Rita C. Email and Phone Number

Grew department to 50 diverse team members in Customer Experience/Operations, Customer Service, and Technical Support. Team recognized for exemplifying company values and uplifting colleagues as well as serving customers using subscription software to guide desktop lasers to make incredible things. Advocated for customers in weekly company leadership team discussions of both strategy and operations. Led department to: - Grow KPIS: Measure, analyze and share customer satisfaction data, raising CSAT during pandemic. -Serve: Delight customers through 1:1 and 1 to many communications as well as self-service automation. -Scale: Identify and deliver people, process, policy and tool changes as we grew from pre-order to millions of customer prints monthly: Added phone support, outsourced tier 1 support, moved to remote, released new products including EarSavers & subscription software. -Develop Systems: Document requirements for software, then partner with engineering, growth and sales to develop, customize & roll-out solutions relating to Zendesk, NetSuite, Shopify, and Avalara.

Dramatically improved company throughput and ROI by creating a strategic planning process. - Designed process, provided leadership with comparable descriptions of initiatives requesting time or expense, then facilitated prioritization of initiatives for annual & quarterly planning. Led 5-person Program Management Office which delivered strategic cross-functional projects as we grew from 70 to 400 employees and went through IPO.- Example: Changed from reimbursing customers for veterinary payments to paying vets directly. Improved customer satisfaction, expanded data collection (useful for business and actuarial purposes), and reduced cost to process insurance claims by 20%.

Called on for Strategy, Marketing, Organizational Change Management, & Process Improvement. - Industries from software to environmental news, mobile telephony and supply chain tech. - Known for facilitating highly-productive multi-day workshops with dozens of stakeholders.Notable projects: - Developed company-wide 3-year strategic roadmap focused on revenue and loyalty. - Developed department integration and change management plans after major acquisition- Upgraded enterprise program preparing support for launches and expanding Voice of the Customer.- Envisioned merger of high-traffic customer forums to grow customer satisfaction and decrease costs.

Identified product improvement needs, gained agreement on priorities, defined specifications with developers and educated client services and sales on releases. Rejected new product line concept.

Designed strategy for cross-sell programs serving ten million customers. Conducted research and market segmentation, developed financial models, and managed ad agencies. Changed pricing structure for International Long Distance to increase revenues and improve competitive position. Recommended feature-set for next-generation device.

Identified product weaknesses and solutions by interviewing product managers and developers, wrote 100 issue analyses to prepare technical support for launch.

Grew Student Services department from 1 to 15. Developed processes, decreased costs and increased capacity during dynamic growth. Chaired initiative to align customer-facing groups to create consistent customer experience. Collaborated with engineering on customer database and online student systems.

Directed design and development of 30 products from concept to launch. Managed teams of 35 software developers, artists, and educators to deliver high-quality educational products on schedule and under budget.