Carly Latourelle
Canal Winchester
Summary
Results-driven Customer Experience (CX) Leader with over 9 years of experience in the direct-to-consumer (DTC) industry. Proven ability to design and implement customer-centric strategies that enhance product engagement, boost satisfaction, and drive brand loyalty. Seeking to leverage expertise in cross-functional collaboration, data-driven decision-making, and product optimization to contribute to a role focused on delivering exceptional user experiences and business growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Wellness Senior Lead
BARK
Columbus, OH
07.2021 - Current
- Led and managed cross-functional teams across multiple countries, navigating diverse payroll, benefits, and operational requirements to ensure seamless execution of product and service initiatives.
- Developed comprehensive resources and documentation for product offerings, such as Bark Food and Wellness, improving team efficiency and product knowledge across the organization.
- Collaborated with product and wellness teams to provide actionable insights and feedback, driving product enhancements and ensuring alignment with customer needs and business goals.
- Implemented quality assurance and customer satisfaction (CSAT) evaluation frameworks, coaching team members to maintain high performance standards and contribute to company success.
- Monitored and analyzed customer inquiries and feedback across multiple channels, including email, phone, social media, chat, and product reviews, to inform product decisions and identify opportunities for improving user experience and satisfaction.
- Review and monitor reimbursement claims from customers while mitigating liability and protecting the brand.
Senior Account Coordinator
Cover My Meds
Columbus, OH
11.2017 - 07.2021
- Swiftly responded to user needs across phone, form, and chat, ensuring a seamless and positive user experience while maintaining high standards of support.
- Consistently exceeded targets for inbound support request handling across all channels, contributing to enhanced user satisfaction and retention.
- Partnered with leadership on special projects to improve team communication, leveraging insights and technical skills to optimize workflows and foster collaboration.
- Safeguarded sensitive patient information through rigorous data security practices, while coaching team members on best practices to ensure compliance and user trust.
Education
Bachelor of Science - Neuroscience
The Ohio State University
Columbus, Ohio08-2017
Skills
- Workforce Management
- Project Management and Development
- Product Management
- Staff Training and Development
- Verbal and written communication with a focus on de-escalation
- Customer Relationship Management (CRM)
- Systems implementation
- Compliance Monitoring
- Root Cause Analysis
- Data Analysis
- Stakeholder Communications
- Coaching and Mentoring
- Customer relations specialist
- Cross-Functional Collaboration
Certification
- Project Management Certificate- Google
Timeline
Wellness Senior Lead
BARK
07.2021 - Current
Senior Account Coordinator
Cover My Meds
11.2017 - 07.2021
Bachelor of Science - Neuroscience
The Ohio State University