Melissa Eaton Email & Phone Number

Golden, Co, Us

▪ 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.

San 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.

Denver, 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.‬

San 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.

San 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.‬‭

Brea, 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.