Melissa Eaton Email and Phone Number
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I am passionate about leading people focused on purposeful work. Finding elegant solutions to hard problems is what I love to do. Working on something that truly matters inspires me. Influencing the best in others is what brings me joy.Customer Experience Strategy and Innovation catalyst with 25+ years of leading, advocating for and championing the customer experience, maximizing customer insights to solve hard problems and to rally for impactful and intentional change. Deep expertise in maximizing top-line results and customer experience by leveraging digital and omni-channel experiences through technology, process optimization, and data analytics. Recognized and trusted leader cultivating relationships to grow customer loyalty and employee engagement.
We Fixed It, You'Re Welcome Podcast
View- Website:
- wefixeditpod.com
- Employees:
- 2
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Weekly Podcast Host | Strategic Advisor | Fractional ExecWe Fixed It, You'Re Welcome PodcastGolden, Co, Us
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Strategic Advisor | Podcaster | Fractional ExecWe Fixed It, You'Re Welcome Podcast Aug 2024 - Present▪ Fractional Executive Advisor: Partner with C-suite and executive leadership teams to drive business outcomes, navigate change, and solve complex challenges, delivering measurable results through strategic guidance and leadership.▪ Coach / Mentor / Network: Guided and mentored executives and teams, fostering leadership growth and accountability. Built and grew a women's professional in-person networking event, expanding participation from 2 to 125 attendees quarterly▪ Weekly Podcast Panelist / Contributor: Serve as the CX and operations expert on the weekly podcast "We Fixed It, You're Welcome," discussing business topics and sharing insights on best practices.
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Head Of Cx Benefits OperationsGusto Jan 2023 - Mar 2024San Francisco, California, Us▪Led strategic and operational initiatives, achieving record benefit fulfillment results and increasing productivity while managing a 20% YoY growth in new customers during EOY Open Enrollment volume spike.▪Delivered 12% resource reductions and kept budgets 10% under target, driving fiscal responsibility within the CX organization.▪Conducted compliance audits, mitigating risks and reducing customer concessions by over 50% YoY.▪Scaled talent and optimized flex resourcing strategies, increasing contractor and BPO utilization by 20%. ▪Strengthened team engagement and performance through clear OKRs, measurable KPIs, and actionable feedback loops. -
Vice President | Customer SuccessPie Insurance Dec 2018 - Dec 2022Denver, Colorado, Us▪Built and scaled all post-sales operations across customer support, customer success, audit, and claims. Expanded teams from zero to 150+ and built out tiered leadership.▪Built a dedicated Customer Success team, increasing customer renewals from 80% to over 88%, and implemented segmentation strategies to tailor communications and offers.▪Spearheaded the launch of self-service customer accounts, reducing live interactions and boosting CSAT to achieve a 100% YoY increase in CS Team productivity and performance.▪Founded and sponsored Pie’s inaugural Culture Ambassadors (ERG), developing company culture and earning recognition annually as Best Places to Work award winner. -
Vice President | Customer ExperienceEsurance Apr 2017 - Dec 2018San Francisco, Ca, Us▪Led the CX Digital Product organization, dedicated to delivering customer solutions through streamlined and guided digital-first experiences like the “DriveSense Mobile” telematics app.▪Led the Customer insights (VoC) analytics team and the UX research and design teams, driving the optimization of digital services including Chat, AI Virtual Assistance, new mobile app feature sets, and end-to-end customer journey mapping.▪Held P&L responsbility for the CX and CS organizations, including budgeting, reporting, and OKRs. -
Vice President | Client ServicesEsurance Apr 2015 - Apr 2017San Francisco, Ca, Us▪ Directed a service organization of 750+ employees across five centers, with over 70% operating remotely, ensuring seamless service delivery and operational excellence.▪Implemented initiatives to improve effortless customer experiences by transforming QA and CSR tools to reduce friction, driving a +13-point increase in NPS within one year. ▪Surpassed corporate OKRs for NPS and achieved the #1 ranking in California for customer satisfaction in the J.D. Power Auto Insurance Study for two consecutive years—a first for Esurance.
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Director | National Claims Call CenterMercury Insurance Sep 2007 - Mar 2015Brea, California, Us▪ Directed the national claims call center (200+ CSRs). Scope included customer care, billing, claims FNOL - first notice of loss reporting and business optimization.▪Developed and implemented the VoC (Voice of the Customer) strategy for Mercury focusing on customer effort and ease to implement NPS as a corporate measure of overall CSAT.▪Recorded highest one-year increase in JD Power standings for claims CSAT for any auto insurance carrier.
Melissa Eaton Skills
Melissa Eaton Education Details
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University Of Colorado BoulderInternational Affairs
Frequently Asked Questions about Melissa Eaton
What company does Melissa Eaton work for?
Melissa Eaton works for We Fixed It, You're Welcome Podcast
What is Melissa Eaton's role at the current company?
Melissa Eaton's current role is Weekly Podcast Host | Strategic Advisor | Fractional Exec.
What is Melissa Eaton's email address?
Melissa Eaton's email address is me****@****nce.com
What is Melissa Eaton's direct phone number?
Melissa Eaton's direct phone number is +121031*****
What schools did Melissa Eaton attend?
Melissa Eaton attended University Of Colorado Boulder.
What are some of Melissa Eaton's interests?
Melissa Eaton has interest in Football, Casinos, Exercise, Home Improvement, Reading, Sports, Watching Basketball, Fishing, Home Decoration, Watching Sports.
What skills is Melissa Eaton known for?
Melissa Eaton has skills like Leadership, Management, Vendor Management, Change Management, Process Improvement, Strategy, Leadership Development, Strategic Planning, Training, Call Centers, Customer Service, Crm.
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