Laura Carroll
Columbia,NJ
Summary
Proactive Senior Manager specializing in Customer Experience, Customer Service, and Training & Quality with extensive leadership experience. Successfully improved team productivity, implemented customer feedback processes, and developed strategic initiatives to enhance customer satisfaction. Strong skills in cross-functional collaboration, data analytics, and employee development.
Overview
26
26
years of professional experience
Work History
SR. Manager Customer Experience
Brother International Corporation
04.2014 - 05.2024
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Monitor direct customer feedback opportunities and sources. (NPS scores, CSAT, CES scores, social postings, reviews, chat/voice/email feedback).
- Successfully scope, define, plan and execute improvement initiatives by using customer feedback to identify journey touchpoints that need enhancements.
- Developed and implemented follow-up procedures to customer feedback (Closed Loop Response Process)
- Designed and managed transactional relationships and proposed new surveys that seek to define, understand and improve the key touchpoints.
- Create and manage standard customer communication operating procedures related to customer issues.
SR. Manager Customer Service
Brother Interational Corporation
04.2007 - 04.2014
- Lead, mentor, and develop a team of customer service (3) managers and our outsource customer service vendors.
- Set clear performance objectives, conduct regular performance reviews, and provide feedback and coaching.
- Foster a positive and productive team environment that encourages high performance and job satisfaction.
- Develop and implement customer service strategies that align with the company’s goals and objectives.
- Analyze customer service metrics and feedback to identify areas for improvement and implement corrective actions.
- Design and oversee customer service policies and procedures to ensure consistency and quality.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure targets are met or exceeded.
- Utilize data and analytics to identify patterns, forecast needs, and drive strategic decisions.
- Drive initiatives to improve the customer experience and increase customer satisfaction and loyalty.
- Collaborate with other departments, such as sales, marketing, and product development, to address customer needs and feedback.
- Established strong working relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Manager - Training and Quality
Brother International Corporation
04.1998 - 04.2004
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Developed strong relationships with external vendors to source relevant training materials at cost-effective prices.
- Implemented best practices for adult learning principles throughout all instructional design projects, ensuring optimal understanding.
Education
High School Diploma -
Manville High School
Manville NJ06.1989
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Strong Communication Skills
- Data Analytics
- Teamwork and Collaboration
- Process Improvement
- Training and Development
- Employee Development
- Excellent Communication
- Multitasking
- Team building
Timeline
SR. Manager Customer Experience
Brother International Corporation
04.2014 - 05.2024
SR. Manager Customer Service
Brother Interational Corporation
04.2007 - 04.2014
Manager - Training and Quality
Brother International Corporation
04.1998 - 04.2004
High School Diploma -
Manville High School
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