BRITTANY LAMMERS
Omaha,NE
Summary
Customer Experience Leader with 10+ years managing and scaling high-performing multi-channel CX teams. Experienced in coaching, QA, workforce management, and implementing CRM and knowledge management systems to improve CSAT, NPS, and SLAs. Skilled at recruiting, training, and mentoring talent while driving data-driven process improvements to elevate customer experience and business outcomes.
Overview
8
8
years of professional experience
Work History
Customer Experience Lead
Wonder
New York City
06.2024 - Current
- Manage a team of 12 CX agents, fostering a high-performance culture through ongoing coaching, feedback, and professional development.
- Utilize performance metrics (NPS, CSAT, SLA adherence) to track team success and implemented targeted coaching strategies to improve weak areas, contributing to a 10% increase in CSAT scores (Zendesk).
- Lead quality assurance (QA) initiatives, conducting regular audits and reviews to ensure team adherence to company standards.
- Own all workforce management, including shift scheduling, capacity planning, and real-time adjustments to ensure optimal staffing levels and meet customer demand.
- Directed end-to-end hiring strategy and execution, tripling team size from 20 to 60+ to support rapid multi-location expansion, while onboarding and scaling BPO teams to meet growing demand.
Senior Customer Experience Manager
Peachy Studio
New York City
06.2021 - 06.2023
- Led the end-to-end implementation of the Gladly CRM as a founding CX team member, guiding the project from initial planning through full launch.
- Established and maintained over 90% Service Level Agreements (SLAs), with a focus on optimal staffing and effective team management.
- Co-authored key performance indicators (KPIs) for both Customer Experience (CX) and Operations teams, aligning with overarching business strategies.
- Developed and led a comprehensive training program tailored for new and existing team members within both Customer Experience and Studio-facing teams.
- Built a centralized knowledge platform using Lessonly and Guru, giving customer-facing teams easy access to accurate, up-to-date information.
- Oversaw NPS and CSAT reporting, providing data-driven recommendations to department leaders based on direct customer feedback. Improved NPS score by 20 points within 6 months.
CX Associate Manager
Warby Parker
New York City
02.2020 - 06.2021
- Managed a team of Customer Experience Leads, and developed them into successful people managers.
- Oversaw a team of over 80 CX Leads, CX Support Leads, and CX Advisors.
- Co-authored and implemented a QA process for our team of 500+ CX advisors to ensure a consistent experience for our customers.
- Supported the recruiting and onboarding process through interviewing candidates and mentoring of new hires.
- Collaborated with upper management to develop and implement business improvements.
CX Team Lead
Warby Parker
New York City
12.2017 - 02.2020
- Managed team of 10+ Customer Experience Advisors and fostered positive employee relationships through effective communication, training and development coaching.
- Handled escalated and sensitive customer interaction with empathy and care.
- Maximized quality and productivity with thorough training and consistent monitoring of team performance.
Education
BACHELOR OF SCIENCE (B.S.) - CHILD, YOUTH, FAMILY STUDIES
University of Nebraska - Lincoln
Lincoln, NE05.2014
Skills
- Workforce management
- Multichannel integration
- Training program development
- CRM software
- Quality assurance
- Performance metrics
Timeline
Customer Experience Lead
Wonder
06.2024 - Current
Senior Customer Experience Manager
Peachy Studio
06.2021 - 06.2023
CX Associate Manager
Warby Parker
02.2020 - 06.2021
CX Team Lead
Warby Parker
12.2017 - 02.2020
BACHELOR OF SCIENCE (B.S.) - CHILD, YOUTH, FAMILY STUDIES
University of Nebraska - Lincoln