The Challenge

In high-growth logistics, e-commerce, foodservice, and CPG, customer service is often viewed as a cost center, tasked only with resolving issues after they've occurred. The result is eroded brand loyalty, high churn rates, and lost revenue potential. The true executive challenge is integrating customer service into the operational and marketing core, turning every interaction into a positive touchpoint that fuels long-term retention and growth.

Executive-Led CX Transformation

I specialize in transforming customer service departments from reactive cost centers into proactive, high-performing loyalty engines. My expertise is founded on executive oversight of both fulfillment and customer service, ensuring that operational accuracy directly supports an exceptional customer experience.

Quantified Turnarounds & World-Class Metrics

I have a proven record of establishing rigorous processes that drive industry-leading satisfaction scores.

• Dramatic Turnaround: Successfully took the worst-rated operation in the country for customer satisfaction and elevated it to the thirteenth best-performing location (out of 150 locations), achieved through defined expectations, training, and measurable KPIs.

• Loyalty Benchmarks: Consistently achieved high satisfaction scores, including Net Promoter Scores (NPS) in the 70s and Customer Satisfaction (CSAT) scores greater than 90%.

Strategic Integration of Service and Operations

I view customer service as a direct extension of operational quality, ensuring systems support fast, efficient resolution.

• One-Touch Resolution: Implemented a focus on one-touch resolution of customer complaints, a critical financial analysis tool that helped grow the contribution margin from 38% to 48% in one year.

• Call Center & Infrastructure: Successfully expanded operational scope to include in-house call center capabilities, ensuring end-to-end control over the client experience and customer feedback loop.

• Accuracy Foundation: Direct oversight of fulfillment operations, which consistently delivered 99.98% order accuracy, removing the primary source of service complaints before they happen.

Leadership and Culture

World-class customer experience is built on a foundation of trained, engaged, and supported teams.

• Team Development: Directly managed geographically dispersed customer service teams and initiated comprehensive training and mentoring programs to instill a service-oriented culture.

• Process Standardization: Established all processes, reporting, and KPIs for customer service and fulfillment departments across multi-site networks, ensuring quality and performance consistency nationwide.

Core Customer Experience Capabilities

• Contact Center Management: Strategy, staffing, and technology integration for in-house and contracted service teams.

• Net Promoter Score (NPS) / CSAT Program Leadership: Defining, measuring, and acting on key customer loyalty metrics.

• Training & Mentoring: Developing teams to execute on defined expectations and deliver superior support.

• Quality Assurance Auditing: Linking front-end complaint data directly to back-end process improvement (Lean Six Sigma methodology).

If your service operations are lagging, let's discuss how to apply executive-level process engineering to transform your customer experience into a quantifiable competitive advantage.

View my detailed project portfolio or schedule a strategic consultation today.