Caitlin Spears
Portland
Summary
Dynamic director with a proven record of enhancing customer satisfaction and team performance. Expertise in strategic planning and cross-functional collaboration. Focused on driving impactful training programs and customer engagement strategies.
Overview
14
14
years of professional experience
Work History
Director, Customer Care
Clarivate Analytics
Portland
05.2022 - Current
- Led customer support teams to elevate service delivery standards, resulting in improved customer experiences.
- Implemented training programs for customer care representatives, enhancing team knowledge and service quality.
- Developed strategies to improve customer satisfaction and engagement.
- Coordinated with cross-functional teams to resolve complex customer issues, ensuring timely and effective solutions.
- Managed performance metrics and quality assurance processes effectively.
Director, Customer Success
Innovative Interfaces Inc
Portland
05.2020 - 05.2022
- Facilitated stakeholder meetings to align project goals with organizational objectives, enhancing collaboration and driving strategic alignment.
- Analyzed market trends to inform product strategy and business decisions.
- Established performance metrics to track progress against strategic goals and initiatives.
- Recruited, trained, and mentored staff members, fostering a high-performing team aligned with customer success initiatives.
Director, Customer Care
Innovative Interfaces Inc
Portland
02.2019 - 07.2020
- Streamlined operations by implementing process improvements across departments.
- Recruited and mentored staff, enhancing team capabilities through training and evaluation.
- Developed and enforced policies and procedures, ensuring compliance with corporate standards.
- Collaborated with senior leadership to set long-term objectives for the company.
Director, Education & Consulting Services
Innovative Interfaces Inc
Portland
06.2018 - 02.2019
- Developed and implemented tailored training programs addressing diverse customer needs, enhancing overall engagement.
- Evaluated training effectiveness using targeted feedback and assessments to inform future program improvements.
- Maintained training records and compliance with industry standards.
- Led project teams in delivering customized consulting solutions, fostering client satisfaction and long-term partnerships.
Manager, Education & Consulting Services
Innovative Interfaces Inc
Portland
04.2012 - 06.2018
- Designed and implemented training programs and schedules for new and existing customers to address specific learning needs.
- Developed comprehensive training materials, including manuals, guides, and handouts to enhance learner experience.
- Collaborated with subject matter experts, vendors, and third-party training providers to align training initiatives with learning and development strategy.
Education
Master of Library And Information Science -
San Jose State University
San Jose, CA06-2004
Master of Arts - Biology
University of California, Santa Cruz
Santa Cruz, CA06-2000
Skills
- Customer experience
- Performance management
- Process improvement
- Strategic planning
- Training and development
- Relationship management
Timeline
Director, Customer Care
Clarivate Analytics
05.2022 - Current
Director, Customer Success
Innovative Interfaces Inc
05.2020 - 05.2022
Director, Customer Care
Innovative Interfaces Inc
02.2019 - 07.2020
Director, Education & Consulting Services
Innovative Interfaces Inc
06.2018 - 02.2019
Manager, Education & Consulting Services
Innovative Interfaces Inc
04.2012 - 06.2018
Master of Library And Information Science -
San Jose State University
Master of Arts - Biology
University of California, Santa Cruz