Elin Floyd

Customer Support Leadership

• Leading the Customer Support department, overseeing strategy, forecasting, budget, tools and technology implementation, and pilot programs

Key Achievements:

• Achieved a 52% reduction in operational costs through offshoring, which contributed to an 18% increase in Customer Satisfaction (CSAT) and a 73% improvement in response times.
• Developed and implemented robust quality control protocols, resulting in greater customer satisfaction and complaint reduction.
• Overhauled customer service protocols and introduced an all-inclusive custom built AI knowledge base, leading to significant improvements in customer satisfaction scores.

Customer Experience Leadership

• Leading initiatives for customer experience improvements, pilot programs, and collaborate on digital product support programs.

Key Achievements:

• Successfully directed revenue-boosting pilot programs, including Virtual Shopping, Order Tracking Software integration, and various CX AI enhancements.

Backend Systems Leadership

• Lead and oversee backend systems, including middleware and ERP, managing both large enhancement projects and daily operational tasks across teams.

Key Achievement:

• Effectively managed a large-scale systems transition, optimizing daily operational efficiency and facilitating seamless integration among middleware, ERP platform, global partner, and third-party logistics provider.

• Established and enhanced customer experience by implementing CX features and practices across e-commerce, logistics, and customer care fields.
• Enhanced customer experience by implementing strategies that minimized churn and maximized customer retention while ensuring a 97% customer satisfaction.
• Realized a 27% decrease in costs and a 25% increase in order volume by improving the efficiency of payment solutions in key markets using localized payment methods.
• Effectively oversaw and coordinated various IT initiatives in e-commerce, logistics, and payments.

• Streamlined DTC operations and freight to improve customer experience.
• Spearheaded strategic initiatives to identify state-of-the-art tools and optimize processes, fostering a highly efficient and proactive departmental culture. Realized significant cost savings of 80%, while concurrently achieving a remarkable YoY growth rate of 100%.
• Took charge of significant e-commerce initiatives like website redesign, translation tasks, and substantial modifications to elevate overall customer journey.

• Steered the growth of the CX department while overseeing the company's transition from a $1M business to an $80M business
• Implemented performance metrics for CX department including SLAs, Response Times, One Touch Resolution, and CSAT.
• Achieved excellent customer satisfaction and operational efficiency by leading a team that implemented innovative processes, resulting in average CSAT scores of 96% and an NPS score of 82.
• Enhanced customer experience by implementing essential tools like CRM platform, Proactive Order Tracking, and Package Insurance.

• Implemented effective store planning methods for various timelines including yearly, monthly, and weekly activities.
• Oversaw a 10-person team, holding complete accountability for the staffing process including hiring, firing, and training.
• Oversaw store presentation to guarantee correct merchandising of products and maintain an appealing in-store environment.
• Ensured adequate stock availability for popular items while curating store offerings with targeted product choices
• Planned and executed product training sessions for all retail employees on the west coast
• Collaborated with the Regional Manager to launch multiple new locations
• Managed staff training in multiple areas including systems, stock room organization, product knowledge, and sales strategies. Organized and executed successful opening weekend events.

• Led a team to plan and execute the grand opening of 2 new stores in Gothenburg, Sweden.
• Effectively coordinated contractors, shipments, and staff recruiting and training for two locations
• Implemented successful budgeting strategies to effectively manage financial resources for both locations during their inaugural year in business.
• Successfully sourced and hired permanent employees for two locations while organizing a week-long training seminar focusing on brand knowledge, product expertise, and effective sales techniques.
• Assumed responsibility for managing two stores on an interim basis until permanent employees were employed.