Jill Ann Horrocks
About Jill Ann Horrocks
Jill Ann Horrocks is a Senior Manager of Customer Support at Sera Prognostics, where she has worked since 2017. She has extensive experience in call center management, having held various leadership roles at companies such as 1-800 CONTACTS, Stampin' Up!, and Franklin Covey.
Current Role at Sera Prognostics
Jill Ann Horrocks has been serving as the Senior Manager of Customer Support at Sera Prognostics since 2017. In this role, she focuses on enhancing customer support operations and implementing new business processes. Her initiatives have led to significant improvements in customer satisfaction within the organization. She operates from Salt Lake City, UT, and has contributed to the company's commitment to delivering high-quality customer service.
Previous Experience in Customer Support Management
Prior to her current position, Jill held several roles in customer support management. She worked as Call Center Director at 1-800 CONTACTS from 1998 to 2001, where she managed call center operations. From 2001 to 2015, she served as Managing Director of Call Center Demonstrator Support at Stampin' Up!, overseeing customer interactions. Additionally, she was the Inside Sales Supervisor at Scholastic Book Fairs for a brief period in 2015-2016, and she also held the position of Concierge Sales Manager at Merry Maids from 2016 to 2017.
Education and Academic Background
Jill Ann Horrocks studied at the University of Utah, where she earned a Bachelor of Science degree in Sociology. This educational background has provided her with insights into customer behavior and effective management practices, contributing to her success in various customer support roles.
Technical Proficiency in Call Center Solutions
Jill possesses technical proficiency in CXone (Nice/inContact) call center solution software. Her expertise in this technology enhances customer support operations, allowing for improved efficiency and effectiveness in managing customer interactions. This technical skill set supports her role in implementing business processes that drive customer satisfaction.
Career History in Retail Management
Jill's career began in retail management, where she worked as a Store Manager at Crabtree & Evelyn from 1986 to 1989. This early experience in managing a retail environment laid the foundation for her later roles in customer support and call center management, allowing her to develop strong leadership and operational skills.