Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tee Thongdyxay

Lewisville,TX

Summary

Seasoned Director of Customer Experience with proven track record in strategic planning, customer relationship management, and operational improvements. Strong focus on developing high-performing teams and implementing innovative solutions to enhance customer satisfaction levels. Demonstrated leadership skills coupled with ability to drive change and deliver results. Significant impact made in previous role by streamlining processes, enhancing team productivity, and improving overall customer experience.

Overview

12
12
years of professional experience

Work History

Director of Customer Experience

Mopro
Newport Beach, CA
03.2018 - Current
  • Spearheaded global customer success operations across U.S. and Philippines, leading retention, satisfaction, and issue resolution initiatives.
  • Owned customer feedback lifecycle including surveys, ticket data, and session replays; led analysis and insights using Zendesk, Google Suite, and internal tools.
  • Drove 25% improvement in churn rates and exceeded company targets for CSAT and renewals through actionable insights and workflow improvements.
  • Partnered with Product, Marketing, and IT to solve high-impact customer issues including service bugs, policy updates, and communication gaps.
  • Developed and expanded internal knowledge base and client-facing resources to support customers.
  • Led executive presentations of customer feedback and VOC insights to drive roadmap priorities and tool investments.
  • Supported escalation management and resolution for all priority 1 customer-impacting issues.

Retention Performance Lead

Mopro
Newport Beach, CA
10.2016 - 03.2018
  • Led U.S. retention team in strategic call reviews, coaching, and script optimization.
  • Designed and implemented a high-impact VIP support workflow to retain high-value clients.
  • Achieved record-setting KPIs for client saves and retention.

Account Manager

Mopro
Newport Beach, CA
03.2015 - 10.2016
  • Managed 100–150 accounts focused on online presence, SEO, and conversion-driven design.
  • Led the department in launched websites and maintained a low churn rate through proactive client engagement.

Account Executive

Biscom
Anaheim, CA
07.2013 - 03.2015
  • Managed accounts for Fortune 500 clients with consistent top-20 national ranking out of 300 reps.
  • Exceeded 110% of sales targets through relationship management and sourcing expertise.

Education

Bachelor of Arts - Communications

California State University, Fullerton
Fullerton
05-2009

Skills

  • Customer feedback analysis
  • Churn reduction strategies
  • Customer success operations
  • Data-driven insights
  • Cross-functional collaboration
  • Client retention strategies

Timeline

Director of Customer Experience

Mopro
03.2018 - Current

Retention Performance Lead

Mopro
10.2016 - 03.2018

Account Manager

Mopro
03.2015 - 10.2016

Account Executive

Biscom
07.2013 - 03.2015

Bachelor of Arts - Communications

California State University, Fullerton

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