Senior Customer Experience Leader and Advocate

Pamela Gainey

Taylors, SC ***** 631-***-**** ********@*******.*** linkedin.com/in/pamela-gainey-95a71998

SENIOR CUSTOMER EXPERIENCE MANAGER

Results-driven Customer Experience Manager with proven experience in customer engagement, market development, and market strategy. Proven ability to develop and implement strategies that enhance customer satisfaction, loyalty, and retention. Adept at building niche branding programs, improving processes, and leveraging data-driven insights to optimize the customer journey. Strong communicator and problem-solver dedicated to delivering outstanding service and fostering brand advocacy.

KEY SKILLS

•Customer Relationship Management (CRM)

•Team Leadership & Training.

•Conflict Resolution & Problem Solving.

•Customer Feedback & Data Analysis.

•Process Improvement & Workflow Optimization.

•Cross-Functional Collaboration.

•Sales & Upselling Strategies.

•Performance Metrics & KPI Tracking.

EXPERIENCE

Henry Schein, Inc – Melville, NY September 2024 – September 2021

Senior Manager, Customer Experience, National VoC Programs

Managed elite customer experience services for 50+ strategic account sales executives (corporate and national accounts), improving performance and customer loyalty.

•Implemented customer feedback mechanisms and protocols in Salesforce that led to actionable improvements in business processes.

•Resolved escalated customer issues with over 92% success rate, improving retention and loyalty.

•Collaborated with sales and marketing teams to develop customer engagement initiatives.

Henry Schein, Inc – Melville, NY September 2021 – September 2019

Senior Manager, Customer Experience, Medical Division

Led a customer support team, reducing response time by 24 hours and increasing issue resolution rates.

•Trained new marketing hires on customers experience best practices and company policies.

•Developed scripts and standard operating procedures for addressing customer inquiries, conducting market-based interviews, and divisional reporting.

•Analyzed customer data to identify trends, detect underlying issues and areas for process improvement.

Henry Schein, Inc – Melville, NY September 2019 – December 2007

Senior Manager, Strategic Marketing/Marketing Operations, Medical Division

Grew high margin aesthetics portfolio from $7M to $46M over a 10-year period.

•Brokered professional relationships with the AMA, AAD, and ASPRS.

•Coordinated all aspects of displays for sales meetings, private divisional events, and conferences.

•Identified and created sales portfolios and campaigns for emerging specialties and procedures.

•Rebranded technology team to include launching an online customer-facing help center.

EDUCATION & CERTIFICATIONS

•Johnson and Wales, Hospitality Management Major.

•Hofstra, Purchasing Management Certification.

•Northwestern Kellogg, Customer-Focused Organization.

Pamela Gainey ********@*******.*** Page 2

•Greenville Tech, Lean Six Sigma Green Belt Certification.

•CAP Certification, Corporate.

•Bilingual – Spanish.

TOOLS & TECHNOLOGY

•Medallia Qualtrics, Experience Management Software.

•Salesforce CRM Software.

•Microsoft Office Suite.

•Data Analytics Tools.

•Social Media & Online Reputation Management.

•MentorcliQ Teleskope.

ACHIEVEMENTS

•Appointed a Corporate Ambassador, coaching new leadership hires in corporate culture.

•Co-chaired inaugural launch of ADAPT (Able and Disabled Allies Partnering Together), ERG.

•Launched a voluntary thought leader board to drive market relevancy initiatives.

•Professional corporate mentor.

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