Customer Experience Director with two decades of experience in leading retail and call center operations. Strong background in managing diverse teams, complex financials, and performance metrics. Skilled in addressing high-level escalations, including legal and consumer affairs, while fostering team cohesion and process optimization. Delivers consistent performance reports and strategic insights to senior leadership.
Overview
20
20
years of professional experience
Work History
Director of Customer Experience
Raymour & Flanigan Furniture
09.2010 - Current
Directed operations for customer experience across multiple sites, leading a team of over 10 managers and 15 fleet support staff.
Managed departmental budgets effectively, achieving both cost savings and productivity enhancements.
Collaborated with legal, BBB, and consumer affairs to address escalated customer issues efficiently.
Owned accountability for KPI performance in areas such as CSAT, retention, and resolution time.
Initiated regional training programs that significantly lowered turnover rates and boosted CSAT by over 10%.
Developed tailored reporting tools to track KPIs and drive team improvement efforts.
Ensured consistent compliance with service quality standards across all locations.
Presented regular updates on key service metrics to senior leadership.
Customer Service Manager / Floor Set Manager
Jason’s Furniture
08.2005 - 08.2010
Led customer service and showroom presentation in a high-volume store
Managed a 15+ person team, improving retention and customer satisfaction
Resolved escalations and boosted issue resolution rates
Reduced operating costs by optimizing team workflows
Worked closely with sales to enhance the customer experience in-store
Managed a team of sales representatives to achieve monthly and quarterly sales targets.
Provided ongoing coaching and mentoring to the sales team, fostering a positive work environment that promoted professional growth.
Education
High School - undefined
Jackson Memorial High School
Jackson, NJ
Skills
Leadership & Oversight – Directs 10 managers and 12 supervisors across regional operations
Customer Experience – Expert in escalation resolution, service recovery, and satisfaction improvement
Multi-Unit Operations – Leads multiple retail and service locations with cross-functional coordination
Performance Management – KPI tracking, service metrics, and team accountability
Budget & Resource Control – Budget planning, cost management, and efficient allocation
Strategic Planning – Cross-department execution, policy creation, and long-term vision
Process Improvement – Training, workflow updates, and issue resolution systems