Joslin Starkey

Experience

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  Salish Lodge & Spa

  Jun 2002 - Jun 2005

  Room Server

  Room Server, Bartender, Hostess I also worked there during the summers of 1998 & 1999 I worked at the Salish Lodge during my college years and performed a wide variety of jobs and responsibilities from Room Service to Hostess, and retail sales. The Salish is a four diamond hotel with exceptional standards for Customer experience and service. Awards included:*Conde Nast 2004 #11 Hotel in the U.S., BEST OF THE WORLD AWARDS, and GOLD LIST – WORLD’S BEST PLACES TO STAY*Travel and Leisure 2004 #56 in the Top 100 HOTELS IN THE U.S., and 500 BEST HOTELS IN THE WORLD Show less

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  Neely O'Brien Elementary School

  Jan 2005 - Mar 2005

  Student Teacher

  I completed my student teaching requirements in a second grade classroom with twenty-two students.

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  The Lodge at Torrey Pines

  Jul 2005 - Aug 2007

  Cart Server

  Cart Server, Grill Server, Banquet Server, and Departmental TrainerTorrey Pines Lodge and Golf course is San Diego’s only five diamond resort and host to the U. S. Open Golf Tournament. Customer Service standards were essential to maintaining this rating and reputation. The Training I developed emphasized organizational skills, quick thinking, self-management, and remarkable Customer Service. While I was there, the company was recognized many times:*Conde Nast 2007 GOLD LIST, WORLD’S BEST PLACES TO STAY *Travel & Leisure 2007, THE WORLD’S BEST HOTELS*Golf Magazine 2006, AMERICA’S BEST GOLF RESORTS*Robb Report 2006, 100 BEST PLACES TO STAY Show less

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  Capital One Investing

  Nov 2007 - Jan 2017

  9 years at Capital One Investing (Formerly ShareBuilder)Voice of the Customer & Process Improvement• Managed a supporting team to 140+ person, multi-site Customer Service department for sixth-largest US online brokerage• Responsible for delivering world-class customer experience to 1.3M active customers• Represented the voice of the customer for business initiatives such as marketing campaigns, design sprints and product development • Identified process improvement opportunities, documented defects, improved process cycle times and performed root cause analysis• Built effective and influential working relationships with Compliance, Legal, Operations, Brand, and Digital Product teams• Customer Service and Brokerage Operations subject matter expert for all Americans with Disabilities act accommodations• Effectively and professionally communicated with management at all levels with the deliberate intent of influencing change Internal Communications, Knowledge Base Content Management, and Social Media• Managed the design, content and publication of knowledge base articles, internal associate communications, customer email templates and website FAQs• Conducted licensed principal supervisory reviews of customer-facing communications to ensure regulatory compliance• Managed the content writer for social mediaCustomer Satisfaction• Oversaw the coordination of research, documentation and resolution of escalated customer inquiries• Licensed principal supervisory oversight of the reportable complaints process to ensure that complaints were handled according to written supervisory procedures and appropriately reported to regulatory authorities • Managed the associate quality review process to facilitate timely feedback and customer satisfaction escalation reviews to facilitate the resolution of the most highly escalated complaints• Managed the customer satisfaction survey workflow including outreach to dissatisfied customers Show less Responsible for oversight and support of the Customer Advocate through the coordination of research, documentation and resolution of all escalated customer inquiries across all Brokerage Departments. Researched inefficiencies in department policies, processes and procedures, identified root causes, and implemented process improvements to reduce Customer complaints, improve process cycle times, and increase Associate efficiency. Oversight of the Communications Team to ensure consistent, detailed communication of up-to-date information was provided to all appropriate areas. This included reviewing of knowledge base articles, memos, news, customer complaint responses, templates used by the Email Team, and communication in support of issues that have a significant impact on our customers and the Customer Service department. • Supervised other Customer Advocates and Communications Associates• Responsible for documenting, monitoring, and certifying all critical business processes in order to identify risks and prioritize improvements• Respond to Office of the President and Regulatory complaints• Review and make determinations on associate quality reviews• Applied thorough knowledge of all Customer Service policies and procedures • Collected and analyzed the voice of the Customer • Customer Service and Brokerage Operations subject matter expert for all Americans with Disabilities act accommodations and remediation efforts• Develop and coach the most senior level of Customer Service associates to resolve highly escalated complaints Awards: • One of the Capital One Investing’s Top Ten volunteers for most volunteer hours in 2014 with over 220 hours• 2013 Stevies American Business awards Gold winner for Customer Service Team of the year for the Customer Advocate Team• Wrote the entry for Customer Service's 2012 Stevies American Business awards Bronze winner Show less Supported the Customer Service Team through the coordination of research, documentation and resolution of all escalated customer inquiries. Ensured delivery of the highest level of Customer service • Managed the resolution of all escalated customer issues across all departments, independent of origination channel and worksites• Reviewed and made determinations on Quality Reviews – possible errors by Customer Service• Worked with business owners throughout the Brokerage to write effective communications for customers and the Customer Service Team in the form of Knowledge Base articles, email/chat Team templates, memos, news, associate announcements and responses to customer complaints and escalated issues• Effectively manage the communications email inbox to ensure effective and efficient creation, approval and distribution of communications to Customer Service • Developed creative ideas to further improve communication and help the Customer Service associates to be more effective and efficient• Maintained a readiness competency level on handling customer phone inquiries assist associates during peak periods Show less

  • Customer Satisfaction and Internal Communications Manager

    Feb 2015 - Jan 2017

  • Customer Advocate Lead

    Aug 2014 - Feb 2015

  • Customer Advocate

    Nov 2007 - Aug 2014
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  Rover.com

  Oct 2014 - Jan 2017

  Dog Sitter

  Rover.com connects dog sitters with dog owners in need of a sitter. While Rover Sitters offer a variety of services from house sitting to dog daycare, I host dogs for stays at my house. We have had such wonderful dogs over to stay and I nearly feel guilty accepting money to have dogs come stay at my house.

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  Funko

  Jan 2018 - Jun 2020

  Led and managed a high-performing Inside Sales team, including five Sales Managers overseeing a multi-million-dollar book of business, four Account Coordinators managing 2,000+ specialty accounts, and a Customer Claims Specialist ensuring seamless issue resolution.Implemented Zendesk Sales to enhance pipeline visibility, track program outcomes, and improve sales efficiency, enabling data-driven decision-making and better account management.Focused on driving revenue growth, optimizing processes, and fostering a culture of collaboration and success. Show less

  • Customer Service and Sales Team Manager

    Jun 2018 - Jun 2020

  • Customer Service Manager

    Jan 2018 - Jun 2018
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  Docusign

  Aug 2020 - now

  Led a major transition, partnering with the Senior Director and peers to successfully move 20 team members from Account Services (Customer Support) to Scaled Adoption (Customer Success)—ensuring a seamless shift in roles, responsibilities, and strategy. Innovated how Scaled Adoption demonstrates value by defining and implementing efficient tracking processes for customer adoption efforts, resulting in:🔹 Simplified workflows with fewer steps, clearer documentation, and reduced decision fatigue.🔹 Improved visibility into customer engagement with measurable efforts and outcomes.🔹 Comprehensive training materials & onboarding sessions to equip the team for success.🔹 A scalable framework for continuous improvement to drive long-term impact.🔹 Defined reporting requirements to support the development of key performance dashboards.Focused on driving operational efficiency, improving customer success strategies, and fostering team growth within a fast-paced, evolving environment.Drove a significant boost in employee engagement—post-transition, the Employee Satisfaction Score increased by 13 points, exceeding the company score by 10 points. Show less Driving Productivity, Growth & Employee Development | Leadership at DocusignLed a remote team in Brazil, focusing on boosting production and upskilling talent to align with North American colleagues. Increased team productivity by 286% in one year—without adding headcount.Earned a 97% Recommend Manager rating, one of the highest at Docusign, reflecting strong leadership and team engagement.Designed and implemented the Career Pathing & Expectations framework, providing clarity on growth opportunities and enabling fair, unbiased talent evaluation.Winner of the Customer Support Manager Award for Employee Development, recognizing the commitment to professional growth and team success.Earned Transformative Impact rating for annual performance - the highest rating at Docusign which is awarded to 10% of employees. Show less

  • Senior Manager, Scaled Adoption

    Sept 2024 - now

  • Senior Manager, Account Services

    May 2024 - Sept 2024

  • Manager, Account Services

    Aug 2022 - Sept 2024

  • Continuous Improvement Manager

    Aug 2020 - Aug 2022