Tobias Curl Email & Phone Number

Walnut Creek, Ca, Us

California, United States

Enhancing every touchpoint of the customer journey to increase retention, engagement, and satisfaction. Leveraging technology to automate routine tasks, increase accuracy, and ensure flexibility as your business evolves. Implementing streamlined workflows that improve efficiency, reduce operational costs, and support scalable growth.

San Francisco Bay Area

• Led customer focused AI/self-service implementation and logic building for comprehensive troubleshooting and educational benefits which reduced overhead, improved customer interactions, and heavily reduced discounts, refunds, and returns.• Developed reporting dashboards for tracking customer insights and productivity, resulting in improved quality. • Significantly reduced internal and offshore operations costs and enhanced accountability through omni-channel data-driven enhancements.• Deployed real-time analytics that enhanced cross-departmental efficiency by providing key insights.• Implemented strategies for improved warranty claims and customer outcomes along with improved QA from manufacturers.

Napa, California, United States

• Stabilized 450% growth for leading wine club by initiating data-driven overhaul of customer service and operations.• Launched new strategic sales vertical and improved process efficiencies, substantially boosting financial performance.• Insights and initiatives led to sales over 200% of costs within 1.5 months and a 40% increase in monthly sales.• Led AI and self-service implementation and logic building to build educational benefits and reduce overhead.• Acquired 1K five-star reviews in six months and improved customer satisfaction levels above 91% through VOC.• Led adjustment revisions to vendor contracts to mitigate growth and enhance procurement.• Increased membership/subscription retention by 25% and improved LTV.

San Francisco, Ca

• Led supply chain and returns optimization initiatives for 3 warehouses on both coasts.• Improved logistics, ROI, and customer satisfaction for startup to public enterprise through data-driven strategies.• Reduced warehouse unit economic costs by 50%, standardizing processes and elevating delivery SLAs.• Instrumental in vendor management and adjustments to contracts.

Napa, California

• Managed multiple operational departments, achieving consistent annual cost reduction through operational efficiency.• Led two high-performing teams that managed the customer experience while utilizing data to anticipate trends and capitalize on upsell opportunities.• Initiated data-driven overhaul of customer service and operations for improved unit economics and to ensure compliance. • Enhanced operational procedures and coherence across departments, boosting satisfaction, loyalty, and retention.

• Progressed through increasingly responsible roles to lead two high-performing teams of 50 full-time employees in financial services and employee development.• Utilized data analysis expertise to anticipate seasonal trends and capitalize on upsell opportunities.• Oversaw daily operations in two call centers with over 100 employees each to improve performance, attendance and punctuality, adapting to developing business needs.