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Lead organizations producing competitively differentiating results in customer service, inbound sales, and operational excellence. Excel in transformative leadership, process improvement, call center management, strategy development and execution, ultimately driving revenue through customer loyalty. Experienced in both B2B and B2C environments. Enable and motivate employees to deliver an extraordinary customer experience.
Culligan Quench
View- Website:
- culliganquench.com
- Employees:
- 857
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Vp Customer CareCulligan QuenchFlower Mound, Tx, Us
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Vice President Customer Experience (Customer Service, Customer Care), North AmericaHoya Vision Care 2021 - 2024Lead 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.
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Sr. Director, Customer CareHoya Vision Care 2015 - 2021Led 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%
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Vp Customer OperationsCorporate Travel Management 2014 - 2014Led 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.
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Director Managed Services - Customer Service And OperationsTravelocity 2013 - 2014Executed 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.
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Director, Inbound Sales (Call Center)Travelocity 2010 - 2013Led 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
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Consultant, Inside Sales - Account ManagementTravelocity Aug 2010 - Dec 2010Developed model for and launched differentiated account management / inside sales team for hotel supplier relationship management organization that improved production by 16%
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Program Manager, Customer Experience StrategyTravelocity Jun 2009 - Aug 2010Led 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.
Karen Samuelson Skills
Karen Samuelson Education Details
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New Mexico State UniversityIndustrial Engineering
Frequently Asked Questions about Karen Samuelson
What company does Karen Samuelson work for?
Karen Samuelson works for Culligan Quench
What is Karen Samuelson's role at the current company?
Karen Samuelson's current role is VP Customer Care.
What is Karen Samuelson's email address?
Karen Samuelson's email address is ka****@****ity.com
What is Karen Samuelson's direct phone number?
Karen Samuelson's direct phone number is +146968*****
What schools did Karen Samuelson attend?
Karen Samuelson attended New Mexico State University.
What are some of Karen Samuelson's interests?
Karen Samuelson has interest in Health.
What skills is Karen Samuelson known for?
Karen Samuelson has skills like Leadership, Management, Strategy, Account Management, Process Improvement, Outsourcing, Call Centers, Customer Satisfaction, Sales, Customer Service, Contract Negotiation.
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