Jennifer Fain
Director Of Customer Care
Shafter,CA
Summary
Proven leader in customer care at Stockpile Investments of multiple teams, enhancing retention through innovative strategies and CRM expertise. Cultivated strong client relationships and achieved a 90% CSAT rating. Skilled in complaint handling and proactive communication, driving data-driven improvements and aligning departmental objectives with company goals while maintaining compliance procedures. Created teams from the ground up including an off shore call center team.
Overview
5
5
years of professional experience
Work History
Director of Customer Care
Stockpile Investments
San Francisco, California
05.2025 - Current
- Increased customer retention rates by proactively addressing concerns and providing tailored support plans for our clients.
- Brought our CSAT rating from 70% to 90% and implemented an SLA.
- Analyzed customer feedback surveys to identify trends and implement data-driven improvements across the organization.
- Set departmental objectives aligned with company goals; monitored progress closely against targets throughout reporting periods.
- Nurtured strong relationships with key partners, regularly meeting to discuss optimizations and gather valuable feedback.
Customer Care Manager
Stockpile Investments
San Francisco , California
01.2023 - 05.2025
- Created customer support strategies to increase customer retention including automated 90% of incoming inquiries.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Trained and onboarded new employees, providing hands-on instruction, process guidance, and performance feedback to ensure rapid proficiency and adherence to company standards.
Client Services and Operations Representative
Stockpile Investments
San Francisco , California
12.2020 - 01.2023
- Supported senior management by preparing comprehensive reports outlining key operational metrics trends insights.
- Increased customer satisfaction through exceptional service and communication skills.
- Handled customer needs and issues by working with management and customers directly.
- Maintained a 90% CSAT rating through email, chat, and calls.
Education
Associate of Arts - English For Transfer
Taft College
Taft, CA 05.2001 -
Skills
Finra and SEC Compliance experience
Call center experience
Complaint handling
CRM software
Timeline
Director of Customer Care
Stockpile Investments
05.2025 - Current
Customer Care Manager
Stockpile Investments
01.2023 - 05.2025
Client Services and Operations Representative
Stockpile Investments
12.2020 - 01.2023
Associate of Arts - English For Transfer
Taft College
05.2001 -