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Doug Kaplan personal email
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I am an experienced professional with expertise in leading over 200 person organizations in post sales environments, introducing strategies, and executing data-driven initiatives to drive growth, customer experience and loyalty, scalable models, and building amazing cultures. Recognized for developing top-performing teams in customer loyalty and relationships in B:C and B:B:C environments, operations, and business development to exceed goals in hyper-growth SaaS start-ups and Fortune 500 companies. Strong relationship builder, cultivating partnerships with leaders at Fortune 50/500 companies.Career Highlights:- Built two successful service organizations from start-up to IPO (NYSE: LOCK) with revenues from $18mm-$480mm, and start-up to acquisition by a Fortune 500 company (NYSE: ALL) with revenues from $30mm-$180mm.- Drove "World Class" customer experience, consistently delivering a remarkable 91 Net Promoter Score (NPS) through strategic initiatives, building collaborative teams, innovative solutions, and an unwavering commitment to exceeding customer expectations.- Built strong relationships with leaders in Fortune 50/500 companies to drive customer satisfaction, retention, product adoption and expand revenue. - Achieving a remarkable 90% employee engagement rate and earning recognition from the American Business Awards, ICMI, and BBB Ethics Awards and established robust infrastructure fostering strong cultures in two start-ups.- Scaled businesses adeptly to support double-digit growth by implementing strategic automation and business process improvements.Transformed a $13 mm cost center into a profitable and sustainable center by generating revenue from a service organization.- Played a crucial role in initiating and building a Retention Task Force, successfully reducing customer churn from 25% to an impressive 15%.
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Senior Vice PresidentAllstate Identity Protection Jan 2020 - Dec 2023Scottsdale, Arizona, Us -
Vice President Of OperationsAllstate Identity Protection Jan 2016 - Jan 2020Scottsdale, Arizona, UsOversee Employee Protection Service Operations including Customer Care, Account Management and Implementation
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Director Of Customer CareAllstate Identity Protection Jan 2016 - Sep 2017Scottsdale, Arizona, UsInfoArmor acquired by Allstate
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Director Of Client SupportZenefits May 2015 - Oct 2015San Francisco, California, UsLed 7 Client Support Teams and 2 Carrier Resolution Teams in Arizona and San Francisco. Focused on building infrastructure to create a great client experience and drive product improvements to scale business -
Vice President OperationsLifelock Mar 2010 - Jan 2014Tempe, Arizona, UsSuccessfully developed and led several technical and diverse support teams including Customer Retention, Resolution, Alerts, Resource Planning, Sales and Operations. Additionally led 3 Outsourced Partners (180 employees) to drive performance and scalability. Created and led multiple strategic initiatives to enhance a strong customer experience, retention, revenue and profitability and operational excellence, collaborating within and across departments to ensure success. -
Director Of Customer ServicesLifelock Aug 2007 - Mar 2010Tempe, Arizona, UsSuccessfully led seventeen Member Service teams made up of over 200 agents and 17 managers, focused on providing a World Class member experience as a strategic differentiator, retention, profitability, scalability and culture. Collaborated with all company departments to ensure a great customer experience and teamwork. Created and led multiple strategic initiatives to drive results. Promoted to Vice President due to strong performance and leadership.
Doug Kaplan Skills
Doug Kaplan Education Details
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Uc Santa BarbaraLaw & Society
Frequently Asked Questions about Doug Kaplan
What is Doug Kaplan's role at the current company?
Doug Kaplan's current role is Senior Vice President Customer Experience (Customer Success).
What is Doug Kaplan's email address?
Doug Kaplan's email address is dk****@****mor.com
What is Doug Kaplan's direct phone number?
Doug Kaplan's direct phone number is +148030*****
What schools did Doug Kaplan attend?
Doug Kaplan attended Uc Santa Barbara.
What are some of Doug Kaplan's interests?
Doug Kaplan has interest in Animal Welfare.
What skills is Doug Kaplan known for?
Doug Kaplan has skills like Leadership, Management, Strategy, Team Building, Call Centers, Vendor Management, Start Ups, Process Improvement, Business Development, Customer Experience, Cross Functional Team Leadership, Business Process Improvement.
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