Results-oriented Customer Service Executive possessing first-rate communication, problem analysis and organizational skills. Adaptable professional with 20+ years of experience in customer service, scaling operations, turnarounds, and global team management. Provided strategic customer experience direction for Beautycounter, Chanel, Skullcandy, and American Express Concierge for Platinum & Centurion card members.
Overview
20
20
years of professional experience
Work History
Head of Customer Experience & Business Development
SmarterTravel
12.2021 - Current
Member of the executive team responsible for leading and orchestrating operational effectiveness, strategic planning, and financial management for customer service and business development
Built and managed all aspects of customer service, including budgeting, from ground up
Consistently achieved 90% CSAT ratings, < 1-minute first response time
Implemented omnichannel servicing, including Bots/AI
Orchestrated expansion of Smarter Travel's hotel supplier network, negotiated contracts, rates, and successful activation
Established relationships with key decision-makers within partner's organization to promote growth and retention
Negotiated and closed long-term agreements with new partners
Director of Customer Service
Hopper
03.2021 - 12.2021
Created break-through strategies to turnaround distressed customer service operations
Scaled global contact center 4X to 150 agents
Reduced first response time from > 24 hours to < 1-minute
Led customer service innovations that resulted in 20-point increase in CSAT
Scaled entirely remote global contact center with BPO partnerships and internal hires
Responsible for management and oversight of all teams including workforce, BPOs, training, and quality assurance
Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics
Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction
Director of Customer & Client Service
VIPdesk Connect
02.2019 - 02.2021
Led both client and customer service for e-commerce clients such as Beautycounter, Skullcandy, Herff Jones, and Scout & Cellar
Designed quality & CSAT programs as well as consultative support on the service journey for Chanel and Angi/Home Advisor
Owned strategy, management, and oversight for client success, customer experience, training, and quality assurance for over 200 remote agents
Optimized opportunities for effective contact routing, AI, and self-service options
Created SOPs for inbound contacts driving consistency, creating efficiency, and reducing costs
Exceeded client KPI for service levels, CSAT, and first response times
Turned around distressed operations & client management for underperforming program and initiated a staff reorganization, implemented performance management standards, and streamlined operational processes resulting in a contract renewal, 17-point increase in CSAT, and greater efficiency
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
Director Customer Support
Scratch Wireless
09.2013 - 03.2016
Built customer support for scaling startup from ground up
Drove business expansion from start-up to acquisition
Implemented and developed Zendesk
Directed day-to-day operations of contact center, quality assurance, customer experience, recruiting, and training
Partnered with marketing, product development, and technology to identify and resolve gaps and opportunities in customer journey to ensure satisfaction and customer retention
Recommended potential products enhancements by collecting customer information and analyzing customer needs
Trained new employees on proper protocols and customer service standards
Executive Director Account Management & Operations
Circles, A Sodexo Company
04.2011 - 06.2012
Directed contact center operations & managed client relationships for $50M American Express U.S Concierge program involving 1.5 million Centurion and Platinum card members
Led operations, quality assurance, process improvement, risk & compliance, customer experience, account management, and contact center performance
Owned outsourced Concierge program across three locations in US and Canada and 400 agents
Met or exceeded net promoter scores and voice of customer goals from
Advocated on behalf of client stakeholders to make changes and introduce initiatives to achieve superior account performance
Reviewed financial and operational reports on regular basis to make effective decisions
Improved company revenue by collaborating with marketing, sales, and service delivery departments
Director of Business Planning & Analytics
Circles, A Sodexo Company
01.2008 - 04.2011
Led management and development of data capture, financial & customer analytics, ad-hoc analytics, and capacity planning across 30+ clients
Created capacity models for customer operations which integrated marketing, promotions, and product launches
Developed, implemented, and evaluated operational and customer experience standards to ensure achievement of financial growth, quality outcome, service goals, and compliance
Defined customer segmentation buckets for marketing strategies
Mapped customer journey for American Express cardholders to identify revenue opportunities
Aligned financial and operational reporting to create cohesive view of business results
Provided leadership for team of operational and reporting analysts
Education
Bachelor of Science - Business Management
International College of The Cayman Islands
Skills
Strategic Partnership
Operational Planning
Goals and Performance
CRM Platforms
P&L Responsibility
Cross-Functional Collaboration
Customer Satisfaction
Strategic Planning
Process Improvement
Operational Efficiency
Customer Service Management
Customer Loyalty
Timeline
Head of Customer Experience & Business Development
SmarterTravel
12.2021 - Current
Director of Customer Service
Hopper
03.2021 - 12.2021
Director of Customer & Client Service
VIPdesk Connect
02.2019 - 02.2021
Director Customer Support
Scratch Wireless
09.2013 - 03.2016
Executive Director Account Management & Operations
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange