Summary
Overview
Work History
Education
Community Service
Timeline
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Molly Meetz

New York,NY

Summary

Experienced Customer Experience professional with a proven track record in developing white glove procedures and delivering exceptional service. Proficient in utilizing customer relationship management software and building a tech stack for data interpretation and analysis to drive business results.

Overview

13
13
years of professional experience

Work History

Director of Customer Experience

Corso Commerce
New York, NY
02.2023 - Current
  • Oversee the entire customer journey for our brands and their customers to ensure that it's a white glove experience, from onboarding the brand to assisting their customers with shipping issues.
  • Manage a team of agents, including supervisors, leads, and support agents, keeping them up to date on changes and brand nuances.
  • Developed and implemented customer-centric strategies and processes to improve customer experience.
  • Maintain a 98% CSAT score company-wide while helping thousands of brands with their shipping issues.

Director of Customer Experience + Partnerships

Fresh Sends
Denver, CO
04.2020 - 01.2023
  • Created and implemented all processes and procedures related to providing exceptional customer service, including the current tech stack.
  • Create practices and processes to ensure Fresh Sends' voice and brand are consistent across the company.
  • Create retention and post-purchase flows to maximize LTV of customers.
  • Created new abandoned cart flows that resulted in a decrease of 25% of revenue left behind.
  • Collaborate with other teams, including operations and the executive team, to provide consistent feedback on process improvements to scale CX and partnership departments, and identify opportunities to improve the customer experience and partnership relationships.

Account & Customer Service Manager

Two Parts
Denver, CO
01.2019 - 03.2020
  • Responsible for account and project management, focusing on sponsorship deliverables for events, marketing, and event-day client relations and production.
  • Created and implemented customer experience practices and procedures for all entities under the company umbrella.
  • Managed ticketing platform, including page builds, marketing initiatives, and data analysis.

Senior Project Manager

AMB3R // Pub + Grub Creative
Denver, CO
09.2017 - 01.2019
  • Managed the project management team, including delegating projects, reviewing progress, troubleshooting, refining, and rolling out new and improved processes.
  • Responsible for 75% of the total yearly invoiced projects from beginning to end, averaging $1.2mil per year.
  • Managed budgets, schedules, production, and artwork for such projects.

Account Manager

Splickit
Boulder, CO
10.2014 - 07.2015
  • Managed accounts for 18 brands and over 500 locations for a pickup and delivery app for restaurants
  • Developed and implemented creative, cost-effective programs such as promotions, advertising, and website designs, as a result, brand sales increased by 25% compared to the previous calendar year.

Senior Account Executive

Linde Lee Inc
Dallas, TX
01.2012 - 10.2014
  • Managed three territories for several high-end women's brands; traveled to stores to provide product education, training, and selling new products as needed.
  • Met and exceeded sales goals each year, exceeding $1 million a year.

Education

Bachelor of Science - Apparel Textile Marketing + Science

Kansas State University
Manhattan, KS

Community Service

Minds Matter, Mentor, 2020, Current

Timeline

Director of Customer Experience

Corso Commerce
02.2023 - Current

Director of Customer Experience + Partnerships

Fresh Sends
04.2020 - 01.2023

Account & Customer Service Manager

Two Parts
01.2019 - 03.2020

Senior Project Manager

AMB3R // Pub + Grub Creative
09.2017 - 01.2019

Account Manager

Splickit
10.2014 - 07.2015

Senior Account Executive

Linde Lee Inc
01.2012 - 10.2014

Bachelor of Science - Apparel Textile Marketing + Science

Kansas State University

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Molly Meetz