Summary
Overview
Work History
Education
Skills
Timeline
Generic

Anne Melendez

Aubrey

Summary

Dynamic Senior Customer Experience Leader with 12+ years of success driving customer satisfaction, retention, and operational excellence across B2B2C and 3PL industries. Expert in scaling teams, leveraging data analytics, and implementing KPI-driven strategies that foster customer loyalty and business growth. Skilled at building strong client relationships, partnering with C-Suite executives, and developing leaders to deliver seamless customer experiences across multiple territories.

Overview

14
14
years of professional experience

Work History

Sr. Customer Experience Manager

Shipmonk - 3PL Logistics Company
10.2023 - Current
  • Lead departmental operations and oversee leaders managing teams of 45+ across three territories.
  • Directly partner with C-Suite executives and founders to ensure healthy, data-driven client relationships.
  • Implement strategies to improve retention and satisfaction for top-tier customers.
  • Establish KPIs, analyze performance data, and collaborate cross-functionally to drive continuous improvement.
  • Cultivated key client partnerships, boosting retention and engagement rates.

Sr. Customer Service Manager

Arteriors Home
04.2023 - 10.2023
  • Oversaw 25+ employees, ensuring consistent service delivery and aligning strategy with company objectives.
  • Implemented KPIs and streamlined processes, improving satisfaction and retention.
  • Built strong client relationships and fostered a positive, customer-first team culture.
  • Partnered across departments to improve efficiency and customer experience.

Senior Customer Service Manager - B2B Platinum Plus

Wayfair
05.2019 - 04.2023
  • Directed operations for 5,000+ B2B accounts, driving $260M annual revenue.
  • Managed 4+ managers and 70+ employees, optimizing technology, staffing, and training.
  • Designed KPIs and OKRs that elevated service levels and standardized processes.
  • Coached leaders using data-driven insights, increasing CSAT and productivity.

Guest Services Lead / Front Office Manager

Perdido Beach Resort
02.2012 - 05.2019
  • Advanced from Guest Services Lead to Front Office Manager while funding college education.
  • Managed a front office team of 12+, driving high standards in guest satisfaction.
  • Coordinated with cross-department leaders to improve service delivery.
  • Enforced policies, audited operations, and implemented process improvements to boost efficiency.

Education

Bachelors - Accounting and Finance

Southern New Hampshire University
09.2016

Skills

  • Customer Experience Leadership
  • KPI & Performance Management
  • Strategic Planning & Execution
  • Remote & Hybrid Team Leadership
  • Process Optimization & Standardization
  • Client Relationship Management
  • Cross-Functional Collaboration
  • Salesforce & CX Tech Stack
  • Data Analytics & Reporting

Timeline

Sr. Customer Experience Manager

Shipmonk - 3PL Logistics Company
10.2023 - Current

Sr. Customer Service Manager

Arteriors Home
04.2023 - 10.2023

Senior Customer Service Manager - B2B Platinum Plus

Wayfair
05.2019 - 04.2023

Guest Services Lead / Front Office Manager

Perdido Beach Resort
02.2012 - 05.2019

Bachelors - Accounting and Finance

Southern New Hampshire University

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