Jody Kershaw, Mba, Cfi Email & Phone Number

West Jordan, Ut, Us

I have the great opportunity to drive strategic initiatives that improve customer relations and brand loyalty for Novva Data Centers in multiple locations. In addition to spearheading customer journey leadership, I am ensuring operational effectiveness of network computing and storage resources by cultivating trusted advisor relationships with key stakeholders. Novva Data Centers is a state-of-the-art, hyper-scalable colocation data centers that are sustainably engineered to provide our clients unprecedented connectivity, turnkey data infrastructure solutions, and low power costs. Novva commits to honoring their surroundings with sustainable practices, by utilizing cool ambient air, solar energy, and their unique water-free cooling system. Each data center contains cutting-edge technological innovations that make our locations sustainable. Having been recognized as the Most Outstanding Data Center project, we take pride in our culture, our client relationships, and achievements, but most importantly how we harness the power of a more efficient and environmentally sustainable data center that we can be proud of. Caring for our employees, our clients, and our community is at the center of all we do.

San Francisco, California, Us

I started the new customer experience department for the company; taking proactive measures to represent the voice of the customer. Through cross-departmental collaboration, I lead new customer implementations. I maintain awareness of both department and organizational information in order to provide insights of changes to customer behavior and department trends. We work together through actionable insights that positively impact the customer experience. •Trailblazing Varo’s first CX performance for tracking, measuring, and taking action on customer feedback. Strong ability to work with scrappy data and provide actionable insights. •Leading share out of NPS, App Review, and Social Media performance and creating action plans as a result for enhanced customer experience.•Leading all CX analytics projects to meet business objectives and fulfill measurable KPIs.•Established the first cross-functional partnership to build a best-in-class customer-centric culture (Data and Product teams, Customer Research, Marketing, and C-suite stakeholders).•Revamped the content team workstream by entering projects into a new CRM for better tracking and prioritizing of content requests.•Managed CSMs, customer support, digital, content, chat, and email teams; including management of performance metrics for coaching and recognition.•Created first Zendesk ticket reporting for company-wide customer support initiatives. The company has resolved 86% of their tickets in less than a year; this includes establishing SLA standards for each ticket type for all teams.

San Francisco, California, Us

•Coordinated and delivered on KPIs, KRIs, workforce planning, coaching, training, performance metrics, staffing utilization, meeting SLA, and increased use of resources and proven technologies (SaaS, CRMs).•Developed the first chat pilot team that has grown from 12 representatives to 27+ and continues to successfully scale in conjunction with company OKRs.•Developed, improved, and enforced operations wide KPIs, KRIs and policies including attendance, agent scorecard metric (i.e. quality assurance, AHT, Assists, CPH, etc.), and top performer recognition.•Advanced and led the build out of the social media teams reporting for data analysis; created scorecards for coaching opportunities and recognizing outstanding performance.•I collaborate cross-functionally to build an end-to-end customer experience playbook.•Increased operations center staffing by 88% in the last two and a half years. Manage capacity and forecast planning for BPO and onshore teams.•Developed and managed office space expansion project in early planning stages to staff 100+ customer facing employees; partnered cross departmentally to ensure space, security, budget and contract agreements.•Created templates and processes for leaders to submit documentation to human resources for review and substantiation where there was not one in place.•Developed and implemented SOP wiki page for continued use of updating processes and procedures to obtain maximum efficiency and productivity for the operations leadership team.

San Francisco, California, Us

Master Of Business Administration - Mba

Bachelor'S, Mass Communications