Carolina Rodriguez: Senior Director Customer Experience and Operations in Carlsbad, CA

Directed B2B and B2C sales and service operations teams, created customer service strategy, and designed policies. • Developed a high-performing team of +40 to achieve customer experience and operational excellence. • Managed all aspects of customer service strategies, initiatives, objectives, and policies. • Controlled department forecasting and budgeting in alignment with company strategy. • Introduced new consumer technology for relevant and modern shopping experiences. • Championed continuous improvement of customer experiences. • Managed Global Service Center teams to achieve a 92% repair rate and 10-day lead time. • Transformed NA retail stores to offer custom bar experiences, accounting for 60% of store sales. • Implemented right size plan to reduce headcount from 40 to 12 people across three teams and executed exit plans for physical retail stores. • Established remote teams to achieve uninterrupted customer experiences by implementing cloud-based tools like Zoom, Slack, SharePoint, and Natterbox telephony.

Orchestrated sales operations, retail, customer service, and repair teams to achieve financial targets, deliver exceptional customer experiences, and generate brand loyalty. • Developed a high-performing team of +30 to do their best work in a fun and nurturing environment. • Designed and implemented Salesforce Service Cloud (CRM) for global regions. • Created and managed a customer loyalty program. • Managed developer team to design and create a custom repair service and returns platform. • Sourced and implemented a global customer survey tool, resulting in a 40% response rate and 82 NPS. • Led project team to build and launch HQ company store.

Advanced overall quality and continuous improvement of sales operations and customer service. • Developed a high-performing team of 14 to elevate internal and external customer experiences. • Designed and introduced retail planning and EDI trade, increasing overall profit by 30%. • Established a Vendor Compliance process, reducing chargebacks by 90%. • Created global retail operations guidelines to ensure customer and employee safety. • Trained global teams in regional offices as company extracted from parent company. • Launched Paris and London stores. • Created quarterly Salesforce outbound call campaigns to engage with tail wholesale accounts.

Established, developed, and motivated a dynamic multi-channel customer support team to achieve financial objectives and deliver exceptional customer experiences. • Developed a high-performing team of 8 to provide outstanding wholesale and end customer service. • Managed business planning and strategy to reach sales channel growth goals. • Designed call center architecture and sourced technical resources. • Authored company policies, site content, SOPs, and customer-facing communication. • Created allocation process for North America and EMEA achieving order fill rates of +98%. • Introduced customer service metrics.