Davina Scaringella
Port Orchard,WA
Summary
Experienced Sales Support leader with a focus on enhancing customer satisfaction and streamlining workflows. Proven track record in leading teams to improve service delivery and operational efficiency. Skilled in fostering collaboration across departments to drive strategic initiatives.
Overview
20
20
years of professional experience
Work History
Sr. Manager - Customer Experience
Humanscale
Remote, Washington
09.2022 - 07.2026
- Provide strategic leadership across customer experience operations, with a focus on customer retention, employee engagement, process improvement, and long-term business growth.
- Lead and develop high-performing teams by establishing clear goals, performance metrics, accountability standards, and scalable best practices that support organizational success.
- Manage customer-facing functions with broad organizational impact, balancing hands-on leadership with effective delegation, coaching, and team development.
- Partner cross-functionally with sales, product, contracts, compliance, operations, and executive leadership to align priorities, resolve issues, and improve the overall customer experience.
- Build strong relationships with internal stakeholders and customer-facing teams to influence outcomes, drive accountability, and ensure commitments made to customers are delivered.
- Oversee highly escalated customer situations, using sound judgment to balance customer needs with company objectives while protecting the brand and customer relationship.
- Analyze customer and operational data to identify trends, root causes, process gaps, and opportunities to improve both internal and external customer experiences.
- Develop and implement programs, workflows, and process improvements that increase team efficiency, strengthen service delivery, and improve overall support quality.
- Collaborate with internal and external partners to evaluate procedures, identify areas of risk or inefficiency, and implement solutions that improve business outcomes.
- Support adoption and usage of business applications by applying technical understanding of systems, workflows, and customer support tools.
- Present updates, recommendations, and business insights to peer leaders, assigned teams, executive leadership, and senior stakeholders, including CEO-level audiences.
Sr. Manager - Customer Care
Humanscale
Los Angeles, USA
08.2018 - 09.2022
- Lead post-order customer experience and sales support operations across U.S. and Canadian territories, supporting dealer, direct, retail, e-commerce, global, and commercial order channels.
- Oversee all facets of the sales support process after order entry, ensuring customers, sales teams, and internal support partners receive a consistent, efficient, and brand-aligned experience.
- Manage department staff, including hiring, training, coaching, performance management, staff development, workload assignments, and career path planning.
- Establish clear performance expectations, department goals, and accountability standards to support team productivity, service quality, and employee growth.
- Monitor team performance, workflow, and goal attainment, taking corrective action as needed to ensure alignment with business objectives and service targets.
- Evaluate staffing needs, operational processes, and support workflows to identify opportunities for improved efficiency, productivity, and customer satisfaction.
- Analyze post-order trends, escalation patterns, and operational data to identify root causes, prevent recurring issues, and support data-driven decision-making.
- Partner with Business Solutions and cross-functional stakeholders to create, modify, and implement processes that address service gaps and improve the overall customer experience.
- Represent customer experience and sales support teams in weekly and monthly sales meetings, communicating organizational updates and addressing sales-related concerns.
- Provide daily, weekly, and monthly reporting on post-order activity, trends, and performance insights to executive leadership and key business stakeholders.
- Manage customer inquiries and escalations related to post-order issues, balancing customer needs with company policies, operational capabilities, and brand standards.
- Develop and implement strategic plans, communication protocols, and process improvements to increase operational consistency, strengthen collaboration, and improve service delivery.
- Serve as a liaison between executive leadership, sales, support teams, and cross-functional departments to align priorities, resolve issues, and support successful execution of business initiatives.
- Lead team meetings, cross-functional discussions, and project coordination efforts to ensure alignment on goals, timelines, responsibilities, and expected outcomes.
- Mentor and coach employees on performance expectations, professional development goals, communication skills, and opportunities for continued growth.
Regional Sales Support Manager
Humanscale
Los Angeles, USA
01.2017 - 08.2018
- Managed Southern California support teams across three offices, overseeing seven direct reports and four indirect reports.
- Drove continuous improvement in the face-to-face customer experience.
- Enhanced customer service interactions by improving technician installations and showroom experiences, specifically focusing on Humanscale technician installation and repair.
- Actively seek out new software, tools and process to help us elevate our customer touches to a luxury brand experience.
