Hi, I’m
S. Charles Lee
Miramar,FL
Summary
Experienced customer experience director with a strong background in leveraging AI and data analytics to drive customer satisfaction and business growth. Skilled in developing and implementing effective customer journey strategies, leading cross-functional teams, and optimizing operational processes to enhance the overall customer experience. Proven ability to drive loyalty programs and manage large-scale operations, aligning business objectives with customer needs.
Overview
25
years of professional experience
Work History
Pair Eyewear
SR. DIRECTOR, HEAD OF CUSTOMER EXPERIENCE
07.2023 - 01.2025
Job overview
- Head of CX: Led CX strategy for SaaS platforms, enhancing user satisfaction and loyalty
- Voice of the Customer: Implemented VOC programs to boost brand engagement and product adoption
- AI-Powered Solutions Leadership: Drove AI tool integration to optimize support and efficiency
- Transformative Team Leadership: Managed global teams to deliver innovative CX solutions, fostering collaboration and teamwork
- SaaS-Centric Impact: Developed strategies improving the SaaS customer journey, meeting evolving market needs
Arteza, Inc.
SR. DIRECTOR, CUSTOMER EXPERIENCE
07.2020 - 07.2023
Job overview
- Champion of World-Class Service: Refined processes to elevate customer success outcomes, delivering exceptional service quality
- Voice of the Customer Strategist: Directed initiatives to enhance VOC metrics, leveraging insights to align service delivery with customer expectations and business goals
- High-Performing Team Leadership: Led a multidisciplinary team of customer service professionals, social media experts, and business intelligence specialists to achieve operational excellence and strategic objectives
- Service Innovation & Quality: Fostered a culture of continuous improvement, implementing strategies that strengthened customer relationships and optimized service experiences at scale
Chewy Inc.
SITE DIRECTOR
12.2018 - 07.2020
Job overview
- Strategic Leadership of Large-Scale Operations: Directed a 500+ FTE pharmacy customer service center, overseeing all aspects of P&L management and operational performance
- Customer Experience Excellence: Developed and executed CX strategies focused on enhancing client satisfaction, loyalty, and retention within a highly competitive healthcare market
- Innovation in Healthcare Solutions: Spearheaded the launch of cutting-edge pet pharmacy offerings, driving significant revenue growth and elevating service delivery standards
- Performance Optimization: Delivered measurable improvements in operational efficiency and customer outcomes through data-driven decision-making and a commitment to service excellence
CIOX Health
DIRECTOR OF CONTACT CENTERS
07.2017 - 10.2018
ProHealth Pharmacy Solutions
DIRECTOR OF OPERATIONS & CLIENT EXPERIENCE
02.2015 - 05.2017
C3I Solutions
REGIONAL DIRECTOR OF ACCOUNT SERVICES & OPERATIONS
10.2013 - 01.2015
Walgreens
REGIONAL MANAGER OF OPERATIONS
08.2008 - 04.2013
Express Scripts
SR. MANAGER OF CALL CENTER OPERATIONS
10.2004 - 04.2008
Education
EVANGELICAL THEOLOGICAL SEMINARY
Doctor of Ministry & Divinity
01.2012
UNIVERSITY OF PHOENIX
Doctor of Business Administration
01.2009
UNIVERSITY OF PHOENIX
Master of Business Administration
01.2007
UNIVERSITY OF PHOENIX
Bachelor of Business Administration
01.2004
FLORIDA A&M UNIVERSITY
General Studies
04.2002
Skills
- AI Integration
- Customer Loyalty Programs
- Cross Functional Leadership
- Digital Support & Management
- Contact Center Management
- Workforce Management
- Training/Quality Management
- Data Analysis
- SaaS Platform Management
Timeline
SR. DIRECTOR, HEAD OF CUSTOMER EXPERIENCE
Pair Eyewear
07.2023 - 01.2025
SR. DIRECTOR, CUSTOMER EXPERIENCE
Arteza, Inc.
07.2020 - 07.2023
SITE DIRECTOR
Chewy Inc.
12.2018 - 07.2020
DIRECTOR OF CONTACT CENTERS
CIOX Health
07.2017 - 10.2018
DIRECTOR OF OPERATIONS & CLIENT EXPERIENCE
ProHealth Pharmacy Solutions
02.2015 - 05.2017
REGIONAL DIRECTOR OF ACCOUNT SERVICES & OPERATIONS
C3I Solutions
10.2013 - 01.2015
REGIONAL MANAGER OF OPERATIONS
Walgreens
08.2008 - 04.2013
SR. MANAGER OF CALL CENTER OPERATIONS
Express Scripts
10.2004 - 04.2008
EVANGELICAL THEOLOGICAL SEMINARY
Doctor of Ministry & Divinity
UNIVERSITY OF PHOENIX
Doctor of Business Administration
UNIVERSITY OF PHOENIX
Master of Business Administration
UNIVERSITY OF PHOENIX
Bachelor of Business Administration
FLORIDA A&M UNIVERSITY
General Studies
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