Susan Elias Areeckal

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.

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