LADEERAH ROBERSON
Newark,NJ
Summary
Strategic and results-driven Customer Experience & Operations Leader with 10+ years of progressive leadership experience driving enterprise-wide CX transformation, operational efficiency, and technology modernization. Proven success scaling multi-site teams, improving NPS and satisfaction metrics, implementing CRM ecosystems, and leading high-impact change initiatives in fast-paced environments.
Versatile Senior Manager specializing in change-management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Service Operations
COACH USA | MEGABUS
03.2020 - Current
- Provide executive leadership for multi-site customer service operations across B2B and B2C lines.
- Define and execute CX strategy aligned with corporate growth objectives.
- Lead recruitment, workforce planning, coaching, and development initiatives.
- Develop KPI infrastructure to monitor service levels, productivity, and quality.
- Transition organization to a data-driven operating model leveraging Power BI and Qualtrics.
- Lead digital transformation initiatives including CRM migration and chat bot automation.
- Evaluated hiring, firing, and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Implemented and developed operational standards, policies and procedures.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Service Manager
COACH USA | MEGABUS
02.2019 - 12.2020
- Optimized call center performance through structured coaching and KPI tracking.
- Managed escalations and complex service recovery initiatives.
- Drove process improvements increasing efficiency and service quality.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Kept accurate records to document customer service actions and discussions.
Operations Manager
Avis
08.2014 - 12.2018
- Oversaw staffing, fleet logistics, supply chain redesign, and financial performance.
- Reduced operational costs by $3.25M through process innovation.
- Implemented Min/Max inventory system and negotiated supply chain redesign.
- Achieved 99.8% TAT accuracy and rewrote 20+ SOPs.
Coordinator → Lead → Supervisor
PLUS Diagnostics
01.2010 - 01.2014
- Managed logistics and customer service operations.
- Built retention-focused service model.
- Collaborated with executive team on strategic growth initiatives.
- Completed bi-weekly payroll for 20+ employees.
Education
Information And Computer Systems
Passaic County Community College
Paterson, NJSkills
- Customer Experience Strategy
- Operational Leadership
- Call Center Management
- Digital Transformation
- CRM Implementation
- KPI Governance
- Change Management
- Revenue & Cost Optimization
- Process Engineering
- Omnichannel Experience
- Reporting oversight
- Operations planning
- Talent development
- Influencing and negotiating
- Organizational development
- Operations management
Accomplishments
- Resolved product issue through consumer testing.
- Successfully recruited and trained 50+ new customer service representatives.
Certification
- SAP
- Zoho
- Zendesk
- Salesforce
- ServiceNow
- JIRA
- Oracle
- JD Edwards
- Power BI
- Tableau
- Qualtrics
- Samsara
- Six Sigma Green Belt
EXECUTIVE IMPACT
- Increased Customer NPS by 65%.
- Implemented enterprise chatbots achieving 92% CSAT (vs. 85% phone).
- Established 91% First Contact Resolution baseline.
- Led company-wide Zoho Desk implementation improving efficiency by 60%.
- Managed $1.5M revenue portfolio.
- Reduced headcount by 8 FTE, saving $315K annually.
- Delivered $3.25M in operational cost savings.
- Transitioned organization to 75% paperless environment.
Timeline
Senior Manager, Customer Service Operations
COACH USA | MEGABUS
03.2020 - Current
Customer Service Manager
COACH USA | MEGABUS
02.2019 - 12.2020
Operations Manager
Avis
08.2014 - 12.2018
Coordinator → Lead → Supervisor
PLUS Diagnostics
01.2010 - 01.2014
Information And Computer Systems
Passaic County Community College