Duane Venner

Accomplished Head of Customer Support with a proven track record at Cosm, specializing in CRM optimization and fostering team growth. Spearheaded the creation of customer support departments, driving a 27% reduction in contact volume through strategic initiatives at NBCUniversal. Expert in data analysis and collaborative project management, I excel in transforming customer service into a key business asset.

• Leadership & Strategy - Established and scaled multiple customer support departments, creating policies, KPIs, and workflows that boosted customer satisfaction and streamlined operations.
• Technology Integration - Led the implementation of CRM platforms (Zendesk, Salesforce) and AI-driven tools (chatbots, inContact) to enhance service efficiency and data-driven decision-making.
• Operational Efficiency - Achieved 30% revenue savings through data-driven policy adjustments and optimized processes, reducing contact volume and resolution times.
• Recruitment & Training - Spearheaded efforts to onboard 1,500 educators in three months, complemented by developing robust training programs.
• Customer Satisfaction - Designed and executed strategies that significantly improved customer retention and loyalty metrics.
• Compliance & Risk Management - Partnered with legal teams to ensure adherence to COPPA, CCPA, GDPR, and other regulatory requirements while mitigating fraud risks.
• Diversity & Inclusion - Championed DEI initiatives to promote community building, employee engagement, and organizational inclusivity.