Rachel Swerdloff Email and Phone Number
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Dynamic, goal-driven entrepreneurial spirit with 15 years of experience building and leading customer success, sales, and customer service teams in startups and large global corporations. Proven track record developing engaging training, retention, and loyalty programs for internal and external stakeholders. Experience with AI for product innovation, adoption, and predictive analytics. SaaS enterprise operations/sales and service executive who has helped launch and scale several start-ups in the seed stage to global corporations in various industries ranging from financial services, health and wellness, hospitality, and retail. Defining and scaling new GTM revenue streams.With 20 + years of overall corporate experience: - Streamlining Operations and Customer Experience with a proven track record of achieving high profitability - Defining and Exceeding KPIs from growth to scale - AI experience since 2014 - SaaS growth and retention programs - Leadership development workshops - Call Center and Customer Service Operations. - Experience utilizing adult learning concepts, state-of-the-art training techniques, and proven management principles - Knowledge of Learning Management Systems, e-learning applications, and internet-based support tools - Innovation with communication channels to help drive engagement using email, phone, live chat, texting, etc., typically managing stealth teams or new product launches, testing, and iterating. - Establishing high NPS and CSAT scores - Integrating VOC programs - Significantly Reducing contact rates - Building CRM systems to improve retention - Finding and Establishing Strategic Partnerships to create customer-centric solutions that drive customer acquisition - An accomplished, passionate people leaderSpecialties: Budget Responsibility, LMS, CMS, CRM, Customer Service, Business Development, Vendor Relations, Marketing, Operational Streamlining, Merchandising, Quality Control, Team Leadership, Recruiting Top Talent, Policy Development and Mentoring-----------A Few Credits: grateful for all the opportunities I have had to help raise funds and bring people together through the arts: - Ambassador in Harlem NY: Received a Golden Seal for community building through arts and entertainment - Opened for Shalimar's Howard Hewitt at the Public Library in New Rochelle, NY, to help raise funds for music and arts programs in neighboring schools. - Performed several years in a row at Johnny Rocks Tuckahoe Christmas Celebration event, WKTU 103.5FM
Total Brain, A Sondermind Company
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Senior Leader, Head Of Customer SuccessTotal Brain, A Sondermind Company May 2021 - PresentSan Francisco, Ca, UsResponsible for- Leading the Customer Success division - Strategic management and mentorship of our full global book of business, which consists of large enterprise clients and firms with complex integrations, to medium and small scalable enterprise clients - providing health and wellness resources for employer groups, payers, consultants, and brokers.- Consistently exceeding performance guarantees and program outcomes that drive 98% retention rates, securing multi-year contracts. - Developed an enhanced ROI calculator for financial outcomes - Dotted line advisor for clinicians and hospital networks. - Leading content creation of engagement and loyalty programs. - Leading training and development workshops - Delivering client's ROI by improving employee productivity and reducing high-stress claims. - Leading mental health brain performance education seminars, distilling the neuroscience of the platform into practical day-to-day applications for true behavior change. - Consulting C-suite staff with cutting-edge techniques for peak performance and supporting a culture of confidence and compassion. - Defining new go-to-market strategies that expand our current offering with people, processes, and technology to support our clients and create excellence in our user experience.
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Co-FounderTrinity House Entertainment Inc. Aug 2017 - PresentNew York, UsTrinity House Entertainment Inc. was formed to be a path to God's glory through motivational and inspirational musicGo to: www.trinityhouseentertainmentinc.com to check out the latest and get a jolt of positivity! -
Senior Vice President, Head Of Strategic Partnerships + Customer ExperienceMend Together X Cancer Nov 2019 - May 2021New York, Ny, Us -
Vice President, Strategic Partnerships + Client Services + Feature IdeasMend Together X Cancer Jun 2018 - Nov 2019New York, Ny, UsResponsible for - Strategic Partnerships, Client Services, and Product Innovation. Establishing National relationships with Not-for-Profits, Hospital Networks, well-known Brands, Payers, and Healthcare Practitioners. - Leading feature set requirements, product roadmaps, and customer journeys for innovative functionality in a startup environment. - Leveraged AI for proactive communications and predictive analytics. - Helped to launch one of the first recovery registries in the health industry. - Developed B2B2C digital marketing strategies to reduce stress and increase positive outcomes for Cancer Patients, their Loved ones, and Caregivers while also helping the needs of our Partners.
