Experience

Yumi

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Director of Customer Experience

  • Nov 2022 - Present

  Successfully managed an outsourced customer experience team, ensuring the delivery of high-quality customer service to 10,000+ customers on a daily basis Audited and maintained CRM (Kustomer), including an AI chatbot (Thankful.ai), to improve customer engagement, satisfaction levels, and self-service/deflection metrics Collaborated with internal stakeholders and external vendors to ensure seamless communication and efficient workflows, resulting in a 15% reduction in response times Conducted regular data analysis and reporting to track key performance metrics, identify trends, and provide actionable insights to senior management, resulting in improved decision-making and strategic planning Conducted regular team meetings to discuss performance, best practices, and areas for improvement, resulting in a more engaged and motivated team Implemented customer feedback mechanisms to capture insights and inform continuous improvement efforts, resulting in a 25% increase in positive customer feedback Led cross-functional projects to improve the customer experience, working closely with product, engineering, and marketing teams to ensure alignment and successful implementation. Show less



Points North Studio

• United States
• Graphic Design
• 1 - 100 Employee

• Customer Experience Consultant

  • Sep 2020 - Present



Calibrate

• United States
• Health, Wellness & Fitness
• 200 - 300 Employee

• Director of Member Experience Operations

  • Dec 2021 - May 2022

  Conducted time study to identify gaps in productivity and influence scalable staffing plan Developed plan for launch of telephony solutions provider, centralizing outbound calls and streamlining inbound calls with IVR. Introduced call center metrics to leadership and call center behavior to team Provided first glance into productivity metrics within kustomer CRM, identifying high and low performers and establishing baseline for KPIs Launched Escalation Squad, an initiative aimed at addressing issues of highly escalated members, 84% of members received same day resolution Managed CSAT survey and feedback including surfacing trends and insights Show less



Balanced

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Consultant - Customer Experience

  • Jul 2021 - Nov 2021



Elysium Health

• United States
• Biotechnology Research
• 1 - 100 Employee

• Director of Customer Experience

  • Sep 2019 - Mar 2020

  Restructured agent workflow and optimized processes leading to a 25% increase in productivity, in addition to a substantial decrease in department SLAs including first reply time and full resolution time Initiated launch of customer retention program aimed at targeting customers during lifecycle at point when they were most likely to cancel with personalized communication aiming to reduce churn Rebuilt company help center focusing on serving customers relevant and rich content so that ultimately they can self-service, thus reducing incoming inquiries Implemented LMS software to optimize agent onboarding, training and continued learning Structured team meetings to department, as well as 1:1s with individual agents to foster continuous feedback loop and open communication Transitioned entire team to working remotely in light of COVID-19 pandemic Show less



Pvolve

• United States
• Health, Wellness & Fitness
• 1 - 100 Employee

• Director of Customer Experience

  • Jan 2019 - Aug 2019

  Conducted discovery efforts into department to diagnose inept areas and formulated proposals for improvement. Established department KPIs and SLAs Audited and optimized efficiency of staff and implemented plan to adjust and scale team. Spearheaded recruitment efforts Built out reporting structure to provide key stake holders with high-level and actionable customer insight, including NPS and CSAT Formulated initiative to reduce cancellation churn and increase subscription revenue Show less



Flywheel Sports

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Sr. Manager, Customer Experience

  • Feb 2018 - Oct 2018

  Led customer experience initiative for new product launch, executing capacity planning and budgeting. Scaled and managed team, implemented organizational structureDrove 2X improvement of NPS by spearheading a team of agents to address critical delivery experience issueDeveloped telephony solutions and IVR for optimal workflow among teams, as well as AI to promote self-servicethus elevating productivity

• Customer Experience Manager

  • Oct 2015 - Feb 2018

  Ensured brand consistency within omni-channel business structure through multiple support channelsRedesigned agent processes and workflows leading to improved KPIs including maintaining a 96% CSAT and reduced first reply time from >24 hrs. to <4 hrs.Partnered across departments to deliver customer data and insights influencing direction of strategic initiatives



Manicube

• Consumer Services
• 1 - 100 Employee

• Customer Experience Manager

  • May 2014 - Oct 2015

  Formulated reputable customer experience program bettering department KPIs including NPS and CSAT Led the creation, implementation, and tracking of loyalty programs improving overall customer retention Formulated reputable customer experience program bettering department KPIs including NPS and CSAT Led the creation, implementation, and tracking of loyalty programs improving overall customer retention



Equinox

• United States
• Health, Wellness & Fitness
• 700 & Above Employee

• Member Advisor

  • Jan 2013 - May 2014

  Delivered an unparalleled customer experience and an integrated approach to fitness that inspired members to get results. Delivered an unparalleled customer experience and an integrated approach to fitness that inspired members to get results.



Cole Haan

• United States
• Retail
• 700 & Above Employee

• Sales Associate

  • Nov 2009 - Dec 2012

  Provided stellar customer service and consistently ranked among top 5% of sales associates nationwide Provided stellar customer service and consistently ranked among top 5% of sales associates nationwide



Food Bank For New York City

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Volunteer

  • Feb 2010 - Feb 2011

  Actively solicit donations from partners to support efforts. Assemble marketing and outreach materials. Actively solicit donations from partners to support efforts. Assemble marketing and outreach materials.



Crosby Marketing Communications

• United States
• Advertising Services
• 100 - 200 Employee

• Assistant Account Executive

  • Aug 2007 - Oct 2009

  Responsible for account project life cycle including budget preparation, creative rounds, production meetings and maintaining positive relationships with clients. Responsible for account project life cycle including budget preparation, creative rounds, production meetings and maintaining positive relationships with clients.



YMCA of the USA (National Resource Office)

• United States
• Non-profit Organizations
• 700 & Above Employee

• Public Relations Intern

  • May 2006 - Sep 2006

  Researched and developed stories, conducted interviews for newspaper press releases Researched and developed stories, conducted interviews for newspaper press releases