ANNE SOUTHERLAND
South Lake Tahoe,CA
Summary
Dedicated and results-oriented Senior Leader with over 8 years of experience in Consumer Experience (CX) and Customer Support operations, specializing in high-profile complaint resolution within the retail and service industries. Expert in analyzing complex customer situations, driving root cause analyses, and collaborating with cross-functional teams to enhance customer satisfaction. Proven track record of adhering to regulatory mandates and implementing effective resolution strategies while delivering exceptional service and fostering team development.
Overview
9
9
years of professional experience
Work History
Senior Manager of Digital Customer Service
Sports Basement
08.2020 - Current
- Facilitated resolution of high-profile customer complaints through in-depth research and collaboration across departments to enhance customer satisfaction.
- Crafted a structured response strategy aimed at managing complex customer escalations to uphold compliance with regulatory standards and internal policies.
- Identified trends in customer experience data and VOC feedback, implementing strategies to proactively close service gaps and elevate SLA and CSAT metrics.
- Compiled and presented regular briefings to leadership on incident resolutions, focusing on critical challenges and actionable solutions to optimize service efficiency.
Customer Service Manager
Sports Basement
05.2019 - 08.2020
- Oversaw customer service team to manage sensitive inquiries, ensuring responses reflected company values and met regulatory requirements.
- Refined complaint documentation methods to guarantee accurate representation and effective follow-up actions.
Rentals Service Manager
Sports Basement
05.2018 - 05.2019
- Developed and implemented operational protocols for rental program to minimize disruptions and safeguard against financial losses and customer dissatisfaction.
- Developed and implemented comprehensive frameworks for documenting customer report escalation processes and resolution pathways. Led initiatives to resolve complaints efficiently, significantly enhancing overall service quality. Strengthened market reputation through proactive issue management.
Merchandise Manager
Sports Basement
10.2017 - 05.2018
- Designed and implemented customer-centric merchandising strategies aimed at elevating satisfaction levels in retail locations.
Bike Shop Lead
Sports Basement
04.2017 - 10.2017
- Contributed to creation of effective operational protocols for bike rentals, ensuring prioritization of customer safety and satisfaction.
Education
Bachelor of Science - Business Management
Western Governors University
12.2025
Associate of Science Degree - undefined
Salt Lake Community College
12.2012
Skills
- Data & Regulatory Compliance: Strong ability to document, analyze, and communicate case histories and resolutions while ensuring compliance with DOT and other regulatory frameworks
- Root Cause Analysis: Expertise in conducting thorough investigations into incidents, identifying underlying issues, and proposing actionable solutions to enhance service delivery
- Leadership Communication: Experienced in providing executive-level updates and managing communication regarding incident handling and resolution outcomes to maintain transparency and accountability
- Cross-Functional Collaboration: Effective at partnering with stakeholders across various departments to ensure comprehensive incident resolutions and enhance the overall customer experience
Timeline
Senior Manager of Digital Customer Service
Sports Basement
08.2020 - Current
Customer Service Manager
Sports Basement
05.2019 - 08.2020
Rentals Service Manager
Sports Basement
05.2018 - 05.2019
Merchandise Manager
Sports Basement
10.2017 - 05.2018
Bike Shop Lead
Sports Basement
04.2017 - 10.2017
Associate of Science Degree - undefined
Salt Lake Community College
Bachelor of Science - Business Management
Western Governors University