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Director Of Client Experience - Launch ExpertTrade Coffee Feb 2018 - May 2018New York, Ny, Us10th employee: Helped to launch the company with the founders and early concept team. - Led a team of customer experience professionals- Developed and executed a customer experience launch strategy that consisted of; - recruiting, hiring, and training a customer experience team for the launch - defining the initial company policies: shipping, returns, refunds, and escalations with customers and our vendor partners - preparing all communication processes, technology and workflows for email, live chat, phone and text - developing a company wide learning and development program with post launch initiatives for growth and innovation to enhance both the employee and customer experience, focusing on retention and concierge services -
Director Of National Concierge Services, Sales And Operations At The Knot, A Division Of Xo GroupXo Group Inc. Dec 2014 - Feb 2018New York, New York, Us-Launched a new sales, customer success and support division nationwide to over 25 million monthly members on The Knot.com.- Hired, trained, and managed a team of 80+ individuals; 40+ Sales Professionals and 40+ Customer Success and service event professionals. - Managed a separate AI stealth team of 10 individuals, building a new AI chatbot for event management.- Focused on operations, systems, sales, services, retention, conversion rates- Created KPIs and Commission structures for both teams- Developed a strategy for a personalized recommendation engine- Provided customer feedback to create an online booking feature- Implemented two CRM tools- Created a strategy for Consultations: phone, video and in person, Email, Live Chat, AI chat bots, and texting platforms -
Operating Vice President / Director Of Customer Experience And OperationsAmerican Express Jan 2014 - Dec 2014New York, Ny, UsLed cross-functional initiatives for company-wide process improvements, increasing revenue and decreasing costs using customer analytics and insights while continuing to improve the quality of customer interactions. -
Director, E-Commerce Customer ExperienceAmerican Express Jan 2013 - Jan 2014New York, Ny, Us- Led a team of 25+ customer experience individuals with dotted line advisory of an additional five logistics specialists.- Responsible for improving the perceived quality of customer interactions, leveraging emerging technologies to create the digital experiences of the future, and leading enterprisewide customer experience transformations. - Responsible for justifying, prioritizing, and building multichannel service strategies, to define how to serve empowered customers across a rapidly evolving set of touchpoints. - Responsible for capturing, managing, analyzing, and applying customer knowledge and insights. employing customer data, servicing automation technology, and customer analytics to improve performance of both employee and customer satisfaction - Innovative leader with a record of achievement to influence, motivate, mentor, develop and retain highly focused employees and teams dedicated to achieving ambitious goals.
