Andrew Zaenglein Email & Phone Number

Novato, California, United States

San Rafael, Ca

At Caleres, dedicated to the Vionic brand, I played a key role in enhancing the customer experience and driving operational excellence:I spearheaded the scaling of Zendesk operations, progressing from entry-level to enterprise as the service program evolved. Crafting customer service communications, I ensured a consistent brand voice resonated across engagements and channels.To optimize eCommerce, I established a formal Voice of the Customer program, reducing friction and contributing to improved product ratings through impactful feedback analysis across categories and marketplaces.A hands-on approach extended to curating the Help Center's graphic design and taxonomy, enhancing self-service effectiveness with CSS editing. Guiding the team through system updates, I minimized service quality impact and bolstered employee performance.My commitment to continuous improvement was evident in the meticulous analysis and presentation of call center metrics, reports, and dashboards using Zendesk Explore. Additionally, I fostered an efficient and positive onboarding process for new hires through the creation and management of internal training content in Lessonly.Notable achievements include spearheading the transition to conversational, omnichannel customer service, achieving a remarkable 92.6% CSAT rating. By championing an emphasis on both customer and employee experience, I reduced median First Reply Time by 20.5%.I am honored to have received the Best Customer Service Award from Newsweek and Statista (2023) and the Vionic Values Growth Award (2020) from my esteemed peers.

San Rafael, Ca

During my tenure as Supervisor at Vionic, I played a pivotal role in elevating customer care and fostering team growth:I significantly enhanced customer retention by handling escalated support tickets with empathy and professionalism, ensuring optimal resolution and satisfaction.Contributing to the rapid and dynamic growth of the program, I successfully doubled the team's headcount, creating a robust foundation for enhanced service capabilities.Guidance and mentorship were integral components of my leadership style. Conducting regular 1:1 meetings and annual performance reviews, I ensured each team member received the support and development needed to excel in their roles.To establish industry-leading customer service, I implemented KPI metric standards and data-capture workflows, providing a structured framework for continuous improvement.Recognizing the importance of technological advancement, I streamlined support processes by transitioning the voice channel from analog to VOIP, improving communication efficiency and responsiveness.Always committed to minimizing customer effort, I proactively assessed and evolved customer service policies and processes, ensuring a seamless and user-friendly experience.My dedication to teamwork and excellence was acknowledged by my peers when I was honored with the Vionic Values Teamwork Award in 2017.

San Rafael, Ca

Berkeley, Ca