Summary
Overview
Work History
Education
Skills
References
Timeline
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Traci Lamm

Ocoee,FL

Summary

Dynamic Customer Experience professional with a unique blend of strategic vision and hands-on execution. Possesses the rare ability to integrate operations, customer support, and data analytics, driving exceptional customer outcomes. Demonstrated success in leveraging technology and fostering human connection to enhance overall CX initiatives. Seeking to further elevate customer engagement strategies in a forward-thinking organization.

Overview

22
22
years of professional experience

Work History

Senior Director of Customer Experience

Forbes Media
Jersey City, USA
04.2022 - Current
  • Responsible for resolving customer inquiries directly and in partnership with outsourced services, plus the development of operational requirements, processes, and technology to deliver key service outcomes as we scale and launch new products.
  • Lead inbound customer and prospective customer inquiries, plus oversee external partners, ensuring all customer inquiries are handled in an accurate and timely manner.
  • Develop a comprehensive upsell, cross-sell, and downsell program to save and increase revenue.
  • Manage, hire, train, and retain the team as we scale and launch new products.
  • Create procedures and policies for better handling of customer correspondence and customer complaints.
  • Develop strategies to increase the quality and efficiency of support for customers.
  • Monitor business and process metrics to measure and manage customer service effectiveness.
  • Maintain an in-depth working knowledge of the company's brands, systems, and processes.
  • Resolve payment inquiries and issues in collaboration with external partners and internal teams.
  • Create and maintain internal and external product and FAQ documents for each product and service.
  • Serve as the 'voice of the customer' when working with Forbes' marketing, product, and technology teams to provide product feedback, helping to inform product development and timelines.
  • Work closely with our business intelligence team to compile necessary analytics reports to help demonstrate ROI.
  • Deliver white glove experience and recommend process refinements necessary to accomplish the goal of providing a great customer experience
  • Produce weekly reports to internal and external partner teams.
  • Analyzed business performance data and forecasted business results for upper management.
  • Proposed or approved modifications to project plans.
  • Facilitated meetings between internal teams to ensure alignment on initiatives.
  • Oversaw strategic planning and implementation to ensure organizational goals were met.
  • Drove client satisfaction and improved support services to increase retention.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Monitored industry trends to identify opportunities for expansion and innovation.
  • Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.
  • Managed crisis situations to minimize impact on operations and reputation.
  • Established performance metrics and evaluated staff to promote continuous improvement.
  • Created policies and procedures to improve operational efficiencies within the organization.
  • Assessed current organizational systems and infrastructure, recommending changes as needed.
  • Led cross-functional teams to drive project completion within budget and deadlines.
  • Built relationships with external partners, vendors, and customers in order to foster collaboration.
  • Coordinated with stakeholders across multiple departments to develop innovative strategies for problem solving.
  • Analyzed data to inform decision-making and strategic direction.

Vice President of Customer Experience

Hygear Fit
Tel Aviv, USA
11.2021 - 04.2022
  • Responsible for the overall customer experience strategy for the support of customers from around the world, and in alignment with the needs of a rapidly growing business.
  • Lead all initiatives to rebuild and scale the customer support organization in a high-growth scenario to align with business operations and the overall growth strategy.
  • Design and implement the support model and standards to continuously improve the customer experience.
  • Develop a technology roadmap to deliver increased competitive advantage while driving efficiencies.
  • Anticipate future business changes and challenges, and proactively develop and implement new or revised plans to evolve the customer care experience.
  • Define, measure, and report key business metrics and service standards to senior management, and influence the organization to take appropriate action in response to customer needs.
  • Collaborate with the C-suite to develop long-term customer experience goals.
  • Manage the quality of service metrics to ensure a premium-quality customer experience.
  • Establish deep partnerships and cross-functional processes with key internal stakeholders, including Marketing, Finance, Product, Content, and Technology, to ensure seamless execution of service.
  • Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
  • Developed and executed strategic plans to support the vision of the organization.
  • Identified problems and implemented solutions to better streamline operations.
  • Oversaw corrective action plans to remedy structural, organizational and departmental issues.

