Stephanie Bingham
Mooresville,NC
Summary
Dynamic operations professional with a proven track record of optimizing processes and driving efficiency in diverse environments. Expertise includes fostering team collaboration, strategic planning, and delivering measurable results while adapting to evolving needs. Demonstrated ability to lead cross-functional teams in project management, process improvement, and resource allocation, enhancing overall operational performance. As a customer experience leader, skilled in developing scalable support systems and automation frameworks that consistently improve CSAT, NPS, and brand reputation through data-driven initiatives and proactive engagement strategies.
Overview
9
9
years of professional experience
Work History
Customer Experience Strategy & Operations Manager
The Chicken Coop Company
Remote
04.2025 - Current
- Executed comprehensive redesign of customer experience operations, establishing KPI dashboards and reporting systems for improved performance monitoring.
- Created robust ticket tagging architecture and contact reason frameworks to support data-driven decision-making and reporting.
- Designed and implemented customer experience response protocols, including macros and tone guidelines, to streamline workflows and improve response times.
- Implemented automated workflows for customer journeys on Shopify, Aircall, and Gorgias to optimize efficiency and elevate customer satisfaction.
- Streamlined customer experience platform operations and vendor strategy, effectively cutting Gorgias spending by 50% without compromising service standards.
- Designed and launched automated system for acquiring customer reviews, significantly increasing volume within initial month.
- Analyzed customer feedback and implemented targeted strategies, resulting in a Trustpilot rating increase from 2.1 to 4.3.
Product Management Intern
Richpanel
Remote
12.2024 - 08.2025
- Designed and implemented AI-powered automation tools and self-service platforms to streamline customer interactions.
- Directed efforts in prompt design, tone modeling, and bot logic to optimize AI performance and maintain brand consistency.
- Collaborated on beta testing of reporting dashboards, driving workflow enhancements to improve client account management.
Customer Experience Strategy & Operations Manager
Ridge
Remote
02.2023 - 02.2025
- Orchestrated implementation of customer experience strategies, targeting increased retention rates, streamlined processes, and elevated satisfaction levels.
- Analyzed customer insights through extensive research, featuring a 450+ VIP outreach project that informed and shaped loyalty strategies.
- Designed and deployed self-service widget, achieving a remarkable increase in deflection from 1% to 78.38% and alleviating 61,350 inquiries for agents.
- Designed and refined CES, NPS, and CSAT surveys to elevate customer satisfaction and loyalty metrics.
- Developed and executed strategies for international customer experience expansion, focusing on translation workflows and comprehensive multilingual support.
- Created a centralized knowledge repository to facilitate efficient customer support and optimize agent performance.
- Designed and implemented 36+ pages of customer-facing CX policies, prioritizing clarity and consistency in support interactions.
- Engineered engaging quizzes to optimize customer interactions and drive revenue growth.
- Streamlined social media moderation processes through AI integration, achieving a 50% reduction in team size without compromising brand standards.
- Analyzed customer sentiment on social media platforms to optimize engagement strategies and improve campaign effectiveness.
Customer Experience Specialist
Ridge
Remote
04.2021 - 09.2021
- Developed detailed reports to enhance visibility of customer shipping challenges, supporting inventory management and revenue growth.
- Strengthened customer support framework by emphasizing empathetic interactions and proactive problem-solving strategies.
- Delivered exceptional email support to handle peak inquiry volumes, enhancing customer satisfaction and driving repeat business.
Customer Service Representative
The North Face Inc.
Remote
09.2020 - 02.2021
- Addressed and resolved disputes effectively in high-stress scenarios, upholding professionalism and promoting constructive dialogue.
- Analyzed customer inquiry documentation to pinpoint trends and propose actionable solutions for process enhancement.
- Facilitated knowledge exchange among team members to enhance service quality and consistency.
Waitress
Outback Steakhouse
Cary, NC
06.2019 - 02.2020
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Built strong rapport with patrons, fostering loyalty and repeat business
Office Assistant/Customer Service Associate
Foodlion
Mount Pleasant, NC
01.2017 - 12.2017
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
Education
Bachelor of Science (B.S.) - Business Administration & Data Analytics
Liberty University
Lynchburg, VA12.2024
Associate of Science (A.S.) -
Rowan Cabarrus Community College
Salisbury, NC12.2017
Skills
- Customer Experience Strategy & Implementation
- Customer Retention & Loyalty Programs
- Sentiment & Trend Monitoring
- Conflict Resolution & De-escalation
- Project & Process Management
- Workflow Automation & Optimization
- Documentation & Knowledge Base Management
- Data Analysis & Reporting
- Cross-Functional Collaboration
Accomplishments
- Increased self-service deflection from 1% to 78.38%, reducing agent workload by ~8K/month inquiries.
- Designed and launched customer quizzes, driving $90,846.90 in attributed revenue.
- Boosted NPS from 54 to 75 and CSAT from 79% to 92% by optimizing survey design and actioning insights.
- Conducted a VIP outreach project, interviewing 450+ high-value customers, leading to a 28-page report that shaped loyalty strategies.
- Spearheaded AI-driven social media moderation, reducing the moderation team size by 50% while maintaining brand integrity.
Timeline
Customer Experience Strategy & Operations Manager
The Chicken Coop Company
04.2025 - Current
Product Management Intern
Richpanel
12.2024 - 08.2025
Customer Experience Strategy & Operations Manager
Ridge
02.2023 - 02.2025
Customer Experience Specialist
Ridge
04.2021 - 09.2021
Customer Service Representative
The North Face Inc.
09.2020 - 02.2021
Waitress
Outback Steakhouse
06.2019 - 02.2020
Office Assistant/Customer Service Associate
Foodlion
01.2017 - 12.2017
Associate of Science (A.S.) -
Rowan Cabarrus Community College
Bachelor of Science (B.S.) - Business Administration & Data Analytics
Liberty University
Speaking Engagements
AI & Social Media Moderation Webinar (2024)
Led a presentation on AI-driven moderation strategies, covering real-life applications, impact on engagement, and next steps for optimizing social media presence.
Platform Experience
- Amazon Seller Central
- ChatGPT
- Clay
- Forethought
- Fulfil
- Google Sheets
- KnoCommerce
- Kustomer
- Loop
- Loom
- Meta Business Suite
- Notion
- Okendo
- OpenAI Playground
- PostHog
- Richpanel
- Scribe
- Shopify
- Shogun
- Slack
- Sprout Social