Annette Nueske
Firestone,CO
Summary
Collaborative leader with a history of meeting company goals utilizing consistent and organized practices. Professional contributor with proven strength building relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Skilled in working well under pressure and adapting to new situations and challenges. Organized and flexible, managing multiple priorities and willingness to take on added responsibilities to meet business goals.
Overview
17
17
years of professional experience
Work History
Director Customer Experience
Fenix Outdoor International AG
2020.03 - Current
- Lead the DTC and B2B Customer Experience and Service Operations teams for the Americas and the Caribbean, supporting over $475M in annual sales.
- Spearheaded and directed the global implementation of a CRM solution (Zendesk) for DTC and B2B. Responsible for setting and managing standardization of workflows, best practices, metric standards and reporting, and new feature updates.
- Developed key performance indicators and data analytics to effectively monitor and improve service levels and enable leadership with key insights for data-driven decisioning.
- Improved DTC CSAT scores by an average of 23%, averaging between 85%-96% positive CSAT scores.
- Improved B2B first response and final resolution times by an average of 75%.
- Recruit and hire customer experience leaders who manage day-to-day department activities, workflows, backend systems, data analytics, and team member development.
- Coach and mentor team members to grow and excel in current roles and increase career advancement potential.
- Cultivate strategic relationships with global leaders in ecommerce, retail and wholesale markets to ensure a seamless customer experience.
- Manage escalations to resolve customer issues and mitigate business risk from potential PR and legal implications.
- Provide CX and operations subject matter expertise on confidential global projects evaluating and advising on new systems (ERP, CRM, Payment Solution), staff restructures, brand divestitures, and process alignments.
Sr. Manager, Global Customer Support
P2 Energy Solutions
2017.07 - 2019.07
- Led two customer service teams providing technical end-user support for oil and gas accounting software.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Reviewed and analyzed reports to obtain data required for planning department activities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to development and teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Sr. Manager, Customer Service/Transaction Processing
ShopAtHome
2011.03 - 2017.07
- Spearheaded and implemented a CRM solution (Zendesk). Set and managed the standardization of workflows, best practices, metric standards and reporting.
- Reduced inquiry response times by more +500%.
- Improved processes and efficiencies that led to a 28% reduction in staff requirements.
- Designed and delivered onboarding training for ALL company new hires, including executives, to ensure a quality customer experience, data integrity, legal compliance, and successful product and program deployment.
- Oversaw the rewrite of payout procedure, reducing labor, improving accuracy, preventing loss, and simplifying fraud detection.
- Implemented process to detect and reduce fraud, saving the company over $500k.
- Managed all escalated tickets.
- Identified errors and improvements relative to data representation, marketing offers, emails, browser app and mobile app.
- Maintained company’s A+ rating with the Better Business Bureau throughout tenure.
- Improved transaction auditing and reporting process, reducing labor/time required by 50%.
- Oversaw rewrite of transaction processor, improving API functionality and reducing data and transaction errors.
- Oversaw the implementation of adding Amazon Gift Card and PayPal payment options.
- Made ongoing recommendations to improve marketing communications, create greater transparency and increase revenue opportunities.
- Identified sales opportunity that resulted in a 94% sales increase in YOY same-day sales for our largest merchant.
Manager, Customer Service/Transaction Processing
ShopAtHome.com
2014.04 - 2014.09
Customer Service Manager
ShopAtHome.com
2011.03 - 2014.04
Marketing and Customer Experience Manager
ITonCommand
2006.11 - 2011.03
- Developed and executed online marketing strategy.
- Developed and conducted webinars
- Designed site content and marketing collateral materials.
- Managed Public Relations
- Designed and developed direct mail and email lead generation campaigns.
- Created video demo showcasing solution and ease-of-use.
- Responsible for RFI responses and sales proposals.
- Implemented and managed CRM system.
- Designed and executed customer touch-point plan.
- Performed customer check-ups to access service quality and identify opportunity for additional services.
- Established and deployed new-user training documentation and on-site sessions.
- Planned customer appreciation events.
- Created and managed newsletter.
- Developed and conducted customer reviews.
Education
High School Diploma -
Fountain Valley High School
Fountain Valley, CANo Degree - Business And Marketing
Orange Coast Community College
Costa Mesa, CASkills
- Creative and Innovative Leader
- Strategic Planning
- Excellent Verbal and Written Communication
- Staff Management and Development
- Operations Management
- Project Management
- Hiring and Retention
- Budget Management
- Crisis Management
Accomplishments
- Collaborated with a team of 10 in the onboarding of Zendesk, improving CSAT scores by 23% and reducing response times by 75%,
- Implemented integrated self-help solutions for quicker issue resolution, shorter hold times, reduced backlog and improved customer experience.
- Nominated for Employee of the Year for being a compassionate and caring leader, fostering a culture of safety and belonging while improving staff engagement.
Hobbies
- USTA Member and Avid Tennis Player
- Volunteer and Supporter of Youth Sports
- Organizer of annual relief for the unhoused, involving youth volunteers
Timeline
Director Customer Experience
Fenix Outdoor International AG
2020.03 - Current
Sr. Manager, Global Customer Support
P2 Energy Solutions
2017.07 - 2019.07
Manager, Customer Service/Transaction Processing
ShopAtHome.com
2014.04 - 2014.09
Sr. Manager, Customer Service/Transaction Processing
ShopAtHome
2011.03 - 2017.07
Customer Service Manager
ShopAtHome.com
2011.03 - 2014.04
Marketing and Customer Experience Manager
ITonCommand
2006.11 - 2011.03
High School Diploma -
Fountain Valley High School
No Degree - Business And Marketing
Orange Coast Community College
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