Director Of Customer Service
CurrentElevated our CSAT score of our core brand Focus V from 61.6% to 89.7% since assuming department leadership in August of 2023.Boosted the total number of Google Reviews for Focus V by 50%, and increased our Google Review score to 4.8 (700+ reviews). Reduced Focus V warranty distributions by 10% YoY by collaborating with our Head of Product Development to identify issues related to certain batches and device-specific issues of our CARTA 2 vaporizer, and helped coordinate improvements with our manufacturer. Implemented the first CS Department performance-based bonus structure in Focus V history, leading to stronger camaraderie and performance amongst direct reports. Work in tandem with Marketing to deliver unique community experiences for our core customers via social channels such as Instagram, Facebook, Discord, and Reddit, while managing the development and distribution of all CS-related content and resources.