Director of Support

MarketSpark
San Diego, USA
02.2021 - 02.2022
  • Responsible for crafting and executing the overall customer care strategy and the customer support team strategy in alignment with the needs of a rapidly growing business.
  • Lead all initiatives to build, launch, and scale the customer support organization in a high-growth scenario to align with business operations and the overall growth strategy.
  • Design and implement a service model and standards to continuously improve the customer experience.
  • Develop a technology roadmap to deliver increased competitive advantage while driving efficiencies.
  • Anticipate future business changes and challenges, and proactively develop and implement new or revised plans to evolve the customer care experience.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Consulted with customers to gather and define requirements.
  • Implemented company-wide policy changes and initiatives to improve support capabilities.
  • Ensured compliance with relevant laws, regulations related to data privacy and security.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Coordinated efforts with other departments to ensure that customers received timely responses to their inquiries or requests for help.
  • Conducted regular performance reviews and provided constructive feedback to team members.
  • Define, measure, and report key business metrics and service standards to senior management, and influence the organization to take appropriate action in response to customer needs.
  • Collaborate with the Chief Operations Officer and leadership to develop long-term customer care goals.
  • Manage the quality of service metrics to ensure a premium-quality customer experience.

Head of Support

QUIBI
Los Angeles, USA
10.2019 - 01.2021
  • Responsible for crafting and executing the overall customer care strategy and customer support team strategy in alignment with the needs of a rapidly growing business and 500,000 viewers.
  • Lead all initiatives to build, launch, and scale the customer support organization in a high-growth scenario to align with business operations and the overall growth strategy.
  • Design and implement a service model and standards to continuously improve viewer-focused communication.
  • Develop a technology roadmap to deliver increased competitive advantage while driving efficiencies.
  • Anticipate future business changes and challenges, and proactively develop and implement new or revised plans to evolve the customer care experience.
  • Define, measure, and report key business metrics and service standards to senior management, and influence the organization to take appropriate action in response to viewer needs.
  • Establish deep partnerships and cross-functional processes with key internal stakeholders, including Marketing, Finance, Product, Content, and Technology, to ensure seamless execution of service.
  • Collaborate with the Chief Product Officer and leadership to develop short- and long-term customer care goals.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked effectively in team environments to make the workplace more productive.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Worked with cross-functional teams to achieve goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained updated knowledge through continuing education and advanced training.
  • Manage the quality of service metrics to ensure a premium-quality customer experience.
  • Lead key customer support programs and initiatives, successfully establishing vendor partnerships with Zendesk, FCR, and Tymeshift.

Executive Director of Customer Experience

LITEGEAR
Burbank, USA
02.2019 - 10.2019
  • Led the delivery of customer experience by developing and driving an organization-wide vision through customer engagement and success, knowledge management, online community, and client relationship management.
  • Led a customer-centric cultural transformation through decision centralization and common approach clarification, driving operational efficiency across the customer lifecycle and the organization.
  • Drove positive customer experiences to create client value, satisfaction, retention, and growth, building on the voice of the customer feedback, along with qualitative and quantitative data.
  • Established a united platform and developed metrics to manage all B2C and B2B global customer relationships.
  • Influenced cross-company agreement on the greatest value and customer experience delivery in partnership with leaders, and drove customer accountability through cross-company data and metrics.
  • Ensured that customer and employee training programs were developed to maximize product satisfaction and revenues.

