Customer Experience Manager LaunchGood
Leadership and Team Development: Nurtured and mentored a customer support team, providing
ongoing training and opportunities for skill development. Improved team morale and performance,
resulting in increased productivity and engagement.
• Customer Feedback Loop: Established a structured feedback loop, gathering insights from customer
interactions and analyzing them to drive continuous improvement. Incorporated user suggestions
into product updates, leading to enhanced functionality and user satisfaction.
• Streamlined Support Processes: Streamlined and optimized customer support processes, reducing
response times by 50% and ensuring quicker issue resolution. Implemented a ticketing system and
standardized workflows that enhanced team efficiency and customer experience.
• Cross-functional collaboration: Collaborated closely with the product and compliance teams to align
customer needs with platform enhancements and promotional activities. Collaborated closely with
customer success, and payments to identify pain points in the customer journey and implement
process improvements.