Amanda Abbott Email and Phone Number
Amanda Abbott work email
- Valid
- Valid
- Valid
Amanda Abbott personal email
The "Swiss Army Knife" of Customer Success & Experience Executive - 20+ years leading every aspect of the customer lifecycle from pre-sales through renewal; specializing in driving value for my clients and their customers by optimizing the customer experience. Prolific user of data & advanced analytics to inform strategy and generate results. Repeated success across start-ups as well as billion dollar Fortune 500 companies, B2C and B2B, across a variety of industries.Value Optimizer | Enterprise LeaderI formulate a deep understanding of my customer’s experience with the ultimate goal of optimizing outcomes and driving value. By leveraging data and insights, I drive innovation & strategic improvements, influence the product roadmap, scale and optimize processes, understand and manage KPI, build collaborative cross-functional relationships, employ robust change management discipline, develop and coach large global teams, and am a highly regarded coach and mentor.My work history encompasses a deep breath and depth of experience and success: . Revenue generation . Value creation. Outcome optimization. Robust partnerships with sales and pre-sales teams. Thorough understanding & management of the customer lifecycle . Prolific use of data and advanced analytics. Creation & management of efficient and scalable operations. Customer acquisition & retention. Customer success management. Process optimization. P&L, KPI Management . Cross-Functional Team development and coaching, with over 100 direct reports across the globe. Customer support management, CSAT, NPS, and other metrics management. Creating efficient operations at scale . Strategic planning. Continuous process improvement. Program management. Change management. Client relationship management. Servant Leadership. Technology innovation deployment; AI, performance tools. Excellent interpersonal communication skillsCAREER HIGHLIGHTS. Drove a 30% reduction in operating costs thru mentor payment restructuring. . Realized 54% gain in efficiency with the implementation of AI in customer support.. Restructured and scaled organization to support a 230% revenue growth.. Generated $1B+ in operating cash flow through customer retention, cross-sell/ upsell programs driven by customer LTV analysis and "next best offer" predictive modeling.. Improved call-center performance and moved CSAT from 43% to 88%.
At The Helm Consulting
View- Employees:
- 3
-
Chief Navigation OfficerAt The Helm Consulting Feb 2023 - PresentPeachtree Corners, GaGenerating revenue, optimizing the customer experience and improving operations for start-ups and small to mid-sized firms poised to go to the next level.• Developed vertical marketing strategies - aligning product with market segments, created messaging and product enhancements for several different revenue channels. • Conducted industry research to understand market potential and built a business plan to leverage market opportunity. . Completed "As Is" assessment of current customer life-cycle experience then created the "To Be" road-map with 30, 60, 90 day plans and a 3 year road map to improve costs, generate revenue and establish sustainable financial health.• Created B2B long-sales cycle marketing plan; including nurture strategy, content, message timing, automated follow-ups.. Built training program for established business that is launching a new business unit focused on training and on-going skills certification for utility power line pilot industry.
-
Vice President, Global Customer Experience & OperationsUdacity Apr 2021 - Jan 2023Global$100M EdTech firm, where lifelong learners come to acquire the skills needed to land the jobs they want, to build the lives they deserve.. Transformed & scaled operations delivering optimized customer outcomes of 70% graduation rates & 77% career outcomes.. Drove 30% reduction in operating cost with mentor payment restructuring.. Generated a 50% reduction in cost by implementing AI in Customer Support.. Transformed the legacy operations resulting in a 640% increase in new program launches (100% on time).. Servant leader to 100+ global team encompassing 8 unique functions and 5 countries - responsible for the day to day operations of ~1M students per month. -
Director Customer Success & Growth MarketingSynchronoss Technologies Jun 2019 - Jan 2021$300M world leader in operator branded personal cloud and messaging (SaaS) service, supporting a global client base of Tier 1 & Tier 2 Telco firms. . Delivered $30M in direct cloud revenue through new customer acquisition & reinvigorating dormant users. . Generated a 20% increase in user engagement and a 20% reduction in churn by detailing the cloud customer lifecycle, implementing marketing campaigns targeting specific customer segments, employing a "test & learn" methodology to measure lift in a statistically valid manner.. Increased new customer acquisition by 25% through eduction and retraining programs across all customer-facing personnel including retail sales and the call center. -
Sr. Manager, Customer Success & Growth MarketingSynchronoss Technologies Mar 2017 - Jun 2019United States. Successfully migrated customer from "Freemium" model to "Premium" model- generating significant revenue by leveraging advanced analytics and predictive modeling. . Created predictive models for buy-up, renewal offer timing, usage behavioral segmentation, loyalty profiling and churn prediction. . Leveraged advanced analytics to implement customer journey communication templates - creating right message to right customer at the right time strategy. . Launched and owned in-app messaging functionality. Developed, implemented and measured consumer messaging strategies resulting in increasing engagement and retention across a global client base.
-
Vice President, Customer Success & OperationsEasycare Connect Sep 2013 - Jan 2017Norcross, GaTransformed and led the service and sales revenue generation division of a privately held administrator of automotive "Motor Trend Best Buy" reinsurance products.. P&L accountability for a 400+ client portfolio generating a minimum 11X ROI for our clients.. Transformed a $35M, 70 employee "order taking" division into a profitable sales operation.. Managed the day to day of all aspects of the operation including sales (inside & outside), strategic marketing campaign development, creative design, call center, CRM, mobile app and analytics and reporting team.. Reduced cost to serve by 30% by building a proprietary trigger based software engine that leveraged multiple data sources, employed analytics and modeling to generate insights and segmentation for revenue opportunities to their clients. Fully automated solution generated contact lists (direct mail, e-mail, call center, SMS) and produced a full-suite of results reporting.
