Carrie Messmore
Murrelektronik, Inc.
Atlanta,GA
19
years of professional experience
Dynamic customer support and service executive with over 15 years of leadership experience in scaling global, support and service organizations. Proven ability to design and implement strategies that enhance retention, optimize operational efficiency, and elevate overall customer experience in high-growth environments. Expertise in SaaS platforms, global team leadership, and data-driven performance management. Trusted partner to product, engineering, sales, and executive leadership. Committed to fostering collaboration, adapting to evolving needs, and delivering measurable results through innovative solutions and insights that enhance customer satisfaction and loyalty.
Work History
Director of Customer Experience
3 Years 3 Months- Lead customer experience strategy for US subsidiary of a global automation technology organization, ensuring seamless, outcome-driven customer interactions across all support channels.
- Drove operational improvements across customer support processes, workflows, and escalation management, enhancing efficiency and customer satisfaction.
- Drive operational improvements across customer support processes, workflows, and escalation management to improve efficiency and customer satisfaction.
- Established scalable service models and performance metrics supporting growth while ensuring service quality and responsiveness.
- Leveraged technology and automation to streamline customer interactions and enhance internal efficiency.
Director of Operations
3 Years 6 Months- Held operational ownership for North, Central, and South America, managing P&L, customer support, logistics, and inside sales to drive regional success.
- Oversaw day-to-day service operations, ensuring adherence to SLAs and effective issue resolution and escalation across regions to maintain service quality.
- Optimized operational workflows to improve response times, service quality, and overall customer experience.
- Led cross-functional initiatives to align customer-facing teams with business objectives, driving retention and long-term customer loyalty.
- Managed budgets and vendors, mitigating operational risk to ensure continuity and compliance across all operational areas.
Director of Client Services, GMS
12 Years 2 Months- Directed the full customer lifecycle experience—from onboarding and implementation through training, optimization, and long-term support—ensuring seamless service delivery and exceptional client satisfaction.
- Directed customer lifecycle experience—onboarding, implementation, training, optimization, and long-term support—resulting in seamless service delivery and exceptional client satisfaction.
- Built and scaled global, multi-tier support operations (onshore and offshore), enhancing service standards and client experience through improved response and resolution times.
- Developed service KPIs, performance standards, and executive reporting frameworks to ensure operational excellence and continuous improvement aligned with client expectations.
- Developed service KPIs and performance standards, establishing executive reporting frameworks to ensure operational excellence and continuous improvement aligned with client expectations.
- Collaborated with Product and Engineering teams to translate client feedback into platform enhancements, ensuring solutions aligned with evolving hospitality industry needs and guest experience standards.
- Senior service leader overseeing North American implementation, account management and Tier 2 technical support teams delivering enterprise SaaS solutions to hospitality and travel clients.
Education
Bachelor of Arts - Sociology
Skills
SaaS support strategy
Omnichannel support
AI support automation
Global support operations
KPI reporting
Data-driven decisions
Process optimization
Operational Resilience
Cost Management
Cross-Functional Leadership
Strategic thinking
Customer loyalty
Accomplishments
- 15+ years in SaaS customer support and customer success leadership
- Extensive experience managing globally distributed, multi-tier teams
- Proven ability to scale support operations while improving KPIs
- Strong executive presence with experience presenting insights and results to senior leadership
- Data-driven leader focused on operational excellence, innovation, and continuous improvement
- Demonstrated success leveraging technology, automation, and AI-enabled tools to improve customer outcomes
Personal Information
Availability: Open to Remote / Hybrid
Timeline
Director of Customer Experience
Murrelektronik, Inc.
07.2023 - CurrentRead More
Director of Operations
Dornbracht
01.2020 - 07.2023Read More
Director of Client Services, GMS
Amadeus Hospitality (SaaS)
11.2007 - 01.2020Read More
The University of Akron
Bachelor of Arts from Sociology
Read More