Jaime Esper Email & Phone Number

El Segundo, California, United States

Providing strategic leadership and guidance for the Belkin Customer Advocacy organization with direct responsibility over our:• Global Contact Center Operations • Customer Experience Leadership• Digital Service Transformation & Operations• Global P&L Responsibility• Service Delivery Automation• Voice of Customer Data Analysis• CRM Strategy, Development & Management

Irvine, California, United States

Irvine, California

• I am charged with protecting and improving the brand reputation, acting as the Voice of the Company externally, and Voice of our Customers internally.• Responsible for driving the definition and delivery of the support services strategy worldwide.• Improve customer experience by streamlining the sharing of information with Engineering and Product Management.• Collaborating and influencing across internal organizations including our Sales, Development and Legal teams.• Competitor and Industry awareness and best practices

Irvine, Ca

• Lead the customer service team, focusing on providing consistently-delightful customer service• Oversee all outsourcing relationships, ensuring third parties have the training and tools to provide customer service consistent with the internal team• Identify, track, prioritize and ultimately resolve key customer pain points with help from our crack operations team• Implement achievable service levels and guardrails throughout the customer service organization• Provide transparency into the customer mindset through thoughtful reporting • Develop new product support direction, goals, objectives and priorities for the company and provide direction and leadership to multiple support functions throughout the new product development cycle.• Identify potential customer issues in product development phases, and ensure that the top issues found in previous releases have an appropriate milestone for resolution.• Manage cross-functional projects internally, interfacing with Product Development teams and extended Support teams, including Training, Web, Service, and Contact Center Operations.• Develop and implement Support Plans that will reduce the impact of any outstanding customer issues at product launch.• Develop cost-effective models for providing customer support that will help drive down the contact rate.• Collaborate and build strong relationships with internal teams. Lead discussions with the Product, Engineering, Marketing, and Customer Experience teams on business needs and drive collective feedback into operational support requirements.• Drive continuous improvement with regard to operational support processes, customer satisfaction and the application of tools & technology that help deliver more value to our customers. Develop and lead implementation of recommendations.• Lead customer communication regarding critical platform issues if they should occur, and coordination of cross-functional efforts to resolve such issues

Irvine, Ca

• A support evangelist, that works with Engineering, Product Marketing, and Product Management in order to provide the best possible customer support experience. • Develop new product support direction, goals, objectives and priorities for the company and provide direction and leadership to multiple support functions throughout the new product development cycle.• Identify potential customer issues in product development phases, and ensure that the top issues found in previous releases have an appropriate milestone for resolution.• Manage cross-functional projects internally, interfacing with Product Development teams and extended Support teams, including Training, Web, Service, and Contact Center Operations.• Develop and implement Support Plans that will reduce the impact of any outstanding customer issues at product launch.• Develop cost-effective models for providing customer support that will help drive down the contact rate.

Playa Vista, Ca 90094

• Ensure Customer Care CRM is being used to the fullest extent by developing efficiencies and implementing new workflows.• Ensure Support systems can scale according business needs.• Coordinate with Global IT team to perform new implementations, upgrades and maintenance with minimal to no impact to the business. • Take business needs from functional managers and convert them to actionable projects. • Find technical solutions to business needs. • Coordinated global CRM upgrades across 13 different call centers.

Playa Vista, Ca

• Manage the NPI process for Customer Care• Develop a Support Menu so the business can understand support offerings.• Execute support plans for new products launched by Belkin.• Ensure Customer Care CRM is being used to the fullest extent by developing efficiencies and implementing new agent workflow.• Coordinated global CRM upgrades across 9 different call centers.

Playa Vista, Ca

- Develop the NPI process for Customer Care from the ground up- Manage over 60 concurrent projects to ensure proper support- Create Support plans for all NPI projects under development to ensure Customer Care can effectively and efficiently support Belkin's customers.- Work closely with other department from Manufacturing, Quality Assurance, Logistics, Planning and others to make sure Customer Care is informed of all relevant information.- Conduct meetings with relevant stakeholders to make sure the voice of the customer is fed back into the development cycle.

- Owned all online Knowledge Management content for Belkin’s Customer Support Support Operations.- Owned all content as it relates to grammar, presentation, and “voice”; ensure aesthetic consistency in, and coverage of assigned subject matter- Wrote over 600 unique knowledge base articles for internal support agents and external end consumers- Coordinated with various internal and external resources in order to successfully manage and maintain our global online Customer Support presence

I was responsible for overseeing all aspects of customer service and inventory for the company. This included implementing customer service best practices and making sure they were followed by customer service employees. Making sure all orders were fulfilled promptly and within service level.

Certified In Social Media Strategy

Information Systems

Computer Science major