Jacob Sutterfield

Jacob Sutterfield-- Remote LinkedIn.com/in/Jacob-Sutterfield Customer Experience & Support Operations Leader Quality Programs | Team Development | Cross-Functional Enablement Strategic and people-centered operations leader with 15+ years’ experience in customer support, quality assurance, and performance optimization across healthcare, SaaS, and BPO environments. Known for building award-winning QA programs, scaling high-performing teams, and aligning customer experience strategy with business outcomes. Equally comfortable coaching frontline teams, leading executive-level reviews, or translating performance data into impactful operational shifts. Excels in dynamic, cross-functional environments where empathy, process, and innovation intersect. CX Strategy & Execution | Contact Center Operations | Support Team Management | Stakeholder Collaboration QA Program Design | SOP Development & Governance | KPIs & Goal Alignment | Trend Reporting | Process Optimization Leadership Development | Weekly Business Reviews (WBRs) | Agent Ramp-Up & Onboarding PROFESSIONAL EXPERIENCE Gravie, Remote May 2023 – March 2025 Health insurance marketplace and licensed third-party administrator (TPA) for level-funded health plans and ICHRA solution. MEMBER SERVICES SUPERVISOR – Quality Assurance (QA) Managed daily operations of the Member Services team, led delivery of exceptional customer experiences, building scalable quality assurance programs, and drove operational excellence. • • • • • • Awarded for Quality Standards in Customer Service (2024). Led a high-performing team of 15–20 agents; drove individual accountability and team excellence across KPIs and fostered a culture of continuous improvement and empathy. Designed and launched the first-ever QA Program; elevated service consistency, compliance, and member satisfaction by building strong policies, workflows, and SOPs. Championed employee performance and alignment, conducting regular 1:1s and team coaching sessions to deliver targeted feedback and identify growth opportunities. Orchestrated weekly cross-functional meetings with stakeholders, ensuring team initiatives directly support company objectives and member experience enhancements. Developed widely-adopted internal training, communications, and performance resources; owned insights and enablement by analyzing quality and operational data. IntouchCX, Remote August 2019 – May 2023 Global BPO leader in customer support providing advanced technology and AI-powered strategies for innovative brands. OPERATIONS MANAGER Oversaw day-to-day operations of a high-volume call center, driving team performance, client satisfaction, and continuous process improvement. Acted as a key liaison between frontline staff, executive leadership, and clients. • • • • • Facilitated high-impact executive briefings, delivering data-driven insights to executive leadership that helped align frontline execution with organizational priorities and customer expectations. Designed staff development programs – performance evals, coaching, and real-time feedback loops – resulting in measurable gains in team productivity and service quality. Improved call center KPIs, optimized workflows, and enhanced the overall customer experience by developing and executing strategic, business-aligned action plans. Trained and mentored frontline support teams and designed staff development programs that brought measurable gains in team productivity and service quality. Led engaging team meetings and Weekly Business Reviews (WBRs) with client stakeholders to communicate trends, identify risks, and drive continuous improvement initiatives. Dexcom, San Diego, CA / Mesa, AZ February 2016 – May 2019 American healthcare company that develops, manufactures, produces, and distributes a line of continuous glucose monitoring (CGM) systems for diabetes management internationally. NETWORK AND APPLICATIONS SPECIALIST Frontline technical and customer support specialist for healthcare management solutions, providing empathetic assistance to patients and troubleshooting product issues across multiple platforms. • • • • • Pioneer Award (2018) for leadership and initiative in launching a new contact center, including relocating to support on-site operations. Played a key role in establishing operational readiness by training new hires on company policies, procedures, and best practices, ensuring a smooth and efficient startup Delivered empathetic, solutions-oriented, patient-centric customer service supporting patients, caregivers, and healthcare providers. Collaborated cross-functionally across product, support, and operations teams to ensure service excellence and align service delivery with evolving customer needs in a regulated healthcare environment. Provided Tier 1–2 technical support, troubleshooting software installation issues across Mac and PC platforms to ensure seamless access to proprietary monitoring systems. Navigated sensitive healthcare conversations with professionalism and care to build trust and loyalty. Alorica, Omaha NE December 2010 – September 2015 The industry leader at leveraging data-driven insights to design and deploy digitally engineered, tech-enabled customer experiences at scale for the world’s biggest brands. SUPERVISOR OF OPERATIONS, 2015 Directed operations for a large-scale customer support team. Hired, trained, and coached frontline staff to deliver exceptional service in a fast-paced, metric-driven environment. • • • • Led and coached a dynamic team of 25–60 customer service agents, consistently driving performance to meet and exceed client-defined KPIs in a high-volume, deadline-driven environment. Oversaw full-cycle agent development – hiring and onboarding, systems training, soft-skill coaching, and ongoing performance management – ensuring rapid team ramp-up and on-time launch of new line groups. Conducted targeted coaching sessions and formal performance reviews, aligning individual growth plans with business goals and service quality standards. Instrumental in workforce planning, interviewing and selecting top talent to support client needs while fostering a culture of accountability, collaboration, and service excellence. QUALITY ASSURANCE (QA) COORDINATOR, 2011 – 2015 Drove QA strategy and training initiatives in a high-volume B2B support environment. Oversaw QA reporting, call quality alignment, and cross-functional collaboration to uphold service excellence across multiple client programs. • • • • Led the team to become the top-performing team in QA metrics across all partner accounts; championed quality performance, ensuring agents consistently met or exceeded client-defined KPIs. Led and participated in design and development of web-based training programs, contributing to scalable learning solutions that supported agent performance and service consistency. Produced and analyzed a wide range of quality reports, identifying trends and insights to inform leadership decisions, agent coaching, and process improvement. Key liaison between QA, operations, and client stakeholders, proactively addressing call quality issues and ensuring alignment with both performance standards and client expectations. TECHNOLOGY Microsoft Office | Google Suite | Zendesk | Salesforce | Five9 | RingCentral | Avaya Guru Knowledge Management System | NICE Recording Software | CRM + Support Systems | LMS Platforms