Zoe Cardenas
Los Angeles,CA
Summary
Customer-focused CX leader with extensive experience in enhancing customer experience functions for high-growth DTC brands. Expertise in developing post-purchase experiences that drive loyalty and reduce churn, directly impacting retention and growth. Proven ability to leverage customer insights to create scalable systems and improve team performance while collaborating with eCommerce, product, and retention teams to optimize the customer lifecycle.
Overview
22
22
years of professional experience
Work History
Senior Manager, Customer Experience
Good American
Los Angeles, USA
2023.07 - Current
- Operate across strategic operations and systems, balancing leadership responsibilities with hands-on execution, and cross-functional initiatives.
- Track performance metrics across key KPIs, including CSAT, SLA, FRT resolution time, and contact rate, aligning CX results with retention and revenue implications.
- Constructed and elevated automation macros and tagging systems within Gorgias to strengthen efficiency and ensure consistency with increasing order volume.
- Collaborate directly with e-commerce and digital teams, utilizing insights from Hotjar and Contentsquare to uncover checkout issues, bugs, and friction points hindering conversion.
- Support lifecycle and retention initiatives alongside marketing teams, leveraging Klaviyo to synchronize customer experience with communication strategy.
- Analyze and refine the post-purchase experience for global orders, leveraging Global-e and Returns workflows with Happy Returns, to maximize efficiency and customer contentment.
- Boosted Trustpilot rating from 2.0 to 4.1 during the first month via the implementation of an organized review and response framework.
- Leverage insights from Elevar to better understand customer behavior, and identify gaps between the purchase and support experience.
- Direct escalations and resolution frameworks to reinforce brand trust and mitigate churn while maintaining exceptional customer experience.
- Engage cross-functionally with product, e-commerce, logistics and operations teams to ensure the customer voice influences site enhancements and core business decisions.
Customer Experience Manager
Good American
Los Angeles, USA
2021.09 - 2023.07
- Supervised high-volume customer experience operations across email, chat, and social, supporting broader Shopify ecommerce and retention strategies
- Administered KPI assessments and implemented process optimizations that heightened efficiency and raised customer satisfaction.
- Facilitated QA and coaching initiatives aimed at improving team performance and ensuring alignment with service and brand voice.
- Analyzed key drivers of customer contact and collaborated with internal teams to address root causes across policies, product messaging, and site experience.
- Conducted NPS and customer sentiment analysis through Qualtrics, converting insights into practical improvements
- Facilitated transition to Shopify 2.0 headless architecture, ensuring effective testing issue identification and customer experience readiness during launch.
Client Services Team Leader
The Honest Company
Playa Vista, USA
2017.01 - 2021.01
- Oversaw and cultivated a team of 10+ customer experience agents across email, chat, and phone in fast-paced e-commerce setting, maintaining service quality and coverage across all customer interactions.
- Directed performance across essential CX metrics including CSAT, SLA, and resolution time utilizing data to detect gaps, optimize response efficiency, and preserve high customer satisfaction.
- Directed QA evaluations, coaching sessions, and ongoing mentorship to enhance team performance
- Evaluated trends in customer contact drivers including order issues, subscription concerns, and product inquiries while collaborating with ecommerce and operations teams to address root causes and reduce repeat contact volume.
- Facilitated product launches and promotional campaigns through preparation of CX team for heightened volume, alignment of messaging, and assurance of operational readiness across support channels.
- Leveraged Salesforce Commerce Cloud (SFCC) for managing order visibility, customer account interactions, and optimizing eCommerce workflows linked to order management and problem-solving.
- Resolved subscription-related inquiries in Ordergroove, including billing challenges, cancellations, and customer retention communications.
- Utilized clutch and deck systems to examine order discrepancies, payment complications, and fulfillment delays, ensuring complete support during post-purchase interactions.
- Coordinated efforts across e-commerce operations and product teams to rectify order-related issues, streamline workflows, and enhance customer experience.
Team Member / Office Manager
State Farm
Canoga Park, USA
2015.01 - 2016.01
- Managed office operations and customer service workflows, ensuring streamlined processes and superior client experience.
- Streamlined sales cycle while overseeing client relationship management, driving customer retention and service consistency.
- Assisted with hiring, onboarding, and training to support team development and operational effectiveness.
Supervisor / Front-End Leadership
Whole Foods Market
Greater Los Angeles Area, USA
2004.01 - 2015.01
- Managed front end retail operations in high volume environments, enhancing workflow efficiency and ensuring consistent customer experience.
- Supervised personnel scheduling and financial activities concentrating on exactness, ownership, and effective operations.
- Mentored and coached team members to improve performance service standards and increase customer interaction quality.
- Managed escalations and complex customer challenges, ensuring satisfaction and reinforcing brand integrity.
- Enhanced inventory and store operations to guarantee smooth execution and alignment with business requirements.
Education
Coursework - Business & Communications
Skills
- Customer Experience Strategy and Operations
- Customer Lifecycle and Retention Optimization
- Team Leadership and Performance Development
- KPI Management including CSAT, SLA, FRT, and AHT
- Voice of Customer and NPS Analysis Qualtrics
- CX Systems and Automation Gorgias
- eCommerce Platforms Shopify, Global-e
- ERP Systems including NetSuite
- Escalation Management and Risk Mitigation
- Cross Functional Collaboration
- Process Improvement and Operational Scaling
Timeline
Senior Manager, Customer Experience
Good American
2023.07 - Current
Customer Experience Manager
Good American
2021.09 - 2023.07
Client Services Team Leader
The Honest Company
2017.01 - 2021.01
Team Member / Office Manager
State Farm
2015.01 - 2016.01
Supervisor / Front-End Leadership
Whole Foods Market
2004.01 - 2015.01