One of world’s largest retailers: Analyzed customer service business processes and web self-service content. Recommendations included simplifying the customer experience by adding relevant content; more defined escalation procedures, and periodic review of their web presence. All recommendations were accepted.
One of world’s largest logistics companies: Helped institute philosophical changes in company culture concerning customer service. Expanded customer’s ability to self-serve, instituted a formal review process for content; and worked with senior service management in rolling out and managing multiple support channels in 13 languages as well as offering interactive chat to selective classes of customers, again in multiple languages.
One of world’s largest online dating service: Helped them reduce customer churn though changing business process, enabling support agents to make on the spot decisions, and instituting a formal agent and customer feedback process. Agents became 15% more efficient and customer satisfaction increased by nearly 40%.
One of latest social-centric sports apps: Led a new company through idea validation and targeted market analysis. Developed vetting criteria for app developers, led vendor selection, and managed development process. Conducted detailed business and marketing planning, budget and cash flow analysis and planning, monetization analysis, venture capital preparation, and pitch training. Currently serving on Board of Directors.
