Jade A. Email and Phone Number

As the Head of Customer Experience at DEINDE, I orchestrated the foundational build-out of the CX/CS framework in anticipation of the brand's launch, laying the groundwork for all customer-centric operations. Currently, I manage and oversee the CS team and all customer interactions and experiences, ensuring excellence and innovation in service delivery while leveraging data-driven insights to drive strategic initiatives and enhance brand loyalty.

- Managed and rapidly scaled the 24/7 call center by over 700% within a year, from 9 onshore agents to a comprehensive workforce of 160+ multilayered team members, including onshore and two offshore BPO teams, across core CS areas (social media, phone, chat, email, QA, L&D).- Conducted regular performance reviews and one-on-one coaching sessions to foster professional growth and drive operational excellence.- Led strategic initiatives like OKR's, customer delight programs, customer journey mapping, workflow optimization and VOC analysis, improving customer retention from 26% to 32%.- Oversaw and drove the team to consistently meet all contact center KPIs, managing comprehensive reporting and data analysis using advanced Excel skills to create dashboards and uncover insights to inform strategic decisions.- Leveraged AI to enhance customer interactions and optimize retention, utilizing AI-driven solutions to improve conversations, customer journeys, agent workflows, response times, and overall customer satisfaction.

- Managed daily contact center operations and strategic scaling of CS and sales teams across two brands, driving a 400% revenue increase within a year through KPI management and retention initiatives. Directly managed multiple multi-layer onshore and offshore BPO teams with indirect reports.- Led day-to-day management of customer interactions across multiple channels (voice, email, chat), optimizing response times, product sales, retention and enhancing customer experience. Oversaw and drove team performance resulting in improved service quality and a 25% increase in team efficiency.- Utilized deep data analysis to drive operational improvements, achieving a 4.8 CSAT rating and excelling in key customer support retention and sales KPI metrics.

- Pioneered the development of the QA department, scaling to support 150 CS & sales agents with a focus on empathetic customer engagement during career transitions, which contributed to increasing annual engaged revenue from $170M to $192M.- Elevated conversion rates from 57% to 63% over five years by implementing strategic initiatives and optimizing engagement processes.- Oversaw a comprehensive coaching and development program, managing a team of analysts to provide ongoing professional growth and support for all team members.- Spearheaded the successful integration of an Omnichannel CRM (Five9), transforming communication infrastructure and significantly enhancing team efficiency and service quality.- Crafted and executed a robust performance management system that established new standards and accountability measures, leading to measurable improvements in service delivery and team performance.- Chaired cross-functional collaboration, ensuring alignment of operational initiatives with company-wide strategic goals, fostering a culture of continuous improvement and revenue growth.

- Developed customer service and sales operations as the first hire at a dynamic startup, expanding the team tenfold and establishing scalable processes that propelled a 600% revenue increase, reduced churn and achieved operational excellence.- Instrumental in securing and expanding a key national partnership with Coldwell Banker, catapulting daily shoot volumes from 2-3 to 150-200 and driving significant market penetration.- Architected and executed the operational framework for rapid scaling, supporting successful market launches in 11 locations, including major US cities and international expansions, fueling robust company growth.- Led customer segmentation strategies and personalized engagement for diverse client types, optimizing retention and reducing churn across SaaS and service offerings, significantly contributing to monthly revenue growth from $15,000 to $100,000.- Fostered a high-performance culture within onshore and offshore BPO sales and customer service teams, navigating high pressure situations with top-tier real estate professionals, ensuring immediate needs met with unparalleled service standards.- Played a pivotal role in fundraising and strategic decision-making, directly contributing to the company's growth trajectory and leaving a lasting legacy of success through continued equity involvement.

Started my career working in dental offices, the first 2 years as a receptionist moving up to an office manager and eventually training other managers as we opened new offices. Additional information regarding my dental office experience available upon request.