Chelsea Spraetz Email & Phone Number

Kirkland, Wa, Us

Greater Seattle Area

Seattle, Washington, United States

Lead and support customer experience (CX) and contact center strategy projects for organizations spanning across varying industries and sizes. Past project work has involved:- Spearheading the design and execution of comprehensive research plans utilizing mixed-methodology approaches (qualitative & quantitative), resulting in actionable insights that inform customer experience (CX) transformation strategies.- Developing customer journey maps, personas, service blueprints, and experience prototypes to drive deeper customer understanding and more effective and efficient improvement plans. - Presenting research findings and strategic recommendations to executive-level stakeholders.- Serving as a staff augmentation resource, providing temporary CX expertise and accelerating progress towards CX goals.- Thrives in ambiguous project environments, skillfully navigating stakeholder needs and aligning CX program development with their long-term vision.

Account Management o Manage a portfolio of client programs; valued at $1.4 million annual revenueo Develop in-depth knowledge of client industries, organization structures, and product content to drive relevant, value-added transactions throughout the life of the contracto Evaluate gaps in client programs and problem-solve for solutions when the ideal state is unavailable; pitch suggestions to stakeholders and influence final decisiono 100% client retention; including renewal of two high-risk accounts equating to $2.7mil in lifetime contract valueo Consistently track and communicate project progress to key stakeholders both internally and externallyo Assist with growth and additional penetration of client sales (7% expansion YTD)Insight Development o Establish a client research agenda, coordinate research efforts, and develop storytelling presentations that make sense of complex datasetso Deliver presentations in-person to C-level employees; up to 4 on-site deliverables per year ranging from audience attendance of 4-35 Talent Development o Manage direct reports daily, including setting priorities and providing ongoing feedback

Kansas City, Missouri Area

Manage customer feedback programs for a variety of clients across multiple industries (restaurant, grocery, and retail). Act as the primary contact for client requests and own all contract deliverables including ongoing program support, developing insight presentations, and monitoring project financials. Key responsibilities include:- Champion client programs and oversee changes end to end while managing client expectations and timelines. - Establish a research agenda for clients and coordinate development efforts with SMG’s Research Team to analyze data and develop actionable insights related to operational opportunities, initiative/training impacts, and marketing strategy.- Deliver insights presentations to client executives to the cadence of 6-8+ presentations annually. - Work closely and in conjunction with sales to accomplish client account sales projections.

Greater Memphis Area

Data Management & Analysiso Manage data warehouse integrity; data validation, organization, reporting, troubleshootingo Prepare reports, statistical analysis, graphs and slide presentations for business development o Develop and distribute weekly reviews for processes, productivity, and compliance targets o Transform data summaries into infographics/visual contentProgram Coordinator for LINKo Oversee 7 major accounts with annual revenues of $12 milliono Create compelling multi-channel content to promote brand awareness and conversionso Monitor business activities of major VMI competitors, identify and analyze their strategies o Consult customers on strategic purchasing decisions and long-term optimization goalso Upsell product substitutions and push priority for customer orderso Perform monthly/quarterly reviews and benchmark with non-participating customersProject Manager; Distribution Center Relocationso Assisted in relocation of three distribution center sites across the USo Collaborated on SKU profiling, installation, and labeling of the new rackingo Led teams of 6-12 individuals to label over 160,000 sq feet of racking bayso Worked with lead contractor to identify and resolve racking installation errors

Tutor to students enrolled in Introduction to Supply Chain Management in the KU School of Business. Conduct office hours on a weekly basis and assist in grading assignments, homework, and exams. Constantly recruiting students to undertake or add a Supply Chain Major.