Morgan Glenn work email
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Morgan Glenn personal email
As an Operations Executive with deep roots in process improvement and customer engagement, I am passionate about driving organizational growth through strategic innovation and an unwavering focus on customer satisfaction. Certified as a Lean Sensei, I utilize my expertise to develop high-performing teams and streamline operations, ensuring that every process optimally supports business objectives. My entrepreneurial mindset and leadership across various sectors enable me to adapt swiftly, align stakeholders, and foster environments where both customer and team potential are fully realized.Throughout my career, I've had the privilege of leading transformative projects that have significantly improved customer satisfaction ratings and operational efficiencies. Whether it's enhancing client engagement in the financial sector or leading tech-driven customer success initiatives, I approach each challenge with a strategic vision and a commitment to excellence. Key achievements include:✅ Engineered a CSAT improvement strategy that escalated scores from 76% to 90%, decreasing first response times from 15 minutes to under 2 minutes, through rigorous SOP development, communication training, and cross-departmental collaboration with engineering and product teams, enhancing customer support satisfaction and team efficiency✅ Drove sales conversion rates from 20% to 86%, through the implementation of robust training, mentorship, and process improvement initiatives, resulting in enhanced customer retention and empowered support agents with increased confidence in selling and upselling due to effective leadership in talent engagement and development✅ Enhanced client engagement, managing relationships with high-net-worth clients with assets over $5 million, through personalized service and strategic relationship management, fueling a 27% YOY increase in managed assets while expanding the client referral base✅ Implemented cutting-edge technologies and leveraged data analytics to streamline operations, achieving a 15% reduction in shrinkage by eradicating process inefficiencies and enhancing operational efficiencyConnect with me if you'd like to network together.
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Head Of Customer ExperienceShelfcycleUnited States
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Vice President Of Customer SuccessZenledger Mar 2024 - PresentChadds Ford, Pa, Us· Strategically transformed and set the vision for the Customer Success department, managing a $1MM budget and leading a 9-member team across 5 time zones while reporting directly to the CEO, shifting the organizational culture from siloed to collaborative with a focus on customer-centricity and standardized processes· Implemented AI technology to revolutionize customer service, achieving faster response times and greater efficiency through automation and natural language processing, resulting in increased customer satisfaction and loyalty· Leveraged MySQL to enhance customer service decision-making, analyzing extensive datasets for insights that inform service optimization and address customer needs, driving continuous improvement and elevated customer experiences· Engineered a CSAT improvement strategy that escalated scores from 76% to 90%, decreasing first response times from 15 minutes to under 2 minutes, through rigorous SOP development, communication training, and cross-departmental collaboration with engineering and product teams, enhancing customer support satisfaction and team efficiency -
Director Of Customer SuccessZenledger Dec 2021 - PresentChadds Ford, Pa, Us· Spearheaded a transformative NPS campaign, elevating scores 15 points in 6 months by partnering with Marketing and Engineering, optimizing API triggers, and revamping customer engagement strategies, rapidly enhancing customer experience and satisfaction while significantly exceeding board expectations· Reduced customer service attrition to zero in 2023, a marked improvement from an average 3-month attrition rate in 2019 by cultivating a strong team culture through personalized goal setting, 1:1 mentorship, and scenario-based recruitment, stabilizing team composition and fostering individual and team professional growth· Revitalized subscription and renewal processes, generating $140K in gross revenue by optimizing outsourcing model and improving support call systems, gaining an additional $50K revenue from support calls due to strategic revenue generation and process optimization· Orchestrated a strategic refund policy overhaul, reducing the policy from 1 year to 30 days and implementing a download-based condition, directly contributing to a 10% churn reduction and enhancing customer lifetime value within a 90-day initiative· Implemented AirCall, a cloud-based call management solution, allowing for enhanced transparency into call reporting and quality assurance metrics, improving team efficiency and customer support accessibility, leading to a significant enhancement in operational response times and customer satisfaction· Drove sales conversion rates from 20% to 86%, through the implementation of robust training, mentorship, and process improvement initiatives, resulting in enhanced customer retention and empowered support agents with increased confidence in selling and upselling due to effective leadership in talent engagement and development· Negotiated with software partners amidst economic challenges, achieving significant cost reductions while maintaining operational efficiency, demonstrating adeptness in negotiations and expense management
