Thomas Sturgis
Austin,TX
Summary
Experienced Director of Customer Experience with a proven track record in leading strategic initiatives that enhance customer satisfaction, retention, and loyalty. Adept at leveraging customer insights, market trends, and emerging technologies to drive innovation and improve the overall customer journey. Skilled in data-driven decision-making, translating customer experience metrics into actionable strategies that align with business objectives.
A dynamic leader with expertise in building and managing high-performing teams, fostering a customer-first culture across organizations. Strong background in cross-functional collaboration, working with senior leadership, marketing, product, and content management teams to streamline program rollouts and resolve customer pain points. Proficient in customer experience tools and policies, with a focus on continuous improvement, risk management, and operational excellence.
Overview
16
16
years of professional experience
Work History
Director of Customer Experience
SSC United
Austin, Texas
01.2009 - Current
- Designed and implemented comprehensive training programs for staff to enhance their skills in handling diverse customer needs.
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Collaborated with cross-functional teams to identify and address key areas of improvement in the customer journey.
- Conducted thorough analysis of customer feedback, identifying trends and opportunities for enhancement of services offered.
- Championed the use of CRM systems for better tracking and management of customer interactions across multiple touchpoints.
- Provided leadership for continual management and employee training initiatives
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores of 92%
- Managed database of materials and training guides for internal teams to use when implementing new technology
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities
- Oversaw the development of an online support portal, providing customers with easy access to resources and assistance when needed.
- Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores of 92%
Education
Bachelor of Arts - Mass Communication
Texas State University
San Marcos, TX2008
Skills
- Project & Staff Management
- Employee reviews
- Operations Oversight
- CRM Management
- Purchasing & Inventory management
- Coaching and mentoring
- Performance Analysis
- Strategic planning and execution
- Verbal and written communication
- Fanatical Customer Support
- Business planning
- Strategies and goals
- Operations management
- Contract Management
Timeline
Director of Customer Experience
SSC United
01.2009 - Current
Bachelor of Arts - Mass Communication
Texas State University
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