Jennifer Luna

Customer Support Operations Manager

Professional Overview

Jennifer Luna is an experienced Customer Support Operations Manager with a proven track record of driving operational excellence and enhancing customer experience. With a strong background in the technology industry, she specializes in optimizing support processes, implementing data-driven strategies, and leading high-performing teams.

Experience Summary

Current Role

As the Customer Support Operations Manager at Midi Health, Jennifer is responsible for overseeing the day-to-day operations of the customer support department. She leads a team of dedicated support professionals, ensuring efficient workflows, comprehensive training, and continuous process improvements. Under her guidance, the support team has achieved consistently high customer satisfaction ratings and reduced response times by 25% over the past year.

Career Progression

Jennifer's career trajectory has been marked by progressive roles in customer support and operations. Prior to her current position, she served as the Customer Support Manager at Crunchtime, where she spearheaded the implementation of a new ticketing system, resulting in a 20% increase in first-call resolution. Earlier, she held the role of Customer Experience Enablement Team Lead at Crunchtime, where she developed and delivered comprehensive training programs to enhance the skills and knowledge of the support team.

Before joining Crunchtime, Jennifer worked as a Support Engineer and Customer Support Operations Specialist at Zenput, where she gained valuable experience in technical troubleshooting and data analysis. She also has prior experience in sales coordination and marketing, which has contributed to her well-rounded understanding of customer-centric operations.

Academic Background

Jennifer holds a Bachelor of Science in Business Administration from the University of Delaware, with a specialization in Marketing. During her studies, she was recognized for her academic excellence, earning a place on the Dean's List.

Areas of Expertise

• Customer support operations and optimization

• Team leadership and performance management

• Data analysis and process improvement

• Technical troubleshooting and customer service

• Cross-functional collaboration and stakeholder management

Professional Impact

Throughout her career, Jennifer has spearheaded initiatives that have had a tangible impact on the organizations she has served. At Midi Health, she has led the implementation of a new quality assurance program, resulting in a 15% reduction in customer escalations. In her previous role, she developed and delivered a comprehensive training curriculum that improved the first-call resolution rate by 18%.

Conclusion

With her extensive experience in customer support operations, proven leadership abilities, and data-driven approach, Jennifer Luna is poised to continue making significant contributions to the organizations she serves. Her dedication to enhancing customer experiences and driving operational efficiency makes her a valuable asset in the technology industry.