Caroline Glattly
Nashville
Summary
Customer Experience Operations professional with over 4 years of expertise in enhancing support quality through auditing, trend analysis, and strategic process improvement. Committed to leveraging customer insights to optimize operational efficiency, empower support teams, and elevate overall customer satisfaction. Proven ability to drive impactful changes to improve organizations.
Overview
5
5
years of professional experience
Work History
Production Assistant
Merch Productions
11.2025 - Current
- Coordinate custom apparel production from purchasing through final client approval, managing multiple projects simultaneously.
- Manage vendor relationships, purchase orders, and invoicing in QuickBooks while ensuring production accuracy and timelines.
- Resolve production and artwork issues between clients and manufacturing partners to keep projects moving efficiently.
- Coordinated production schedules to ensure timely delivery of projects.
Customer Experience Operations
Hims & Hers
05.2023 - 08.2025
- Audited 100+ customer interactions weekly, contributing to a 15% improvement in service quality.
- Produced trend reports that identified process improvements and reduced recurring customer issues.
- Led weekly calibration sessions with external partners to align quality standards.
- Delivered customer support across chat, phone, and email while resolving complex healthcare and billing issues.
Customer Experience Associate
Warby Parker
04.2021 - 07.2022
- Supported customers across retail, optical, insurance, and billing while consistently delivering excellent customer experiences.
- Maintained compliance while handling sensitive medical and billing information.
Education
B.S - Music Industry Studies
Loyola University
New Orleans, LA05-2020
Skills
- Quality Assurance
- CX Operations
- Process Improvement
- Trend Analysis
- Zendesk
- MaestroQA
- QuickBooks
- Google Workspace
- Production support
- Inventory monitoring
- Meeting deadlines
Timeline
Production Assistant
Merch Productions
11.2025 - Current
Customer Experience Operations
Hims & Hers
05.2023 - 08.2025
Customer Experience Associate
Warby Parker
04.2021 - 07.2022
B.S - Music Industry Studies
Loyola University