Jessica McKenzie

A refined and collaborative leader with 4 years in SaaS and 3 years leading support teams, specializing in team growth, change management and effective remote leadership.

Team Lead, Service Delivery at 7shifts (2022-09 – Present)

• Lead a high-performing, specialized team focused on Pay Product and Integrations Support
• Built a highly engaged team by prioritizing regular 1:1 coaching and delivering actionable, real-time feedback, resulting in a culture of trust and ongoing learning
• Utilizes performance metrics such as CSAT and productivity to conduct data-driven coaching, leading to measurable improvements in team effectiveness
• Collaborates with cross-functional teams to align support strategies with overall business objectives and deliver consistent, high-quality customer experiences
• Lead initiatives aimed at developing team capabilities and streamlining workflows, resulting in increased productivity and a more skilled team

Support Coordinator at 7shifts (2022-04 – 2022-09)

• Coordinated daily coverage needs based on team capacity
• Increase team efficiency and constantly improve daily operations

Customer Support Representative at 7shifts (2021-07 – 2022-04)

• Answered customer inquiries via live chat, email and phone
• Investigate complex technical issues and offer solutions in a timely manner and exercise quick, on the spot problem solving

Event Manager at Snakes & Lattes (2017-09 – 2021-07)

• Orchestrated end-to-end logistics for all corporate, private, and internal events, designing detailed timelines, floor plans, and critical paths to guide execution.
• Drove business growth by conceptualizing and launching new corporate event packages, a unique team-building program, and custom menus.
• Directed all on-site operations, leading and scheduling event staff while liaising with kitchen to ensure a flawless guest experience

Shift Supervisor at Starbucks (2011-08 – 2017-09)

• Led and managed teams of 2-7 people
• Provided a world class customer service experience for all guests
• Delegated tasks and responsibilities to the team
• Trained new hires and monitored performance
• Led by example, maintained a positive working environment and coached staff
• Ensured operations ran smoothly and daily sales goals were exceeded
• Tracking inventory and placing store orders
• Led training seminars within my district
• Maintained a cleanly working environment