Chuck Gilpin

As the Manager of Customer Experience at EasyLlama, I played a pivotal role in shaping and leading the Customer Experience department from its inception. In this dynamic position, I was responsible for managing a dedicated team of professionals and overseeing various key functions within the organization.

Key Achievements:

• Founding Customer Success Manager: Spearheaded the establishment of the Customer Success department, crafting and implementing strategic plans to drive customer satisfaction and loyalty.

• Promoted to Manager of Customer Experience within six months of employment.

• Team Leadership: Successfully managed a team of individuals, providing guidance and support to ensure optimal performance in roles related to onboarding, account management, customer success, and support.

• Process Optimization: Developed and implemented Standard Operating Procedures (SOPs) defining clear roles and responsibilities within the department, enhancing overall efficiency and productivity.

• Technology Implementation: Introduced the Customer Success Platform, Vitally, to streamline operations and improve customer engagement, contributing to a more seamless and effective customer experience.

• Client Portfolio Management: Oversaw relationships with major enterprise clients, including Uber, ShakeShack, Jiffy Lube, and Sephora, effectively managing a total revenue of 7 million dollars on average in BOB with a 96% retention rate. Performance Metrics:

• Customer Retention: Achieved an outstanding 96% customer retention rate, reflecting a commitment to customer satisfaction and loyalty.

• Net Revenue Retention (NRR): Maintained an impressive average NRR of 112%, showcasing a strategic approach to expanding customer value.

• Customer Satisfaction (CSAT): Personally achieved a CSAT score of 98% and consistently maintained a team-wide CSAT of over 95% annually.

• KPI Establishment and Reporting: Established and monitored KPIs to track and measure the success of CX.

•Enhanced customer satisfaction by implementing a streamlined feedback system.

•Reduced response time to customer inquiries by optimizing support channels.

•Spearheaded the seamless onboarding, support, and management of local, regional, and national enterprise clients, ensuring their engagement and retention.

•Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.

•Analyzed client feedback to identify areas of improvement for product offerings and services.

•Managed a diverse portfolio of clients, ensuring timely delivery of products and services to meet their unique needs.

•Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.

•Implemented efficient processes for tracking client interactions, improving overall organization and response times.

•Served as the primary point of contact between clients and company personnel, facilitating effective communication channels.

•Coordinated training sessions for clients on new product features, enhancing user adoption rates and overall satisfaction levels.

•Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.

•Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.

•Utilized customer feedback to inform changes and improvements to customer success plans.

• Led efficient onboarding processes for new hires in the market, ensuring swift integration and alignment with performance objectives.

• Facilitated dynamic Sales & Customer Service Training along with advanced sales workshops, contributing to the development of a high-performing team.

• Provided comprehensive training on Compliance, Yardi, CRM, and various Property Management Systems for all new hires, fostering a proficient and knowledgeable workforce. • Orchestrated the coordination and scheduling of training classes, demonstrating strong organizational skills.

• Customized standard and specialized training programs to address regional needs, employing a strategic approach to meet diverse learning requirements.

• Implemented innovative teaching strategies, consistently achieving target results and adapting methodologies to maximize progress.

• Conducted performance reviews with associates, developing tailored follow-up training plans for those falling below expected metrics.

• Hosted monthly sales meetings, fostering a collaborative environment for associates to discuss shops, performance, software updates, and goals.

• Analyzed secret shop reports, offering constructive feedback, and provided personalized one-on-one coaching as needed to enhance individual and team performance.

• Developed sales strategies aimed at increasing property traffic, maintaining closing ratios, and achieving budgeted occupancy.

• Recommended and executed marketing programs, including creative online advertising, direct marketing, and resident referral initiatives, to boost traffic and sales.

• Collaborated with the Director of Training on national initiatives, offering workshops and 1:1 support to ensure successful adoption across the organization.

• Played a key role in assisting with new acquisition takeovers, contributing to a smooth transition and integration process.

• Greystar's Acquisition of Monogram Residential Trust (September 2017):

• Spearheaded critical responsibilities in leasing, marketing, training, and on-site operations for all assets under Greystar Investment Group ownership. • Undertook extensive nationwide travel, ensuring hands-on oversight of Greystar Investment Group owned assets. • Conducted thorough SWOT analyses following property visits, delivering valuable insights to leadership.

• Formulated and executed strategic sales initiatives to enhance property traffic, sustain closing ratios, and achieve targeted occupancy levels.

• Proactively recommended innovative marketing programs, leveraging online advertising, direct marketing, and resident referral strategies to augment traffic and drive sales.

• Facilitated monthly meetings for associates, fostering discussions on shops, performance, and goal-setting.

• Mentored associates falling below target goals, devising and implementing personalized follow-up training plans.

• Systematically reviewed secret shop reports, delivering constructive feedback, and offering one-on-one coaching when necessary.

• Developed comprehensive standard and specialized training programs tailored to national needs.

• Managed lease agreements from inception to termination, ensuring legal compliance and minimizing potential disputes between parties.

•Transformation of Behringer Harvard Residential into Publicly Traded Monogram Residential Trust (July 2014):

• Instrumental in the transition of Monogram Residential Trust from its previous identity as Behringer Harvard Residential to a publicly traded entity.

• Orchestrated a comprehensive approach to leasing, marketing, and training for on-site teams nationwide.

• Undertook 100% travel, ensuring oversight and management of the entire Monogram portfolio.

• Collaboratively managed and actively participated in leasing efforts to ensure the achievement of leasing goals.

• Devised and implemented effective sales strategies to boost property traffic, sustain closing ratios, and meet budgeted occupancy targets.

• Proactively recommended and implemented creative online advertising, direct marketing, and resident referral programs to enhance traffic and drive sales.

• Contributed to the lease renewal program, optimizing tenant retention strategies.

• Provided mentorship to associates falling below target goals, fostering professional development.

• Systematically reviewed secret shop reports, delivering constructive feedback, and offering one-on-one coaching as needed.