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Chief Operating OfficerPearl Planning Aug 2018 - Aug 2021Dexter, Michigan, Us· Co-founded and developed a boutique financial planning firm, elevating assets under management (AUM) to the hundreds of millions through groundbreaking strategies and a robust client service framework, specializing in portfolio optimization and wealth management for a diverse client base across the nation· Directed the firm's operations, including human resources, accounting, and CRM technology, leveraging Redtail for enhanced client management, establishing robust operational systems and training protocols that underpinned scalable growth and operational excellence· Enhanced client engagement, managing relationships with high-net-worth clients with assets over $5 million, through personalized service and strategic relationship management, fueling a 27% YOY increase in managed assets while expanding the client referral base· Drove organizational performance and service excellence by recruiting, hiring, training, and leading a team of 5 employees and 1 contractor, implementing rigorous goal-setting, and aligning projects with strategic objectives, implementing comprehensive training on software and processes, including QuickBooks and trading platforms· Innovated client reporting and portfolio management by developing and analyzing dashboard data, delivering tailored financial reports and actionable insights that informed decision-making and enriched client financial strategies· Elevated operational efficiencies and employee engagement by championing process improvements and implementing a CRM system with custom workflows, enhancing productivity and fostering continuous improvement· Revised the employee handbook to align with the firm's values, mission, and culture, ensuring a unified brand experience while spearheading community engagement through strategic initiatives, including launching a podcast, enhancing social media presence, managing email marketing, and actively participating in local events to drive brand visibility -
PresidentGlenn Farm Seeds Aug 2017 - Aug 2018· Elevated to a pivotal leadership role, modernizing operations and spearheading business development and marketing strategies for a global production facility, implementing significant technological advancements and enhanced customer documentation practices· Implemented cutting-edge technologies and leveraged data analytics to streamline operations, achieving a 15% reduction in shrinkage by eradicating process inefficiencies and enhancing operational efficiency· Led a comprehensive operational assessment, identifying strategic improvement opportunities that resulted in workforce optimization, quality enhancements, and significant gains in organizational effectiveness· Initiated a dynamic brand revitalization campaign, targeting a broader demographic through website redesign, storytelling, and active engagement at industry conferences, significantly boosting brand visibility, lead generation, and new customer acquisitions
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Vice PresidentGlenn Farm Seeds Mar 2014 - Jun 2017• Achieves a continually increasing level of leadership and responsibility for the business development initiatives, operations, and marketing agendas of a swiftly growing, full-service, wholesale contract production facility servicing both a domestic and international scope of clientele.• Skyrocketed sales 38% by turning around account performance and customer relationships.Assesses operations and identifies opportunities for corrective actions, quality improvements, and business process re-engineering, resulting in workforce optimization and organizational effectiveness.• Eliminated inefficiencies resulting in the minimization of company shrinkage 15% in previous production year.• Spearheaded a brand “refresh” campaign to target new and more expansive demographic resulting in heightened brand awareness, lead generation, and customer acquisition.• Developed and presented a new company website with optimized content conveying the evolution and story of enterprise. Succeeds in attracting a prolific number of unique visitors.• Coaches, mentors, trains, and supervises staff with an emphasis on upward mobility, increased leadership responsibility, and the consistent delivery of world-class customer service. Develops and enforces an employee hierarchy while also stressing cross-functional and collaborative teamwork.
