Customer Experience Care

KERENSA SCHREMPF

Kensington, NH 603-***-****

linkedin.com/in/kerensaschrempf

***********@*****.***

Customer Engagement Business Strategy Program Management Results-driven leader with expertise in all facets of customer experience, service quality, and program management within growing organizations. Skilled in identifying organizational gaps, establishing cross-functional collaboration, and developing processes to ensure a seamless customer journey. Adept at handling difficult or unexpected problems and finding solutions to complex business challenges as a means to drive technical breakthroughs and meet cross-functional objectives. Proficient in customer relationship management and enterprise resource planning along with the development of operating procedures.

Customer Service

Training & Development

New Business Models

Program Management

Performance Management

Systems Integration

Problem Solving

Continuous Improvement

Cross-Functional Collaboration

P ROF E S S I O N A L E X P E RI E N CE

Biomedical Statistical Consulting Philadelphia, PA 1/2025-Present Senior Project Management

• Lead full lifecycle project management for strategic initiatives, ensuring on-time, within-budget delivery.

• Partner with internal teams, clients, and stakeholders to align projects with strategic objectives and drive high-quality outcomes integrated into overall business strategy.

• Drove customer experience improvement initiatives through structured feedback and process optimization. Sequel Med Tech 1/24-1/2025

Director Customer Care Operations

• Established and led a responsive, customer-centric team and support infrastructure including omnichannel systems in a startup setting.

• Designed and implemented customer experience feedback systems including customer satisfaction surveys.

• Acted as key liaison between customer care and cross-functional teams to influence product and strategy. Quanta Dialysis Technologies 2021– 1/2024

Senior Director of Customer Success

• Built and led a global customer success organization aligned with clinical and commercial goals.

• Spearhead the development and execution of the service business strategy, recruitment needs and financial forecast to meet business objectives.

• Improved Net Promoter Score to 100% within 9 months through strategic service transformation.

• Provided strategic leadership in the design, development, and evolution of Quanta’s customer experience organization including the selection and implementation of appropriate processes, systems, metrics and engagement practices required to improve efficiencies and ensure optimal customer success.

• Launched data-driven feedback loops to guide product enhancements and customer strategy. Novocure 2016 – 2021

Director of Customer Care (2021)

• Managed 40-person 24/7 Care Coordinator team to optimize patient interactions and ensure a high-quality experience in a fast-growing oncology therapeutic area.

• Developed and provided ongoing coaching and guidance to create a customer care team that provided exceptional customer service while meeting performance measures.

• Following identification of process deficiencies, established key performance metrics designed to drive growth while maintaining service quality.

Associate Director of Customer Care (2017 - 2021)

• Established patient onboarding process and team to drive positive, customer-centric culture in support of corporate mission and vision.

• Owned management of all Care Center support systems and standard operating procedures in compliance with regulatory and quality requirements.

• Partnered with IT for implementation of a telephony system as well as ongoing streamlining of CRM system.

• Instrumental in ensuring customers remain at the center of care. Senior Manager, Care Center Operations and Planning (2016 - 2017)

• Actively managed timelines, deliverables, risks and budget requirements for initiatives.

• Collaborated with cross-functional partners to identify inter-dependencies, communicate project updates, and assist with reporting of KPIs and metrics.

• Instituted call center best practices for planning initiatives, including dispersion of new service and product updates. Vapotherm 2013 - 2016

Director of Commercial Operations and Programs

Resolved customer care issues with accuracy, immediacy, efficiency, and effectiveness as program lead for the Total Customer Care team. Developed key performance indicators to drive the successful performance of internal teams against departmental and corporate goals.

Key Contributions

Hand-selected by CEO to lead a cross-functional team dedicated to ensuring operational readiness as part of the

‘Go-Direct’ program; achieved 100% completion rate for all team objectives including implementation of same- day ship, full financial reporting systems, website development and a program communications plan

Solved operational challenges through the development and implementation of process-supporting teams formed to drive complete corporate solutions, including technical support, customer care, sales reporting and analysis, sales support and inside sales.

Managed the operations budget for a $15 million dollar company within 3% of the last estimate for US sales and operations

Medtronic Advanced Energy 2003 - 2013

Senior Product / Program Manager (2009 – 2013)

Led cross-functional teams to efficiently execute product development programs from ideation to commercialization; the development and market launch of new Class II medical device introduced 50% faster (from 18 mo to 9 mo) than prior product introductions. Responsible for timeline development, budget management, expectation setting, risk mitigation strategies and contingency plans of R&D programs. Key Contributions

Integral member of team responsible for growth from $4M to $104M of Salient Surgical Technologies when acquired by Medtronic.

Instrumental in achieving 30% YoY growth for largest market segments by collaborating with sales and marketing to develop a new business model.

Re-designed the company’s core product reducing COGS by 27% in 9 months, for $2.5M savings in manufacturing expenses within the first 12 months.

Successfully commercialized delayed product development program after only 4 months of ownership EDUCATION & CREDENTIALS

Bachelor of Science, Accountancy – Bentley College, Waltham, MA Project Management Certificate – Worcester Polytechnic Institute (WPI), Worcester, MA

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