- Collaborate with the Strategic Project Managers to implement positive changes with the in person customer experience.
- Establish a baseline customer satisfaction measure for face to face interactions and build action plan for improvement above current measure.
- Managed requests for tool and process enhancements from customer satisfaction surveys.
- Addressed personnel-related challenges and collaborated with Strategic Project Management team to resolve tool, process, and training issues identified from survey results.
- Interact with the Sales and Support Management team to get input on changes to showroom and tech experience.
- Work on a plan to implement changes in the third-party installer experience to reflect the Humanscale experience created for our internal team.
- Contribute to short and long-term organizational planning and strategy as a member of the management team.
Sales Support Manager
ARC Document Solutions
Monterey Park, USA
10.2015 - 01.2017
- Provided sales-related support nationally to all sales staff, completed administrative tasks for local and national sales and operational activities, and implemented new policies to improve operations and sales processes.
- Oversee all order related activities, coordinating shipments, and managing escalated customer issues.
- Motivate sales staff to increase sales, maintain excellent business relationships with internal team leaders, external partners, and suppliers.
- Coordinated collaboration with cross-functional teams to ensure successful introduction of new products or services.
- Facilitated training efforts and mentored sales staff to implement improved sales techniques.
- Complete monthly and/or annual employee performance reviews with Sales Support staff and communicate those results to upper management team.
- Supported integration and logistics processes for high-profile accounts in collaboration with the Service Manager. for high profile accounts, alongside the Service Manager.
- Oversaw documentation of receipts, invoices, and sold items in company database for all divisional events and client-related projects.
- Executed graphic design tasks to support marketing initiatives.
Inside Sales Representative
ARC Document Solutions
Monterey Park, USA
09.2013 - 10.2015
- Identified revenue opportunities in dormant and established accounts and explored new prospects through targeted communications and events.
- Responded to customer requests for information and delivered demos/presentations.
- Work closely with sales support team, Business Development Representatives and Account Executives to ensure the highest level of customer retention.
- Supported sales staff with administrative tasks, improving operational processes and implementing new policies to enhance sales activities.
- Coordinated with cross-functional teams to facilitate introduction of new products and services.
- Remain knowledgeable and up-to-date on changes and developments in the industry, attend training events on new equipment, services and supplies when available.
- Assist with integrations and logistics for high profile placements or projects, alongside the Service Manager.
Senior Account Relationship Manager
WorkflowOne
Ontario, USA
05.2006 - 01.2013
- Launched company's new 'Team Selling' strategy in the region, leading to successful implementation company-wide.
- Maintained and increased sales, achieving targeted revenue and margins while expanding customer base in assigned territories.
- Maintained outstanding relationships with all customers and showed great passion in problem solving and streamlining processes.
- Addressed requests from all existing customers to ensure satisfaction and retention., while increasing business opportunities through various routes.
- Developed sales strategies and set targets, analyzed personal sales figures, and monitored industry products and competitors.
- Account development Specialist, assigned to a large healthcare account in Western Region.
- Reported to senior sales management, all necessary quarterly and annual reports.
Education
High School Diploma -
Laurel High School
Los Alamitos, CASkills
- Customer Experience Strategy
- Service Delivery Optimization
- Customer Engagement & Relationship Management
- Sales Support & Account Partnership
- Process Improvement & Workflow Optimization
- Change Management
- Cross-Functional Collaboration
- Remote Team Leadership
- Coaching, Mentorship & Talent Development
- Delegation & Team Supervision
- Performance Management
- Conflict Resolution & Escalation Management
- Data Tracking & Performance Reporting
- Solution Implementation
- ERP Systems: INFOR
- Platforms & Tools: Microsoft Office, Freshworks
Timeline
Sr. Manager - Customer Experience
Humanscale
09.2022 - 07.2026
Sr. Manager - Customer Care
Humanscale
08.2018 - 09.2022
Regional Sales Support Manager
Humanscale
01.2017 - 08.2018
Sales Support Manager
ARC Document Solutions
10.2015 - 01.2017
Inside Sales Representative
ARC Document Solutions
09.2013 - 10.2015
Senior Account Relationship Manager
WorkflowOne
05.2006 - 01.2013
High School Diploma -
Laurel High School