Summary
Overview
Work History
Education
Skills
Timeline
Generic
Kelly Gerard

Kelly Gerard

Beverly,MA

Summary

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

Circles, A Sodexo Company
04.2011 - 06.2012

Director of Business Planning & Analytics

Circles, A Sodexo Company
01.2008 - 04.2011

Bachelor of Science - Business Management

International College of The Cayman Islands
Kelly Gerard