LEADERSHIP · CUSTOMER EXPERIENCE · OPERATIONS
I’m Imani Heywood Borders, a customer service and operations leader with experience developing teams, improving service performance, and coordinating complex client needs.
My experience spans customer support leadership, customer success, executive operations, legal client coordination, and tax product support.
Athens, Georgia · Experienced in remote, distributed teams
WHERE I CONTRIBUTE
My work is grounded in professional communication, sound judgment, and disciplined execution.
Hands-on leadership across frontline and back-office operations, with direct management of 11 customer support representatives and four customer success specialists in separate roles.
Customer support and success experience spanning sensitive escalations, onboarding, service recovery, and ongoing product adoption.
Three years of independent client coordination for various law firms, working directly with attorneys and handling confidential information.
Seasonal TurboTax team leadership and subject matter support, answering complex tax and product questions and guiding specialists through escalations.
SELECTED IMPACT
An operational improvement focused on staffing constraints, accountability, coaching, and effective use of subject matter expertise.
More than 70% faster resolution
Customer issues took seven business days to resolve. I identified inadequate staffing and a lack of accountability as contributing factors.
I coached team members and made sure everyone understood the expected resolution timeframes. I also encouraged associates to use their available resources and reach out to subject matter experts for assistance.
Average resolution time fell to fewer than two business days. Clearer expectations and better use of support resources helped the team deliver more timely service.
CAREER EXPERIENCE
My consulting and seasonal roles have overlapped, bringing experience across different teams, clients, and service environments.
Independent Consulting · Remote
Manage complex scheduling, operational records, reports, expenses, vendor coordination, and executive communications. Prepare executive and board materials and coordinate competing priorities while protecting confidential information.
Self-employed · Multiple law firm clients
Handled client intake, document preparation, scheduling, and confidential records. Worked directly with attorneys to coordinate client matters and administrative support.
Independent Consulting · Remote
Managed four customer success specialists and maintained a 97% response SLA. Led onboarding, online training, and best-practice webinars. Partnered with Sales and Product on customer behavior and adoption, and redesigned a client win-back process that increased customer satisfaction by 8%.
Independent Consulting · Remote
Directed daily service operations spanning 140+ frontline and back-office employees while directly managing 11 support representatives. Led hiring, onboarding, coaching, reviews, escalations, and the development of SOPs and quality standards.
Ohana Travel Services · Athens, GA
Managed a small service team and coordinated corporate, group, and individual travel. Handled payments, complaints, and time-sensitive disruptions across domestic and international itineraries.
Naranja LLC · Remote
Supervised and coached a customer service team, scheduled coverage, and resolved escalations. Stayed hands-on during peak demand, handling an average of 57 calls per day.
TurboTax · Remote
Supported seasonal tax specialists through high-volume filing periods, complex tax and product questions, performance coaching, and escalations. Reinforced quality procedures and protected confidential customer data.
TOOLS & EDUCATION
Experience using support, workforce, and reporting tools to organize work and monitor service performance.
Bachelor of Science in Healthcare Informatics and Administration
In progressLET’S CONNECT
I welcome opportunities in supervision and management, customer support, legal client coordination, and technical support.
imani.heywoodborders@gmail.com