Summary
Overview
Work History
Education
Skills
Additional Skills
Timeline
Generic

Susan Elias Areeckal

Summary

Empathetic and agile leader accomplished in elevating client engagement and satisfaction by leveraging consumer insights, implementing strategic solutions, and fostering proactive, high-performing customer experience teams. A dedicated Voice Of The Customer advocate, skilled in leading and scaling global CX and operations teams to consistently deliver tailored, strategic, and positive customer experiences while driving strong client acquisition and retention. Proficient in managing enterprise-level initiatives within dynamic environments, successfully streamlining technology and communication pathways to enhance the customer journey. Demonstrated expertise in extracting and sharing data-driven analytical insights to inform company-wide decision-making. Passionate about customer success and committed to delivering exceptional experiences across all touchpoints, building lasting relationships, and driving brand growth.

Overview

8
8
years of professional experience

Work History

Director of Global Customer Experience Operations

Phillip Jeffries Ltd.
Fairfield, NJ
10.2020 - Current

Amplified the Voice of the Customer across established, industry-leading luxury design company. Key contributor in globalizing the Customer Experience division, fostering regional understanding and collaboration, while driving operational excellence.

  • Spearheaded the integration of CX teams across North America, UK/EU, and Asia Pacific, successfully restructuring the division to align with global business objectives.
  • Standardized systems and processes across all teams and channels, integrated multiple ERPs, led migration to an omni-channel platform, and updated organizational structure to ensure operational continuity and support redundancy.
  • Strategically balanced company goals with customer expectations, driving company-wide solutions that positively impacted supply chain, finance, logistics, sales, and IT.
  • Managed, mentored, and developed a team of 7 CX managers, expanding the department to include specialized teams in CX Operations, Customer Success, Resolutions, International, Sales Support, and Training.
  • Provided the C-suite with actionable insights and recommendations on business strategy and initiatives. Briefed executive leadership on project progress, status, and strategic direction, ensuring alignment with broader company goals.
  • Conducted thorough analyses to address system and program deficiencies, implementing robust internal controls to protect proprietary information and ensure compliance.
  • Worked closely with financial leadership to enhance fraud detection, streamline collections, and manage claims.
  • Directed the annual budgeting process, ensuring alignment with corporate objectives, and managed a $2.5 million P&L.
  • Achieved a 65% reduction in response times and significantly improved CSAT and ESAT within six months of hire. Maintained an NPS score of 80 or above.
  • Cultivated and maintained strategic relationships with internal departments, partners, vendors, and leadership, driving collaborative success.

Director of Client Experience

GLAMSQUAD Inc.
New York, NY
05.2016 - 03.2020

Client services expert at a VC-backed, on-demand beauty services start-up. Key team member in scaling the business to over 100k clients and expanding into a 360°, multi-channel beauty brand.

  • Built and led a high-touch cross-functional client support team of 50 employees, improving Client Experience CSAT by 11% in an 8 month timeframe
  • Provided consolidated client insights to company leaders, enabling key stakeholders to make informed and effective decisions
  • Responsible for all customer support operations, including workforce management and development, a $2mm P&L, and company-wide process and policy creation and revision
  • Worked closely with Product and Tech departments to determine prioritization, testing, and launch of new features
  • Ensured seamless intersection of client services with internal departments and the independent contractor community of 3,000 beauty professionals
  • Acted as a strategic planning partner to prepare for crucial initiatives such as the launch of the in-house product line, e-commerce site, company valuation, performance management tool selection, and service additions
  • Worked closely with Finance to handle chargebacks and minimize fraud
  • Led discovery, implementation, training, and integration of an outsourced remote support team to improve service levels and create redundancy, reducing client support costs by over 30%
  • Designed and maintained quality assurance process for both in house and remote teams
  • Implemented new CRM technology with migration from a legacy platform to Zendesk

Education

Medicine

University of Silesia
Katowice, Poland
05.2007

Skills

  • Cross Functional Leadership: Expert in guiding diverse stakeholders through successful, results-driven initiatives, delivering measurable outcomes
  • Data-Driven Operational Development: Skilled in crafting and implementing policies, procedures, and functionality that enhance organizational efficiency and effectiveness
  • Relationship Building in Complex Environments: Proficient in fostering positive relationships and collaboration in high-pressure, complex situations both internally and externally
  • User-Centric Decision Making: Expertise in making informed decisions grounded in a comprehensive understanding of the end-to-end user experience
  • Support Team Development: Proven success in developing and scaling in-house and remote CX teams to support rapid organizational growth
  • Customer Experience Infrastructure: Experienced in building robust CX team infrastructure focused on optimizing client success

Additional Skills

  • Microsoft: Office, Dynamics, PowerBI
  • Zendesk & Freshworks Helpdesk Platforms
  • Qualtrics & Delighted Consumer Insights Tools
  • Wrike & Asana Project Management Tools
  • Stripe
  • Quickbooks
  • Looker
  • Square
  • Shopify

Timeline

Director of Global Customer Experience Operations

Phillip Jeffries Ltd.
10.2020 - Current

Director of Client Experience

GLAMSQUAD Inc.
05.2016 - 03.2020

Medicine

University of Silesia
Susan Elias Areeckal