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Marketing Consultant (Healthcare)Abcm Corporation Sep 2012 - Mar 2014Hampton, Iowa, Us· Led a dynamic team of 10 in marketing, sales, and business development, directly enhancing service delivery across 31 skilled nursing facilities, 24 living communities, and 13 therapy centers, significantly improving care and operations· Spearheaded long-range growth strategies and developed a comprehensive problem-solving resource toolbox, delivering hands-on CRM training to 75 team members, fostering strong partnerships and enhancing customer relations in healthcare settings· Championed the rollout and adoption of cutting-edge CRM and EHR technologies, significantly improving data utilization and patient care across facilities, serving as the primary resource for implementation and ongoing support· Cultivated a culture of trust and accountability within diverse teams by demonstrating transparent leadership, owning up to mistakes, and actively engaging in operational tasks, setting a high standard for performance and collaboration· Drove facility occupancy and revenue growth through strategic marketing, networking events, conferences, and referral-based strategies, enhancing community outreach and optimizing portfolio performance for improved brand visibility, stakeholder engagement, and ROI· Established a caregiver support group in collaboration with the Alzheimer's Association, offering invaluable support to families of dementia patients, strengthening community ties and enhancing facility reputation· Demonstrated executive leadership by organizing an annual community health fair, promoting organizational values, and increasing public interest and engagement, further solidifying the organization's positive image and client enrollment -
Marketing CoordinatorAbcm Corporation Nov 2010 - Sep 2012Hampton, Iowa, Us• Administered marketing support for two nursing facilities catering to two different populations of clientele. Manifested individualized and innovative marketing plans to boost occupancy and fortify outreach initiatives.• Captured cost savings by diminishing the utilization of non-effective promotional materials. Promoted industry-related networking, conference participation, and word-of-mouth advertising.• Garnered praise and recognition for launching the first-ever Alzheimer’s and dementia-related illness support group for caregivers, resulting in six customer prospects within the first quarter.• Initiated, coordinated, and directed an annual community health fair to restore a positive image of the organization and to promote interest, engagement, and enrollment of new and existing clients.
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Operations ManagerJ.Crew May 2009 - Nov 2010• Achieved a promotion due to an exemplary work ethic, performance excellence, and by demonstrating a strong leadership acumen. Cross-trained teams to promote operational efficiency, collaborative teamwork, and optimal workforce productivity.• Emphasized the preeminence of top-tier customer service to heighten client satisfaction, retention, referrals, and repeat business. Drove teams to create a memorable and outstanding guest experience.• Architected complex staff schedules to ensure efficient and seamless operations. Maintained workforce coverage for high traffic days and holiday sales events in accordance to sales trends.• Overhauled computer system and implemented new protocols for vacation days. Eliminated redundancies, inefficiencies, and employee scheduling conflicts.• Conducted comprehensive training on efficient front POS operations and implemented practices to cultivate a seamless and expedient flow of customers.
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Client SpecialistJ.Crew 2006 - 2009• Attained a promotion from a Sales Associate due to passion for superior customer service, rapport building, and client relationship management attributes.• Surpassed sales quotas, provided individualized service, followed-up on calls, and rolled out private store events for overall revenue growth.• Accomplished company objectives and year-over-year revenue growth by educating team on a consultative sales methodology.
Morgan Glenn Skills
Morgan Glenn Education Details
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Iowa State UniversityMinor In Environmental Studies & Apparel Merchandising
Frequently Asked Questions about Morgan Glenn
What company does Morgan Glenn work for?
Morgan Glenn works for Shelfcycle
What is Morgan Glenn's role at the current company?
Morgan Glenn's current role is Head of Customer Experience.
What is Morgan Glenn's email address?
Morgan Glenn's email address is mo****@****dger.io
What schools did Morgan Glenn attend?
Morgan Glenn attended Iowa State University.
What skills is Morgan Glenn known for?
Morgan Glenn has skills like Public Speaking, Marketing, Social Media, Research, Marketing Strategy, Sales, Event Planning, Public Relations, Powerpoint, Social Media Marketing, Marketing Communications, Data Management.
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