Nikita Campbell
Cordova
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Customer Experience
Choate's Air Conditioning
01.2016 - Current
- Oversee customer service operations, managing in-house call representatives, answering service agents, AI-driven customer support, and 3rd-party scheduling services
- Develop and implement customer experience strategies to improve response times, service quality, and retention rates
- Lead all marketing initiatives, including digital, social media, and traditional marketing, to drive lead generation and brand engagement
- Spearhead process improvements that reduced customer hold times and enhanced scheduling efficiency
- Implement AI and automation tools to streamline customer interactions and optimize workflow
- Resolve customer complaints and escalations, ensuring service excellence and brand reputation management
- Train and mentor customer service teams, fostering a culture of excellence, accountability, and continuous improvement
- Lead and foster community involvement programs and employee retention initiatives to strengthen brand reputation and workforce stability
Lead Customer Retention Specialist
American Residential Services LLC
01.2012 - 01.2016
- Managed customer retention initiatives, identifying service gaps and implementing solutions to enhance customer satisfaction and loyalty
- Supervised call center operations, ensuring high-quality customer service and efficient handling of inquiries and complaints
- Developed and maintained customer engagement programs, reducing churn and increasing repeat business
- Trained and coached customer service representatives, improving performance and service consistency
- Analyzed customer feedback and call metrics to develop targeted retention strategies
Education
BBA - Business Administration And Management
Grand Canyon University
Phoenix, AZ12-2025
Skills
- Customer service
- Digital marketing
- Data analysis
- Customer relationship management
- Process improvement
- Employee training
- Team leadership
- Project management
- Conflict resolution
- Strategic thinking
- Data-driven decision making
- Customer segmentation
- Innovative mindset
- Customer journey mapping
- Customer feedback analysis
- Brand representation
- CRM software proficiency
- Cross-functional coordination
- Multitasking capacity
- Problem-solving
- Problem-solving abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
Accomplishments
- Supervised team of 25+ staff members.
Affiliations
- Women in HVACB
- Certified Customer Experience Professional
- CCSP
Certification
- Sprout Social Media Certification– Sprout Social.
- Google Ads Certification – Google.
- Microsoft Office Specialist (MOS) Certification
Timeline
Director of Customer Experience
Choate's Air Conditioning
01.2016 - Current
Lead Customer Retention Specialist
American Residential Services LLC
01.2012 - 01.2016
BBA - Business Administration And Management
Grand Canyon University
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