MICHELE CROCKER

Chief Customer Officer at Cardiff Martech
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Contact Information
us****@****om
(386) 825-5501
Location
San Diego County, California, United States, US
Languages
  • English -

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Credentials

  • certified center of excellence-Purdue University
    Benchmark POrtal
    Jul, 2003
    - Oct, 2024

Experience

  • Cardiff Martech
    • United States
    • Business Consulting and Services
    • 1 - 100 Employee
    • Chief Customer Officer
      • Jan 2015 - Present

      Fixing Call and Contact Center operations by optimizing People, Processes and Technology. X-ray operations using our rapid assessment tool, develop "get well" plans and execute recovery road map. Recents results include: CSAT increase by 18%Labor Turnover reduction by 26%Operating Expenses decreased by 23%

  • SOCAP International
    • United States
    • Consumer Services
    • 1 - 100 Employee
    • SOCAP President Southwest Chapter
      • Dec 2015 - Jan 2019

      Responsible for ensuring the most effective training and networking opportunities are in place for our chapter members. Grow membership and continue to be the leading authority on helping organizations win on the customer experience.

  • Castleford Group
    • United Kingdom
    • Utilities
    • Chief Customer Officer
      • Jan 2012 - Jun 2016

      Leading consulting practice for contact center optimization, customer experience strategies and operational optimization.

  • Herbalife
    • Health, Wellness & Fitness
    • 700 & Above Employee
    • VP Global Call and Contact Center Operations
      • Jun 2007 - Sep 2011

    • VP Talent Management and Organizational Development
      • May 2005 - Jun 2007

    • VP North and South America Call Center
      • Sep 2001 - May 2005

  • DHL Express UK
    • United Kingdom
    • Transportation, Logistics, Supply Chain and Storage
    • 500 - 600 Employee
    • Director Call Center Operations
      • Jun 1999 - Oct 2001

      Responsible for optimizing call center operations for DHL Europe.

  • UPS
    • United States
    • Truck Transportation
    • 700 & Above Employee
    • Regional European Customer Service Call Center Manager
      • Jul 1995 - Jun 1999

      Responsible for leading the customer service experience within the Scandinavian Operations. Also gaining new accounts and optimizing their revenue potential,

  • British Airways
    • United Kingdom
    • Airlines and Aviation
    • 700 & Above Employee
    • Call Center Operations Manager
      • Dec 1992 - Jul 1995

      Managed inbound and outbound campaigns for passenger and cargo operations. Led telesales team to increase revenue. Train call center team to deliver the total customer experience. Implemented initiatives to lower cost per call and increase revenue per booking.

Education

  • Havard Business School
    Executive Leadership Program, Strategic Customer Service
    2009 -
  • Thames Valley University London
    Post graduate DMS, Business Administration
    -

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