Robyn Mais-Meyer

Customer Experience Improvement

Responsible for building strategy and alignment across the organization as well as lead tenured Internal Program Specialists and Program Coordinators overseeing omni-channel Partner Specialists. Consistently implement strategy for initiatives that support improvement of tooling, products,processes, and workflows for all Customer Support as well as the communication to Cash Customer Operations regarding incident response. This is achieved through the development of strong cross functional relationships across the organization, Interpreting data and insights and translating them into actionable plans to drive impact within the business.

• Leading multiple roles including Specialists, Coordinators and Partner Scaled Operations while upholding all block Policies and Procedures
• Drive team excellence through strategic mentorship initiatives, developing future leaders and promoting innovative solutions
• Establish and optimize strategic KPIs and performance standards across diverse roles, consistently exceeding organizational targets
• Maximize team potential by designing and implementing scalable solutions for operational efficiency and performance excellence
• Cultivate a dynamic, high-performing environment that drives team excellence through enhanced engagement and motivation
• Orchestrate large-scale organizational initiatives across multiple business units, leveraging stakeholder partnerships to deliver complex, high-impact projects
• Transform CEI (Customer Experience Improvement) service requests into comprehensive action plans, partnering with stakeholders to develop and communicate clear execution frameworks to coordinators
• Diagnose and resolve complex operational challenges through data-driven analysis and direct collaboration with channel leadership
• Shape business evolution by identifying emerging Customer Success trends and championing transformational recommendations across leadership teams
• Maximize team potential through systematic performance feedback and accountability-driven coaching frameworks

Motivate and inspire a top performing team while contributing to multiple organizational projects. Strengthen team culture, drive customer satisfaction, and promote employee success.

• Coach and mentor team members and peers with a focus on professional development and career growth.
• Cultivate a dynamic learning culture that promotes innovative thinking and strategic problem-solving capabilities
• Transform team performance through analytical coaching approaches, utilizing key metrics to accelerate professional growth
• Selected as key mentor for enterprise-wide Leadership Development Program, shaping future organizational leaders
• Appointed Global Chair of Parents@ Community, leading initiatives that enhance workplace inclusion and support
• Spearhead new associate onboarding through Cash App Orientation program, fostering organizational understanding and cultural alignment
• Champion process excellence through cross-functional collaboration, implementing solutions that elevate customer satisfaction metrics
• Developed a glide path for leaders of new teams ensuring new team members are set up for success
• Lead a task force to develop and implement a channel wide program for case calibrations, creating consistency and developing experiences for team members to build on their facilitation and leadership skills
• Revamped job description and interview process for channel specific candidates to ensure top talent is hired

Named a Regional Manager of the Year through ensuring exceptional customer experience and elevating talent and development which led to zero turnover of direct reports.

• Transformed team dynamics through strategic talent assessment and placement, creating high-performing leadership teams that leverage diverse expertise
• Networked and recruited top talent, developed and promoted internally while also utilizing professional connections to attract candidates who met corporate standards for success.
• Lead with inspiration and motivation, achieving year-over-year double digit comp increases.
• Linked behaviors to results and expected a high level of contribution from each store team by ensuring each leader understood responsibility to success of organization.
• Oversaw a multi-state region generating $25M+ in sales. Implemented an operationally sound foundation and efficiencies that ensured consistent customer satisfaction.

Managed newly created district (12 stores/5 markets/3 states) and leveraged individual strengths to unite team.

• Accelerated professional development through strategic stretch assignments, creating structured advancement pathways that optimize leadership readiness and transition success
• Committed to promote internally, creating shorter learning curve, maintaining investment in employee skills and knowledge, and helping with talent retention.
• Drove philanthropic excellence by cultivating team engagement in community initiatives, consistently surpassing organizational giving targets
• Breast Cancer Research Foundation (top 3); St. Jude's Research Hospital (top 5). Served as Regional Captain.
• Achieved year- over- year comp increases which aided in success of the organization

Managed 7 markets located throughout Missouri, Kansas, and Calgary, Canada. Analyzed sales, operations and staffing and provided appropriate recommendations. Trained Managers and Associates within 32 stores on product knowledge, customer service and visual merchandising.

• Communicated business status and opportunities to internal and external partners, creating consistent brand messaging.
• Created training for remote merchandisers by utilizing technology to maintain standard compliance.
• Built and leveraged trustworthy relationships with senior management, gaining support and approval for new and innovative business strategies.
• Developed secondary markets through constant communication and conference calls with account partners.
• Managed annual travel budget and identified strategic business solutions, decreasing expenses while increasing store visits.
• Onboarded Account Managers, ensuring alignment with business strategies and corporate objectives.
• Conducted seasonal training at regional sales meetings for major business partners allowing collaboration and ensuring brand consistency across all accounts.