Fylicia Zezima Email & Phone Number

Portland, Oregon, United States

Vancouver, Washington, United States

Serves as Senior Manager responsible for developing and implementing overall support and technology channel strategy for the Customer Service Department. Focuses on balancing the accurate staffing levels for priority contact channels with a low-effort experience for customers, while managing cost and quality for the business. Oversees Customer Service team, Workforce Management, and Quality Assurance, helping develop processes, metrics, and performance standards for the department. Leads and mentors teams to be highly effective leaders and contributors in the company.- Leads team delivering frontline support, including both hardware and software support, to Bowflex and JRNY customers. - Implemented contact center technology software (Five9) through the height of COVID, leading the transformation of Customer Service to highly digitized customer care function supporting change in company strategy toward a software focus, supported by physical hardware. Established support infrastructure (people, process, and technology) for the Bowflex software offering, JRNY.- Drove Software Support efficiencies for JRNY platform leveraging automation, agent workflow processes, and self-service functionality within ticketing system. Ongoing benefits recognized through immediate support for members (growing to 20% of all interactions from 0%), SLA achievement, and reduction in effort for customers and internal team alike.- Introduced Customer Experience initiatives to drive customer ease, focusing on low-effort for customers, next-issue avoidance, and experience engineering; achieved Customer Effort Scores in high 80’s (industry-leading achievement). - Oversaw ~$10M budgets for headcount of up to 100 employees- Increased quality of both software and hardware product via proactive feedback loops, leveraging data to drive improvements throughout the business.

Vancouver, Wa

Provided leadership as the Manager of Customer Service, with responsibilities for leading and implementing strategy and execution for all support channels. Launched new support options in the Digital Communications channel, specifically live chat (including pre-sale and post-sale), social media, and review sites. Managed vendor relationships, driving accountability and performance with both technology partners and temporary employment sourcing partners. - Led transformation of Customer Service to highly digitized customer care function supporting change in company strategy toward a software focus, supported by physical hardware. Established support infrastructure (people, process, and technology) for the Bowflex software offering, JRNY- Delivered $70M in revenue for inside sales call center in 2019 alone- Gained Executive agreement for new 3-year Customer Support vision, evolving technology for enhanced customer support journey, increasing self-serve deflection options, and driving stronger customer data & insights- Developed framework & strategy for supporting new software product offering (JRNY) in a company with extensive history focused on physical hardware products; launched support model leveraging existing tools & resources

Vancouver, Washington, United States

Launched sales-focused Click-to-Chat team from the ground up and quickly expanded with high-level Executive buy-in and visibility. - Led the team in converting over $35M in online sales and driving ~$4M in incremental revenue - Strategically developed and leveraged metrics to drive results and accountability - Developed business case and presented to Executive Leadership for further investment to grow the program when initial contract had concluded. - Independently researched multiple vendors and managed implementation of new Click-to-Chat software technology - Scaled and expanded the program offering as results and demand within the channel grew