Customer Experience Contact Center
Resume:
Professional Summary
Strategic and data-driven Director of Customer Experience with 15+ years of leadership in fast-paced, high-growth eCommerce and DTC environments. Expert at building and scaling modern, customer-first CX strategies that drive loyalty, retention, and revenue. Proven ability to lead, mentor, and develop high-performing teams, implement innovative technology solutions (including Zendesk and AI tools), and collaborate cross-functionally to elevate every customer interaction. Adept at designing processes from the ground up, optimizing operational tools, and delivering actionable insights through clear, metric-focused reporting. Passionate about crafting best-in-class, scalable customer experiences that balance efficiency, empathy, and business growth. Work Experience
Led and grew a high-performing CX team, developing a risk management model for product launches that reduced errors by 40%.
Implemented a technical transformation leveraging AI agents and Zendesk automation, deflecting up to 35% of routine contacts, improving ticket resolution by 50%, and increasing customer satisfaction by 30%. Designed and optimized team structure, hiring, and development frameworks, improving quality of hire by 45% and reducing attrition by 70%.
Collaborated cross-functionally with operations, product, and marketing to enhance the customer website experience, reducing clicks per visit and increasing customer loyalty. Delivered clear, actionable performance reports to leadership, focusing on KPIs such as CSAT, resolution time, and repeat purchase rate.
Drove continuous improvement in Zendesk setup, building custom views, macros, and reporting to support team efficiency and customer engagement.
Director of Customer Experience
Instacart - San Francisco, CA
Developed and scaled a Business Process Outsourcing (BPO) model to support rapid growth, improving customer satisfaction, agency efficiency, and reducing costs. Implemented standardized operating procedures (SOPs) to ensure consistency and compliance across the organization, increasing productivity and customer satisfaction. Enhanced employee career frameworks, improving quality of hire and reducing attrition by 35%. Led initiatives to improve the customer journey, resulting in increased retention, improved brand reputation, higher conversion rates, and more repeat purchases. Supported integration and optimization of operational tools, including support for teams using platforms like Zendesk and other ticketing systems.
Director of Operations
The Results Companies - Tampa, FL
Developed a proactive customer contact model to anticipate needs, reducing on-site service visits by 45% and improving customer satisfaction.
Vice President, Customer Service
Westec Interactive - Plano, TX
WENDY BRUNO
*****.*****@*****.***
TX
Implemented technical training programs to ensure adaptability to industry changes, increasing productivity, efficiency, and job satisfaction.
Optimized company processes to strengthen client relationships and drive business growth, reducing overhead costs and improving ticket resolution times.
Championed technology adoption to automate tasks, supporting the launch of new support channels and enhancing overall service delivery.
Skills & Competencies
Customer Support Leadership:
Hire, coach, and develop high-performing, distributed CX teams and frontline leaders across multiple brands. Set clear goals, performance expectations, and conduct regular reviews to align teams with business objectives. Build and scale support organizations, including structure, workflows, SLAs, and KPIs. SaaS & Support Tools Expertise:
Deep experience with Zendesk (admin level), including automation, macros, views, and reporting. Hands-on with NetSuite, Shopify, Jira, Salesforce, and other support and ticketing tools. Knowledge of AI, machine learning, NLP, and sentiment analysis tools for support automation and personalization.
Process & Continuous Improvement:
Design and implement standardized processes for onboarding, inquiries, escalations, and returns. Analyze support data and feedback to identify trends, drive improvements, and inform strategy. Create and maintain documentation, FAQs, and knowledge bases to support scalable CX operations. Cross-Functional Collaboration:
Partner with operations, product, marketing, and finance to improve the full customer journey. Provide actionable insights from support data to inform product and delivery decisions. Lead the launch of new channels (e.g., live chat) and define cost-efficient, high-touch service models. KPI & Vendor Management:
Define, track, and improve key CX metrics: CSAT, resolution time, one-touch resolution, repeat purchase rate. Manage internal processes, systems, and vendor relationships, including global BPOs. Deliver clear, actionable performance reports to leadership, focused on business impact. Industry Experience:
eCommerce, DTC, media, telecom, technology, entertainment, and online delivery. Experience in high-growth, startup, and scale-up SaaS environments. Start-Up Agility & Remote Leadership:
Thrive in fast-paced, dynamic, and ambiguous environments. Manage multiple priorities and emergent challenges with a customer-first mindset. Lead and motivate remote, distributed teams to achieve best-in-class results affordably.
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