-
Principal Customer Success ManagerSas Jun 2011 - Sep 2013Provided strategic and operational leadership in a customer success capacity to Fortune 500 clients in Telecom & Transportation industries for a $3.2B SaaS software provider of BI tools.. Cultivated a $6M pipeline and delivered $1.8M in service revenue.. Key team member responsible for transforming the team into the highest performing business unit in the services organization in terms of profitability and on-time delivery.. Recruited to rescue key accounts and remained on board at the client's request to complete a year-long project that was off-track.. Awarded “Golden Record” award in Q4 2011 for outstanding contribution to a key strategic sale, and gained company-wide “Distinguished” recognition for in 2012 for revenue and customer relationship excellence.. Served as the key contact and consultant for my customer base, leaning in to understand their business challenges and offering solutions to those complex business problems. -
Vice President, Customer Experience & OperationsNations Power Jan 2009 - Mar 2011A disruptive start-up in the deregulated energy market. First of its kind to leverage "smart meter" technology for "pay as you go" customer model. Launched the start up and ran it thru sale.. Employed an entrepreneurial mindset to create the full customer experience for a disruptive entry into the electricity market. Accountable for the full operational scope of the customer journey; from sales operations to onboarding, engagement and retention. Launched the start up and ran through successful sale.. Acquired 10,000 customers and generated $2.3M in revenue, in the first year. . Established multiple channels for payment (topping up) that improved cash conversion by 44% from the launch.. Improved the sign-up process increasing sales conversion rates to 64% from 52%.. Constructed all operational infrastructure, SOPs including fully-automated IVR, call center, and bi-lingual customer notification and payment system.
-
Managing Director Customer SuccessCatalyst Energy Nov 2007 - Nov 2008Start-up marketer of natural gas in Georgia. (Company closed in 11/2008.). Strengthened processes and training and forged a customer-focused cultured that resulted in a 200% growth of new customers, improved call center performance by 350% in the first 6 months and reduced billing errors by 65%.. Segmented and targeted slow/non-paying customers with outbound messaging that increased timely payment rates by 20%.. Created the B2B sales support and operations group focused on managing multi-family complexes, resulting in a 30% improvement in cost recovery. -
Director, Customer Support & Saves StrategyEarthlink May 2006 - Nov 2007Managed the customer retention program and general customer care, delivered insights through analytical modeling on most valuable customers for the nation’s largest internet provider. . Generated P&L success: $25M in incremental revenue by saving canceling customers & $11M in revenue through the sale of value-added products.. Saved $6M through a 15% reduction in cost of saves offers while simultaneously increasing saves rates.. Collaborated closely with sales, technical support, customer experience, and other departments to identify and remove friction points improving the customer experience, and serving as the voice of the customer.. Managed a global team of 1,000+ agents in both outsourced and company-owned call centers.. Proficient in driving vendor performance and managing call center KPI metrics (CSAT, ASA, AHT, FCR, NPS) -
Sr. Manager, Customer Lifecycle ManagementSprint Nextel 1999 - 2006Managed the customer lifecycle, focusing on churn reduction for a 30 million cellular subscriber base. Decreased churn by 54% (3.1% monthly to 1.4%) by managing a discipled data-driven proactive retention program, generating $1B+ in operating cash flow.. Leveraged advanced analytics, predictive modeling, LTV, segmentation to identify and proactively contact at-risk customers to provide solutions to their issues.
Amanda Abbott Skills
Amanda Abbott Education Details
-
Marketing, Management -
Marketing, Management
Frequently Asked Questions about Amanda Abbott
What company does Amanda Abbott work for?
Amanda Abbott works for At The Helm Consulting
What is Amanda Abbott's role at the current company?
Amanda Abbott's current role is CUSTOMER EXPERIENCE EXECUTIVE | Business Value Driver | Customer Experience Management | Operations Optimization | Data Driven Problem Solver | Global Team Leader | SaaS.
What is Amanda Abbott's email address?
Amanda Abbott's email address is ag****@****ast.net
What schools did Amanda Abbott attend?
Amanda Abbott attended University Of New Orleans, Loyola University New Orleans.
What are some of Amanda Abbott's interests?
Amanda Abbott has interest in Collecting Antiques, Exercise, Home Improvement, Reading, Gourmet Cooking, Sports, The Arts, Home Decoration, Cooking, Gardening.
What skills is Amanda Abbott known for?
Amanda Abbott has skills like Cross Functional Team Leadership, Strategy, Program Management, Analytics, Management, Leadership, Customer Experience, Outsourcing, Strategic Planning, Customer Retention, Telecommunications, Marketing.
Not the Amanda Abbott you were looking for?
-
Amanda Barcon
Greater Cleveland6elixirsolutions.com, envisionrx.com, gmail.com, envisionrx.com, jabil.com, envisionrxoptions.com -
2health-law.com, athenelaw.com1 619-744XXXXX
-
Amanda Abbott
Bringing The Luxury Of Bespoke Suits To Busy Execs | Competitively Priced, Made To Measure | Image Consultant, Tom JamesBaltimore, Md2gulls.salisbury.edu, tomjames.com
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial