Summary
Overview
Work History
Education
Skills
Timeline
Generic

Theresa Mazzola

St Louis,MO

Summary

Professional in customer success management, skilled in driving client engagement and satisfaction. Expertise in building and leading collaborative teams, with strong focus on achieving measurable results. Adaptable and reliable, with proficiency in customer relationship management, strategic planning, and conflict resolution. Known for effective communication, problem-solving, and fostering positive client experiences.

Overview

10
10
years of professional experience

Work History

Director of Customer Success & Product Engagement

InfoPlus Commerce WMS
09.2021 - Current
  • Responsible for developing long-term strategy, vision, and priorities for the Customer Experience; focused on driving product adoption, positive customer experience, and sustainable growth through customer retention.
  • Recruits and manages a high-performing team of Managers, Customer Service Agents, Onboarding/Product Training specialists, and Professional Services engineers to ensure the highest possible quality of service. Three (3) direct reports and six (6) indirect reports.
  • Serves on the Leadership Team to implement the company's strategic Customer Success initiatives across multiple teams, including but not limited to Marketing, Sales, Engineering/Development, Partnerships, and Integrations. This has allowed the organization to move into profitability for the first time (2025).
  • Addresses escalated client issues promptly and effectively to retain accounts and foster stronger relationships. This has resulted in a higher NPS score, lower churn rates, and improved internal processes and products. Overall customer satisfaction scores have risen from 38% (2020) to 86% (YTD) - this score represents customer satisfaction with the onboarding and support experience and the overall satisfaction with the software itself.
  • Created and maintains a Professional Services team to provide customized solutions and increase revenue by adding 739 billable hours since inception (September 2024).
  • Focuses on creating a consultative arm in Onboarding to create opportunities for new and long-term clients that result in added revenue and higher retention, and has brought in $29,500 of surplus revenue for the company since inception (March 2025).
  • Continuously improving customer service offerings, rolling out a new chat feature in 2023. Customer satisfaction via Chat has been at 97% in 2023 and 2024, and a whopping 100% for the year thus far.
  • Direct stakeholder management, focusing on VIP and high MRR clients and how they impact the product roadmap and overall company strategy. Champions product adoption of new and existing features such as returns, alternate picking, eHub shipping, Insights, 3PL Billing, smart filtering, and Fulfillment.
  • Created and manages a customer workflow for custom software integrations and works with 3rd-party development teams to deliver scoped solutions on time and under budget.
  • Serves as the voice of the customer at all levels of the organization, providing empathy, practicing radical responsibility, learning through curiosity, and serving with integrity.

Product Owner & Customer Service Manager

InfoPlus Commerce WMS
01.2021 - 03.2022
  • Built and maintained a robust product roadmap and backlog for a small development team and spearheaded the use of the Productboard software to track incoming requests.
  • Created a Stakeholder Collective with VIPs to solicit feedback on product functionality, thus allowing for a more strategic approach to the product vision.
  • Worked with all levels of the organization, especially including Leadership, Support, Development, and Onboarding, Junior/Senior Engineering, and technical contractors to ensure that all voices were heard and all objections noted.
  • Developed user stories and acceptance criteria for all stories pushed to the development team for the first time.
  • Served as the first Product Owner on record for a small tech startup and began to serve on the Leadership Team in July 2021 after previous Leadership Team exodus.
  • Created processes, established accountability and drumbeats, and attained certification in Agile Product Ownership (June 2021).
  • Continued work as Customer Service Manager until promoting a replacement from within (Sept. 2021).

Customer Service Manager

InfoPlus Commerce WMS
02.2020 - 09.2021
  • Created and built a customer service department from one agent to five (5) with T1, T2, and T3 escalation processes and service standards.
  • Developed internal and external documentation to meet customer needs and created a true support process for the company for the first time.
  • Served as a point of escalation for all customer-related matters, company-wide.
  • Reduced number of customers churning due to lack of/insufficient support (76% of customer churn in 2019 was due to lack/insufficient support. This number went down to 42% by the end of 2020 and has continued to drop annually to 9% as of EOY 2024).
  • Created a strong team of dedicated professionals to handle a variety of customer issues, including but not limited to Shipping, Billing, Inventory, Shopping Carts, Orders, Fulfillment, and Receiving.
  • Worked extensively with the following technologies: Hubspot, Freshdesk, Loggly, InfoPlus WMS, Shopify, EasyPost, FedEx, DHL, USPS, UPS, Shipstation, WooCommerce, Magento, Big Commerce, Channel Advisor (now Rithum), Jira, 90.io, Pinpoint, Google Sheets/Excel, Miro, Asana, Canva, and more.
  • Established SLAs, internal employee training, and escalation procedures for the first time in the company's history.
  • Championed the move from Freshdesk CRM to Hubspot CRM by setting expectations with customers and staff, working towards firm timelines, and communicating early and often with all parties.

Senior Manager, Customer Service

Girl Scouts of Eastern Missouri
09.2017 - 02.2020
  • Responsible for the oversight of six (6) Customer Service professionals to deliver exceptional service to internal staff and external customers.
  • Serves as primary staff liaison for Salesforce CRM and is responsible for the highest level of data maintenance within the organization; works directly with Girl Scouts of the USA (GSUSA) to exceed organization standards and ensure data quality for upcoming planned technology transition implementation.
  • Project Plan Management and implementation through Strategic Initiative Committee designed to create and implement a culture of Customer Service excellence across the organization.
  • Works with all levels of the organization to offer assistance with customer service, database and CRM requests, Camp and Program Invoicing, Product Program expertise, and Membership processing.
  • Responsible for delegation, coaching, hiring and termination of diverse, passionate team of individuals with different strengths. This includes but is not limited to setting goals, creating and upholding department standards, and internal career advancement.
  • Excels at projects which require attention to detail, accuracy and speed, and working under high-stress deadlines. Demonstrates critical thinking through leadership on numerous Council initiatives and projects, including Troop Round Up (two annual events of over 4000 attendees) and Resident Camp Cookie Coupons (allows thousands of girls to attend Resident Camp annually). Results include increased usage of camp properties in accordance with Council Strategic Plan.
  • Overhauled existing processes to improve efficiency and customer experience, including scholarship for camp and events, membership tracking system, balance invoicing, and internal case/phone metric review. Effect on the organization has been higher ratings on customer feedback surveys, increased communication between departments, and a general sense of organization and control.
  • Serves as the Customer Service expert within the organization and conducts inter-departmental customer service audits to craft individualized plans to improve customer service. This has resulted in an increased Net Promoter Score.
  • Promoted to management position after just over two years in organization; promoted three times within four years.

Placement Coordinator

Girl Scouts of Eastern Missouri
05.2017 - 09.2017
  • Responsible for expertise with new CEI Salesforce System within the Membership Department, especially involving recruitment of members, technical support, and training colleagues.
  • Served on the Salesforce Implementation team, which led to increased understanding of new software system (Salesforce) and the ability to help others gain experience and knowledge.
  • Through experience on Implementation team, demonstrated strength in detail data prep, with %99.98 rate of “clean data,” which allowed for a seamless transition to a new software system.
  • Created playbook for new position created due to Salesforce transition, which included developing a plan of work, goals, and performance metrics to gauge success.
  • Specialized in Inside Sales to turn leads into members and recruit adult volunteers.

Volunteer Support Coordinator

Girl Scouts of Eastern Missouri
05.2016 - 05.2017
  • Responsible for serving as the support and service arm of GSEM while in the field for parents, girls, and volunteers.
  • Had a vast working knowledge of everything related to troop and volunteer support, as well as surface knowledge of every department within GSEM.
  • Wide-ranging skills required, including customer service, conflict resolution, and time management.

Customer Service Representative

Girl Scouts of Eastern Missouri
06.2015 - 05.2016
  • Responsible for demonstrating exemplary customer service to all parents, Troop Leaders, Volunteers, and community members who contacted the Girl Scouts Answer Center.
  • Responsibilities included entering Girl and Adult memberships into the Personify system, working in Data Analyzer and InfoScout to pull reports for volunteers and council employees, and providing technical assistance with eBudde software for Cookie program.
  • Assisted callers/email requests with eBiz software, online registration, camp questions, as well as general inquiries about any and all GS activities.

Education

Bachelors of Fine Arts - Theatre Arts

Stephens College, School of Performing Arts
Columbia, MO
05.2006

Skills

  • Client advocacy
  • Relationship building
  • Team leadership
  • Data-driven decision making
  • Excellent communication
  • Recruitment and hiring
  • Strategic planning

Timeline

Director of Customer Success & Product Engagement

InfoPlus Commerce WMS
09.2021 - Current

Product Owner & Customer Service Manager

InfoPlus Commerce WMS
01.2021 - 03.2022

Customer Service Manager

InfoPlus Commerce WMS
02.2020 - 09.2021

Senior Manager, Customer Service

Girl Scouts of Eastern Missouri
09.2017 - 02.2020

Placement Coordinator

Girl Scouts of Eastern Missouri
05.2017 - 09.2017

Volunteer Support Coordinator

Girl Scouts of Eastern Missouri
05.2016 - 05.2017

Customer Service Representative

Girl Scouts of Eastern Missouri
06.2015 - 05.2016

Bachelors of Fine Arts - Theatre Arts

Stephens College, School of Performing Arts

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