Karen Samuelson Email & Phone Number

Flower Mound, Tx, Us

Lead the North America Customer Care organization with service teams based in the U.S. and Canada. Teams support multiple channels/lines of business, serving over 6,000 B2B customers (primarily Optometrists / Ophthalmologists). Deliver best in class customer service through the creation of transformative services, an intense focus on the fundamentals, and strategic KPI management. Initiatives driven from customer and field feedback and data analytics. Success measured through successful customer onboarding, customer satisfaction and retention, and employee development and loyalty.Best in class customer service based on independent industry survey.

Led multi-location Customer Care organization to deliver a competitively differentiating customer experience through strong, loyal, empowered teams. * Defined strategy for HOYA’s Customer Care model including a suite of breakthrough Partner Success services.* Created the customer care organization, from technology to KPIs to voice of the customer (VOC) process .* Increased agent productivity by 20% and reduced calls per transaction by more than 25%

Led the organization providing inbound sales and customer service support to corporate travel clients, addressing both B2B (account) and B2C (traveler) needs. Orchestrated an Operations renovation, developing a consistent customer experience, cost awareness, and profitability while improving the employee experience.

Executed the Inbound Sales and Customer Service transition when the business was sold to Expedia. Focused on minimizing customer impact and preserving the Travelocity quality of customer experience.

Led the 400 agent global sales organization responsible for $350 million in inbound, call center sales. • Results: - 110% top line growth and 95% growth in sales revenue - Conversion improvement of 240% while decreasing costs by 26% - Improved customer satisfaction by more than 22%• Model included both outsourced and captive teams, both onshore and international

Developed model for and launched differentiated account management / inside sales team for hotel supplier relationship management organization that improved production by 16%

Led Travelocity’s customer experience initiative defining strategy and establishing program responsive to customer preferences around shopping, spending and website interaction behaviors.• Initiatives drove 20% increase in conversion, 25% increase in purchase behavior, and 20% in loyalty.