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Manager, E-Commerce Customer ExperienceAmerican Express Sep 2011 - Jan 2013New York, Ny, Us
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Manager; Strategic Planning Group, New Business VenturesAmerican Express Mar 2011 - Oct 2011New York, Ny, Us
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Client Account Manager; Strategic Planning Group, Business DevelopmentAmerican Express Oct 2010 - Mar 2011New York, Ny, Us
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Ambassador Of Music, Arts And EntertainmentEthiopian Orthodox Coptic Church Of North And South America 2004 - 2012I've worked closely over the years to help bring awareness to this legendary Museum through art, music and entertainment. My first experience was mind blowing back in 2004 and it only gets better with each passing year.The Lion Of Judah Museum teaches scripture through powerful artwork to the community from historic figures to popular culture, from King Tut to Ray Charles, defining the merging of african, egyptian, judaic and christian heritage. A powerful display of mind over matter, belief and talent to overcoming any obstacle, transcending skin, race and religion. The Best Kept Secret in Harlem. -
Co-Founder & Vice PresidentTop Priority Management Inc Sep 2002 - 2011A music production company, representing diverse performers
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Sales And Operations ConsultantGilt Groupe Jul 2010 - Aug 2010Boston, Massachusetts, UsA project management role overseeing multiple sale date schedules, balancing needs between diverse merchandising teams, brands and photo talent staff to maintain timelines for all aspects of the sale process -
Project Manager, Packaging And Public RelationsCarole Hochman Design Group Jul 2009 - Jul 2010• Secured New York Times exposure for a basic EDI style, which received #1 ratings, doubling sales• Managed all photo shoots, and trade shows, booking talent and processing images• Streamlined processes between departments defining the full scope of a packaging development program from start to finish
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Assistant Manager Of Creative Services, Advertising & Sales PromotionLord & Taylor 2007 - 2009New York, Ny, Us• Maintained a $2-$3 MM dollar budget with a surplus and retained advertising agency partnerships even after the department budget was slashed by 40% through strategic prioritization and collaboration with the -President • Managed a team of 5 coordinators, teaching negotiating tips and cost-saving guidelines to increase time and financial efficiencies, resulting in better efforts, reduced departmental costs, and improved communication with agencies and reduction in department costs• Saved ~$80,000 in agency costs by implementing tighter controls and identifying overcharges • Developed a merchant training course for buyers and division merchandise managers about devising charging structures, reducing last minute requests, and producing cost-efficient advertising. -
Creative Services Coordinator, Advertising & Sales PromotionLord & Taylor 2001 - 2007New York, Ny, Us• Generated nearly $250,000 by proposing an unconventional approach to retail marketing, defining and executing a campaign which was requested and repeated for several seasons • Pioneered a major workflow overhaul, eliminating redundant steps and helping meet agency requirements to avoid late fees; efforts resulted in significant cost savings • Developed, implemented and managed a company wide shared server system between PC and MAC workstations, still used to date, to improve communications between executives
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Assistant BuyerLord & Taylor 1999 - 2001New York, Ny, Us• Executed sales, margin and inventory plans for 82 nationwide department stores, negotiating costs and markdown allowance. • Devised and implemented a vendor sponsored Manager contest, increasing sales by 60% over last year sales• Reversed $40,000 charge during inventory reconciliation by identifying invalid charges on promotional merchandise• Chosen to represent the company on a national level at major universities, educating students on the buying program, leading training sessions on selling and best practices
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Executive Management InternStern'S Department Store May 1998 - Aug 1998Managed a team of 6 senior associates, reconciled inventory, merchandised floor plan, provided customer feedback to senior executives with service recovery solutions and strategies to increase sales
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Marketing And Advertising InternEmpire State Development Corporation 1997 - 1998Served as chief assistant to deputy commissioner, project manager and media director, playing a key role in developing a website promoting New York State tourism
Rachel Swerdloff Skills
Rachel Swerdloff Education Details
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University At AlbanyEnglish And Business -
Academy Of Oncology Nurse And Patient Navigators
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Usdan Performing ArtsDancing And Acting
Frequently Asked Questions about Rachel Swerdloff
What company does Rachel Swerdloff work for?
Rachel Swerdloff works for Total Brain, A Sondermind Company
What is Rachel Swerdloff's role at the current company?
Rachel Swerdloff's current role is Senior Leader: CX Customer Success Strategist + Trainer | Former SVP Partnerships + Amex + XO Group Exec | Co-Founder Trinity House Entertainment Inc. and Honored Listee of the Marquis Who's Who.
What is Rachel Swerdloff's email address?
Rachel Swerdloff's email address is rl****@****ail.com
What is Rachel Swerdloff's direct phone number?
Rachel Swerdloff's direct phone number is (866) 685*****
What schools did Rachel Swerdloff attend?
Rachel Swerdloff attended University At Albany, Academy Of Oncology Nurse And Patient Navigators, Usdan Performing Arts.
What skills is Rachel Swerdloff known for?
Rachel Swerdloff has skills like E Commerce, Marketing, Management, Advertising, Fashion, Training, Merchandising, Customer Service, Team Leadership, Strategy, Sales, Public Relations.
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