Genisee Baird
Indianapolis
Summary
Strategic and hands-on empathetic leader with over 6 years of experience in customer support and operations, specializing in scaling and unifying teams post-acquisition. Skilled at overseeing the full project lifecycle, improving operational efficiency, and implementing key support systems. Demonstrated success in developing leaders, optimizing KPIs, and enhancing customer experience through empathetic resolution and data-driven decisions.
Overview
8
8
years of professional experience
Work History
Revenue Operations Project Manager
Bloomerang
12.2024 - Current
- Lead cross-functional initiatives to improve systems, processes, and tools across the Go-to-Market and Customer teams
- Managed and oversaw the full lifecycle of projects from initiation through completion, consistently meeting strict deadlines and budget requirements
- Partnered with CX and Support teams to align business process design with operational capacity and performance metrics
- Coordinated the efforts of internal team members, third-party contractors, and consultants to ensure cohesive project execution
Customer Experience Operations Specialist
Bloomerang
07.2023 - 12.2024
- Managed and oversaw project execution of key support system improvements, including Salesforce Service Cloud and Messaging implementation; Knowledgebase and Customer Portal; and Assembled integration
- Created operational documentation, conducted enablement sessions, and led hypercare to ensure user adoption and support success
- Supported daily workforce operations with forecasting, team scheduling support, reporting, and performance tracking
Director, Customer Support
Bloomerang
07.2021 - 07.2024
- Scaled and unified 3 separate support teams post-acquisition into a single high performing organization
- Oversaw a team of 6 managers and over 30 agents, spanning various tiers and specializations, with direct responsibility for performance, scheduling, and coaching
- Implemented internal SLAs, training systems, and incident response protocols to standardize support quality
- Built and optimized KPIs and dashboards to monitor performance across synchronous channels
- Empowered support leaders through mentorship and successfully deescalated complex customer problems with a focus on compassionate resolution
Manager, Customer Support
Bloomerang
03.2019 - 07.2021
- Supervised 6 support specialists, with a focus on skill development and performance coaching
- Developed onboarding and enablement programs to improve new hire onboarding
- Partnered with Product and Sales to drive alignment and knowledge sharing to best support our agents and customers
Frontline Support Specialist
Bloomerang
01.2018 - 03.2019
- Provided frontline support via chat, phone, and email while maintaining top-3 team performance metrics for customer satisfaction and resolution time
- Mentored new hires and developed customer-facing training modules for onboarding and advanced users
Education
Master of Arts - Human Services Counseling
Liberty University
Lynchburg, VABachelor of Arts - Applied Behavioral Science
University of Arizona
Chandler, AZSkills
- Workforce Management (Forecasting, Scheduling, Metrics)
- Salesforce Service Cloud
- Reporting Tools (Salesforce Reports, Zendesk Explore, Freshdesk Reports)
- Project Management (Cross-functional Enablement, Scalable Systems)
- Support Team Leadership (Coaching, Performance Management)
- Multi-channel Support Strategy (Chat, Phone, Email)
- Stakeholder Communication
Websites
Timeline
Revenue Operations Project Manager
Bloomerang
12.2024 - Current
Customer Experience Operations Specialist
Bloomerang
07.2023 - 12.2024
Director, Customer Support
Bloomerang
07.2021 - 07.2024
Manager, Customer Support
Bloomerang
03.2019 - 07.2021
Frontline Support Specialist
Bloomerang
01.2018 - 03.2019
Master of Arts - Human Services Counseling
Liberty University
Bachelor of Arts - Applied Behavioral Science
University of Arizona