

Consulted on outsourced customer service programs, helping clients design and deliver excellent CX by defining missions and aligning brand voice. Established quality assurance programs and presented at webinars, podcasts, and conferences.

Customer Journey Mapping Quality Assurance Emerging Technologies Public Speaking Content Writing

Head of Quality

FCR

Aug 2015 - Sep 2017 (2 years 1 month)

Led the quality assurance efforts for various customer service programs, focusing on improving service delivery and client satisfaction. Collaborated with operations teams to implement best practices and achieve key metrics.

Quality Assurance Customer Service Operations Performance Metrics Client Management Process Improvement

Director of Customer Service

Phone.com and TierraNet, Inc

Apr 2010 - Jul 2015 (5 years 3 months)

Built and scaled a multi-tiered support and sales operation for a SaaS startup, managing over 30 agents. Implemented cloud-based ticketing, chat, and phone systems, and developed a voice of customer program.

Customer service management SaaS Cloud Based Systems Kayako Five9 Social Media Support

Education

Degrees, certifications, and relevant coursework

Azusa Pacific University

Master of Arts, Leadership and Organizational Studies

2008 - 2010

Completed a Master of Arts in Leadership and Organizational Studies. Focused on developing leadership skills and understanding organizational dynamics.

Point Loma Nazarene University

Bachelor of Arts, Management and Organizational Communication

1996 - 2000

Obtained a Bachelor of Arts in Management and Organizational Communication. Studied principles of management and effective communication within organizations.