Vice President of Customer Support

FULLSCREEN
Playa Vista, USA
11.2015 - 02.2019
  • Established, built and directed team of Customer Service associates supporting dynamic and responsive customer support strategy while efficiently scaling support in high-growth scenarios
  • Designed and implemented service model and standards to continuously improve consumer communication
  • Spearheaded and drove support projects and new initiatives to develop insights & best practices shared team-wide
  • Collaborated with executive team members on major decisions regarding company-wide initiatives.
  • Executed on-time, under-budget project management to adhere to project road map.
  • Fostered collaboration and development of new practices by business leaders.
  • Developed and executed strategic plans to support the vision of the organization.
  • Hired, trained, and mentored staff members to maximize productivity.
  • Defined, measured and reported customer support standards and KPIs to track growth, progress & efficiency
  • Worked in collaboration and partnership with key internal stakeholders to ensure seamless execution of service
  • Identified and managed customer support vendors to achieve excellent levels of consumer contact and care

Director of Customer Services

VELOCIFY
Los Angeles, USA
01.2015 - 11.2015
  • Led customer support team with 20 employees for a rapidly growing enterprise delivering customer interactions across multiple channels
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Developed policies and procedures to ensure compliance with corporate standards.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Cultivated relationships with stakeholders to secure support and funding for key initiatives.
  • Identified opportunities for improvement in operational performance metrics.
  • Prepared presentations for board meetings summarizing key developments within the company.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Migrated IVR and case management systems from Genesys and NetSuite to Salesforce service cloud
  • Developed NPS Story and procedures to increase score from -10 to +15 and developed Client Health Score program
  • A cloud computing company providing cloud-based intelligent sales automation software for fast-paced sales environments

Director, Customer Care

M-GO
Burbank, USA
01.2012 - 01.2015
  • Responsible for development, buildout and scaling of customer care organization to support overall customer care strategy and operations in rapid high-growth business scenarios
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Implemented new technologies to streamline processes and enhance productivity.
  • Enhanced customer satisfaction through the development of service improvement initiatives.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Managed crisis situations to minimize impact on operations and reputation.
  • Analyzed data to inform decision-making and strategic direction.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Analyzed customer feedback data to identify trends in product performance or customer service issues.
  • Devised staffing structure, defined responsibilities and hired employees to build out call center from scratch, growing it to handle volume of 4 million customers
  • Organized, tested and implemented online support and call center technologies
  • Developed and managed SLA agreements for customers and vendors needing support
  • A streaming service rebranded as FandangoNow to watch movies and stream TV shows and movies online from Smart TVs, computer and portable devices

Manager, Customer Service

TECHNICOLOR
Burbank, USA
03.2003 - 01.2012
  • Led Customer Service organization while serving as primary contact for major studios and software companies
  • Delivered B2B sales and marketing support, maintained digital libraries, and investigated new program management options and software
  • A worldwide creative media and entertainment technology leader at the forefront of digital innovation
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Conducted research and reviewed findings to solve customer issues.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.

Education

Some College (No Degree) - Business Administration

Riverside City College
Riverside, CA

Skills

  • Thought leadership
  • Innovation leadership
  • Customer support in multiple languages
  • VIP customer support
  • Customer support expertise
  • CRM software proficiency
  • Account management expertise
  • Change management procedures
  • Change management
  • Change management leadership
  • Experience leading a team
  • Team building
  • Team recruitment
  • Scaling and measuring
  • Customer relations
  • Customer relationships management
  • Customer experience management
  • Customer loyalty programs
  • Customer success management
  • Know your customer procedures
  • Call center technology
  • Call center environments
  • Call center operations background
  • Call center software knowledge
  • Call center management
  • Customer retention strategies
  • Documentation
  • Customer feedback analysis
  • Cross-functional communication
  • Documentation skills
  • Policies implementation

References

References available upon request.

Timeline

Senior Director of Customer Experience

Forbes Media
04.2022 - Current

Vice President of Customer Experience

Hygear Fit
11.2021 - 04.2022

Director of Support

MarketSpark
02.2021 - 02.2022

Head of Support

QUIBI
10.2019 - 01.2021

Executive Director of Customer Experience

LITEGEAR
02.2019 - 10.2019

Vice President of Customer Support

FULLSCREEN
11.2015 - 02.2019

Director of Customer Services

VELOCIFY
01.2015 - 11.2015

Director, Customer Care

M-GO
01.2012 - 01.2015

Manager, Customer Service

TECHNICOLOR
03.2003 - 01.2012

Some College (No Degree) - Business Administration

Riverside City College

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Traci Lamm