Andy Balser Email & Phone Number

Accomplished customer-centric strategy development executive with success launching new customer experience organizations, as well as turning around underperforming entities. Transformational leader who creates, manages, and improves upon customer journey and experience map, with additional passion for development of true employee experience programs. Delivered hundreds of thousands in bottom-line impact by developing customer roadmaps, refining target customer markets, ideating successful concierge programs, and expanding service offerings.Select Career HighlightsVice President, Customer Service Operations | NETJETS* Conceptualized and deployed customer experience map in 6-month project that reduced costs 15% and improved customer satisfaction and NPS consistently year-over-year. Redesigned talent acquisition systems and processes, saving hundreds of thousands in hiring costs. Led and deployed company-wide service innovation plan resulting in increased internal efficiencies and improved customer loyalty metrics. Created Service Quality Department credited with improving customer satisfaction 25% in year one. Innovated new employee scorecard system that produced minimum of 40% improvement across every service quality metric.Vice President, Customer Experience and Product Manager | ARGUS International* Stood up company’s Customer Experience organization. Used advanced CX strategies to retain 75% of customer base following failed software product launch. Reduced operating costs by 10% by implementing multifaceted technology system and launched customer feedback and NPS programs that uncovered service gaps and improved by satisfaction 20%.Vice President, Service & Culture | NEXUS Flight Operations Services* Founding member of leadership team overseeing entire organization’s external service offerings and internal “People-First” service culture. Stood up Customer Experience organization for new global service offering. Developed, implemented, and managed company-wide processes and procedures, credited with producing customer satisfaction ratings that consistently exceeded 90%. Conceptualized and deployed customer journey map that reduced organization costs and improved NPS by 25%.Director, Operations Center | NETJETS Middle East* Stood up flight operations and service center which included Customer Service, Dispatch, Scheduling, and Support Services for new business with Saudi partner as one of two US expats based in Saudi Arabia.

Listed skills include Leadership, Aviation, Management, Operations Management, and 23 others.

• 

  Vice President, Supplier Relations

  Air Partner

  Columbus, Oh, Us