Customer Experience Service

Kit Collins

Phone: 785-***-**** Email: *******.*******@**********.*** LinkedIn: linkedin.com/in/kristen-j-collins

Professional Summary

Strategic and operationally minded customer experience leader with a proven track record of driving results across account management, fulfillment operations, and customer success in e-commerce and 3PL environments. Expert in cross-functional leadership, client onboarding, and process optimization. Adept at translating customer data into business action and aligning service delivery with client expectations. Skilled at building strong relationships, navigating ambiguity, and creating scalable infrastructure during periods of hypergrowth or transformation.

Areas of Expertise

Customer Experience & Customer Service

Account Management, Sales Management & Client Success

End-to-End Client Onboarding & Project Leadership

Fulfillment, Logistics, 3PL Operations, B2B, D2C, D2B, Ecomm

KPI Ownership (CSAT, NPS, CES)

Process Optimization & SOP Development

Team Leadership & Cross-Functional Collaboration

Data-Driven Decision Making & Reporting

Tech Stack: Salesforce, Zendesk, NetSuite, Shopify, Power BI, Rootstock, Gorgias, Jira, Iterable, Hubspot

Selected Impacts

Customer Experience Transformation

- Boosted CSAT, CES, NPS through operational enhancements and team process alignment.

- Developed and scaled QA, SOPs, and feedback loops, drastically improving service quality.

Client Onboarding & Cross-Functional Leadership

- Solely managed all new client onboarding at OceanX, leading every stage from kickoff to full operational handoff.

- Collaborated cross-functionally with warehouse, tech, customer service, and leadership to launch brands efficiently and with precision.

Startup & Turnaround Success

- Led performance recovery and stabilization during periods of organizational change, quickly implementing structure and team clarity.

- Transformed reactive service models into proactive client partnerships across three scaling companies.

Professional Experience

Director-Level Roles in Customer Experience & Operations

OceanX Bloomscape Nano Magic

2020–2025

Director, Account Management – OceanX

- Directed all aspects of account management and customer service for 3PL clients in health, beauty, and wellness sectors.

- Managed high-value B2B and D2C accounts including Abbvie, Johnson & Johnson, Guthy-Renker, Ilia Beauty, and AG1.

- Sole point of contact for onboarding all new clients—creating project plans, aligning internal departments, and ensuring on-time, accurate launches.

- Delivered strategic client reporting and Voice of Customer presentations to the executive team, influencing product and process decisions.

Director, Customer Success – Bloomscape

- Led a 10-person customer experience and social media team through a period of rapid change and growth.

- Owned KPIs (CSAT, NPS, CES), and led CRM/ERP integrations, quality assurance frameworks, and SOP development.

- Partnered with marketing, product, and distribution teams using customer data to shape improvements and campaigns.

Manager, Sales & Customer Experience – Nano Magic

- Oversaw sales and customer support, creating and executing GTM strategies and fulfillment process improvements.

- Built partnerships and led sales reporting, forecasting, and budgeting to optimize revenue and performance.

Early Career

Field Executive – Cover FX 2016–2020

Mammal Supervisor – Detroit Zoo 2010–2013

Zookeeper II – Topeka Zoo 2005–2010

Research Scientist – Pfizer 2003–2005

Education

Bachelor of Science – Biology

Northern Michigan University

Master’s/PhD Coursework – Biology (Rackham School of Graduate Studies)

University of Michigan – Ann Arbor

Technical Proficiencies

Salesforce, Zendesk, HubSpot, NetSuite, Rootstock, Logicbroker, SPS, SCALE, Gorgias, Shopify, Power BI, Jira, Klaviyo, Iterable, Attentive, Zapier, Celigo, Microsoft Office, Google Suite

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