Molly Adams Email & Phone Number

• Manage 117 FTEs globally in Customer Support, Implementation, and Operations.• Oversee centralized Customer/GTM Operations team, handling GTM strategy, customer communication, and training and quality assurance programs.• Streamlined sales operations, improving territory planning and CRM utilization.

GLOBAL CLIENT SUPPORT — Careerbuilder April 2021 - Present• Led multi-disciplinary team of 100+ employees across North America, EMEA, and APAC regions, including Customer Support, Custom Implementation, and Client Lifecycle Operations• 2 tier Customer Support team responsible for all B2B and B2C product support across media and software• Focus centered on operational efficiency, critical business process documentation, KPI tracking, and agent development• Multi-lingual support in 5 languages and spanning 3 continents EMEA APAC and N. America• Approximately 50,000 customer interactions a year across phone email and chat channels• Average Resolution time under 2 days• Phone Service level of 85/60 with 5% abandon rate• NPS 90%+• Client Advocate program provides full post-sales, lifecycle relationship, and support with clients over 100K in ACV• Client goals and expectations are aligned to performance throughout with the end goal of retention• Focus is on automation, efficiency, and reporting by leveraging Tableau and Salesforce• Team of 20 Advocates based in North America• Responsible for 278 accounts and 72 million in Revenue• Developed and implemented scalable support models that optimized staffing globally and reduced operational costs by 25%• Established structured escalation management and improved ticketing processes, reducing time to resolve by 33%• Oversaw ecommerce order verification team processing. 15,000 orders per year with avg processing time of under 20 min.

Leader over the company’s Broadbean Support and Premier Support departments. Responsible for the development, management, and implementation of the strategic plan to provide support for these products across multiple platforms. Created the Premier Support team focused on providing high-level service to our top tier clients through intimate knowledge of accounts, becoming trusted advisors and delivering superior service levels • Responsible for defining, developing and standardizing all processes for Broadbean support• Expanded Premium support team to 7 agents responsible for $43 million in revenue with a 100% retention rate • Conducted research and benchmark data for Paid Support operational model• Created and developed all premium service offerings to meet customers’ evolving needs.• Worked with product and technology leaders as a customer advocate to help prioritize issue resolution and the product roadmap• Partnered with technology leadership to launch site outage communication process, customer status page, priority routing and 24x7 on-call process for severity 1 issues• Led several initiatives related to operational efficeny driving self -service to reduce cost to support • Managed and mentored direct leaders as well as tenured support agents• Responsible for integrating new products and acquisitions into our support process within larger support organization• Developed ad-hoc technical training to build agents’ technical knowledge with software• 2017 Stevie Award Recipient - Front-Line Customer Service Team of the Year - Technology Industrie

Balanced driving KPIs, team management, project pull through and department marketing. Demonstrated ability to influence and mentor peers and team members to drive change in the department as well as throughout the organization.• Responsible for 15 agents on level 2 support• Helped transition the department from advertising to SaaS by re-organizing the department into separate support and success tiers• Oversaw development of technical support team including development of roles, responsibilities and training programs• Responsible for MBO creation, coaching and agent development• Assisted with the workflow creation and launch of our CRM structure in Salesforce• Developed training, career path and certifications• Set up key metrics including milestone reporting for service level goals and CES survey analytics• Partnered with senior leadership to develop annual department roadmaps, goals and project plans• Diamond Club winner for 2014 performance

Led team of 14 specialists performing post-sales support for our Healthcare business. The team performed a mix of proactive/reactive activities including training issue resolution and improving ROI• Provided impactful data reporting back to sales leadership on client interactions• Coached agents to ensure maximum performance• Ensured metric standards were met for service level, customer satisfaction (NPS) and quality.• Implemented quarterly bonus objectives that set metric goals for client advocates• Completed quarterly reviews for each employee to summarize employee performance and determine bonus payout

Oversaw a team of 8 that were responsible for the full lifecycle support of Talent Network product and $70 million in revenue• Implemented new process to help increase scalability and reduced build time of product from 65 days to 16 on 200 contracts/month• Launched workflow in Teamtrack for new fulfillment process • Helped design dashboard to display key performance metrics • Worked with internal and external vendors to streamline process and reduce cost• Managed team of 8 which included 4 contractors• Designed initial CRM plan for product support• Partnered with product and BI teams internally to build out key performance reporting for product • Partnered with marketing to design support documents for product • Standardized scripts and documents used for key touch points in customer lifecycle• Developed training and certification program for Client Support

• Provided weekly, monthly and quarterly analysis for trends in team’s performance metrics • Coached specialists on key metrics including NPS, Quality and Utilization. • Designed contests to motivate specialists and help boost key metrics• Lead department process improvement projects• Partnered with Operations Training team to develop new training and certification program for Client Support• Worked with marketing on the design of new support materials and user guides for the department• Prepared analysis and documentation for headcount request • Diamond Club winner for 2012 performance

• Managed and built customer relationships for over 500 accounts totaling over $7 Million• Provided in person and web conference customized trainings on consumer products to human resources and C-Level executives • Collected and analyzed data and created reports to assess optimization opportunities within accounts to improve ROI • Performed account audits to gauge account effectiveness and execute strategic plan• Acted as liaison for communication between technology, marketing, client and sales• Ensured clients knew how to capitalize on investments by utilizing CRM system• Built targeted recruitment approach for clients based on industry, geography and current job seeker trends • Created and implemented marketing tactics to build client brand awareness with site branding pages using Photoshop and HTML• Career Site Hosting Product Team• New hire mentor/coach• Top performer of the quarter Q4 2008 and Q2 2010• Diamond Club winner for 2010 performance

•Contacted new and existing customers to discuss human capital needs.•Helped quantify impact of hiring for prospective clients in terms of cost per hire.•Created overall custom solution based on analyses of customers' hiring needs and Industry specialization.•Regular phone conferences/presentations with executives at regional and corporate levels •Negotiated prices and terms of sales and service agreements.•Maintained customer records, using automated CRM system