Bill Schimikowski, Ccxp Email & Phone Number

Westborough, MA, US

Acton, Massachusetts, US

Boston, Massachusetts, US

• Responsible for managing the Drizly Customer Experience (CX), Customer Service and Operational Excellence functions for alcohol ecommerce leader that fulfills over 5 million orders each year:
• Developing a multi-year strategy to deliver a quality scalable customer support experience for retailers, consumers, and suppliers.
• Improving all contact center functions (including training, quality assurance, trust & safety, systems, workforce management, etc.) to improve both the agent and customer experience.

Cambridge, MA, US

• Responsible for developing excellence and driving action across the entire US organization in each of the six Customer Experience (CX) disciplines:
• Ensuring we have the right customer driven priorities within our strategy and developing a cohesive and collaborative CX vision.
• Building a customer-centric culture that drives behaviors to create a consistent and scalable customer experience.
• Developing and sharing a deep understanding of customer needs across segments, Therapeutic Areas, and regions to drive action and measure progress.
• Understanding and mapping our customer journeys by customer segment and aligning them to a customer lifecycle framework.
• Influencing and assisting the business in designing experiences that our customers will love and empowering them to deliver value with every customer interaction.

Cambridge, MA, US

Boston, MA, US

Manage team whose mission is to provide our 10,000+ employees with the tools, training, infrastructure and empowerment to deliver the best customer experience in the financial services industry. Examples include journey mapping, empathy mapping, design thinking, etc.Design and implement various customer listening posts (e.g. satisfaction surveys, online.

Boston, MA, US

As Director of Customer Experience Strategy, I designed and executed the Voice of the Customer Ambassador Program to acknowledge associates that were striving to provide a superior experience for Advisors, Plan Sponsors and Employees. The Program drove an organizational focus on improving the customer experience by identifying opportunities for.

Providence, Rhode Island, US

Managed Interactive Marketing team responsible for customer acquisition and sales generation for Retail and Business Segments across multiple digital channels. Managed Web Content Publishing team which handles site updates across the business lines using content management system (CMS)Developed online strategy and execution roadmap with focus on.

Boston, MA, US

Created and managed online self-service program to reduce incoming calls, reduce back office processing, and drive customer online engagement and web migration.Manage programs around Customer profiles, electronic delivery of statements, customer instruction, and online assistance through Help, FAQs, and multimedia. Managed complex integration of company's.

Boston, MA, US

• Successfully managed systems development for several equity compensation clients with responsibility for project planning, requirements gathering and budget tracking
• Developed Broker Choice functionality for large software company, resulting in over 800 new households and stock deposits of $37 million.
• Led development project for large bank to systematically sweep cash proceeds from option exercises to International Payroll departments for distribution

Boston, MA, US

Managed all company stock products available to clients within Workplace Investing including daily share trading and the development of Real-time Trading which provided brokerage trading functionality within employer-sponsored plans.