Sr. Manager, Customer Experience Present

Acme Venture Group, Oceanside, CA

Develop and implement comprehensive customer experience (CX) strategies to drive customer satisfaction, loyalty, and business growth.
Lead customer success initiatives to optimize client retention and foster growth, aligning strategies with evolving customer needs and expectations.
Identify and execute process improvement initiatives to enhance operational efficiency and elevate the customer experience.
Utilize AI tools to streamline workflows, enhance customer interactions, and improve data-driven decision-making capabilities.
Blueprint and optimize customer journey mapping to deliver seamless, consistent interactions across multiple touchpoints.
Collaborate cross-functionally to create customer-centric programs, driving a culture of customer excellence and continuous improvement.
Analyze customer feedback and leverage data insights to refine CX strategies, resulting in improved NPS (Net Promoter Score) and customer satisfaction metrics.

Sr. Manager, Client Services 2022 – 2024

Thermo Fisher Scientific, Carlsbad, CA

Directed and optimized the client services department, ensuring high-quality service delivery and satisfaction across a diverse portfolio.
Developed and implemented strategies to boost client engagement and retention, leading to a measurable increase in satisfaction scores.
Led teams of client service professionals, providing mentorship and development to drive success and meet organizational goals.
Oversaw client-centric strategies and solutions, tailored to meet specific needs and industry standards.
Collaborated with cross-functional teams to enhance customer journey mapping, onboarding, and post-sales support, improving the overall experience.
Analyzed client feedback and service metrics to identify improvements, implement corrective actions, and drive continuous enhancements.
Managed complex client relationships and resolved escalated issues, focusing on timely and effective solutions.
Championed new technologies and methodologies to streamline operations and improve efficiency within the department.

Manager, Customer Experience 2021 – 2022

Nuvve Holding Corporation, San Diego, CA

Directed the development and execution of customer experience initiatives, improving service delivery and enhancing satisfaction metrics.
Crafted and implemented strategies to boost customer interactions and engagement, leading to better retention and loyalty.
Managed cross-functional teams to streamline processes, resolve complex issues, and integrate customer feedback into service improvements.
Used data insights to monitor key performance indicators and implement changes based on performance trends and customer feedback.
Built and maintained strong client relationships, proactively addressing concerns to ensure high levels of satisfaction.
Developed and conducted training programs for staff to enhance skills in customer service, problem-solving, and communication.
Implemented systems for gathering and analyzing customer feedback, using insights to inform service improvements and strategic decisions.

Technical Support Manager 2020 – 2021

SmartDrive/Omnitracs, San Diego, CA

Elevated Customer Satisfaction (CSAT) scores by 25% within 6 months through strategic leadership, mentoring, and coaching.
Streamlined operational workflows and significantly improved productivity by implementing process improvements.
Efficiently managed CRM and Automated Call Distribution (ACD) queues, ensuring timely and effective resolution of customer issues.
Designed and delivered comprehensive training programs that enhanced team competency, resulting in improved performance.
Leveraged data analysis to identify performance trends, assess team effectiveness, and drive ongoing improvements in support operations.
Promoted a collaborative work environment, encouraging open communication and teamwork to resolve complex technical issues efficiently.

Technical Support Supervisor 2015 – 2020

Dexcom, Inc., San Diego, CA

Worked closely with regulatory and quality assurance teams to ensure strict adherence to FDA regulations and standards.
Developed and implemented strategies that enhanced team efficiency and service quality, contributing to overall operational excellence.
Introduced targeted training programs and performance evaluations that improved team skills and service delivery.
Established and led a high-performing technical support team, consistently achieving productivity, quality, and performance metrics.
Executed initiatives to automate the filtering of customer complaints, which led to a significant reduction in response times and a marked increase in team productivity.

Senior Client Services Consultant 2013 – 2015

South Coast Telecom, Vista, CA

Devised and executed Six Sigma Lean strategies to enhance and streamline customer service delivery processes, improving efficiency.
Delivered exceptional support for telecommunications contracts, which contributed to a notable reduction in overhead expenses.
Oversaw the decommissioning of redundant equipment, leading to annual cost savings of $200,000 by reducing maintenance expenses.
Developed and refined procedures to enhance service quality and increase client satisfaction, resulting in performance improvements.
Fostered strong client relationships through effective communication and problem-solving, ensuring high levels of satisfaction and loyalty.

** REFERENCES AVAILABLE UPON REQUEST **