Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Rachel Newman

13637 W Port Royale Ln Surprise,AZ

Summary

Results-oriented Customer Experience and Sales Director with a proven track record of driving business success through strategic customer-centric initiatives. Over 15 years of leadership experience in enhancing customer journeys, optimizing business processes, and building high-performance teams. Expertise in leveraging data-driven insights to achieve measurable improvements in employee engagement, customer satisfaction, and operational efficiency. Adept at leading cross-functional collaborations and managing change to ensure organizations exceed customer expectations and stay ahead of industry trends

Overview

10
10
years of professional experience
1
1
Certification

Work History

Director of Customer Experience

Lemonade
05.2020 - Current
  • Led a team of 8 senior managers, 15 team leads, and 250 individual contributors, resulting in a 15% increase in operational efficiency through data-driven workflow optimizations.
  • Implemented employee engagement and career development programs, increasing employee engagement by 10%, improving eNPS by 12 points, and reducing regrettable attrition by 8%.
  • Launched Inside Sales Team and established 3 Vendor support programs, driving new revenue streams and operational support.
  • Piloted retention, social, and growth partnerships that now serve as models within other departments, contributing to cross-functional growth and long-term business success.
  • Spearheaded tech-driven customer sentiment analysis, leveraging AI tools to gain deeper insights into customer feedback, leading to a 10% increase in customer satisfaction.
  • Revamped QA process, resulting in a 20% improvement in service quality and faster issue resolution.
  • Monitored customer satisfaction metrics and executed process improvements, increasing customer satisfaction scores by 10%.
  • Conducted trend analysis and collaborated with stakeholders to enhance service quality, resulting in a 20% faster resolution time.
  • Managed budget allocation, maximizing ROI on marketing initiatives, leading to 15% higher productivity.
  • Partnered with L&D to design training programs that increased team skill levels and improved support team ROI by 20%.

Sales Manager

Allstate
05.2019 - 05.2020
  • Increased sales by 12% through revitalized lead generation tools and enhanced sales training programs.
  • Hired and coached a high-performing team, improving cross-selling techniques and achieving 110% of revenue targets.
  • Collaborated with cross-functional teams to ensure consistent messaging and brand alignment, raising consumer awareness and improving market penetration.
  • Designed process improvements that resulted in enhanced reporting accuracy and a 15% boost in conversion rates.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.

Customer Experience Manager

T-Mobile
02.2018 - 05.2019
  • Analyzed customer data to develop strategies that increased customer loyalty, driving a 6% reduction in regrettable attrition.
  • Led initiatives that supported corporate objectives, enhancing overall customer experience and driving a 10% improvement in team performance.
  • Recognized and promoted high-performing employees to leadership roles, fostering internal growth and reducing attrition.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Reduced response time to customer inquiries by optimizing support channels.

Team Manager

AT&T
01.2015 - 05.2018
  • Managed a team of 15 Retention Agents consistently performing in the 90th performance percentile
  • Developed and implemented customer loyalty programs, improving satisfaction and performance metrics across the team.
  • Utilized CRM tools and cloud-based technology to resolve complex business issues, resulting in a 6% decrease in attrition and improved operational alignment.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.

Education

Business Management

Boise State University
Boise, ID

Business Management

College of Western Idaho
Nampa, ID

Skills

    • P&L Management
    • Strategic Planning & Execution
    • Customer Experience Optimization
    • Data Analysis & KPI Reporting
    • Employee Engagement & Retention
    • Business Development & Strategy
      • CRM & Customer Engagement Technology
      • Cross-Functional Collaboration
      • Vendor Management & Partnerships
      • Budgeting & Financial Management
      • Talent Development & Training
      • Customer Journey Mapping

Certification

Licensed P&C Insurance Producer - 2018- Present

Timeline

Director of Customer Experience

Lemonade
05.2020 - Current

Sales Manager

Allstate
05.2019 - 05.2020

Customer Experience Manager

T-Mobile
02.2018 - 05.2019

Team Manager

AT&T
01.2015 - 05.2018

Business Management

Boise State University

Business Management

College of Western Idaho

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Rachel Newman