Customer Experience & Retention Operations Leader

Customer

Experience

Leader

Larry Blanden

** ******** **

Sewell, NJ 08080

********@*******.*** 267-***-****

PROFESSIONAL SUMMARY

Strategic and operational Customer Experience Leader with 15+ years of success elevating member satisfaction, reducing churn, and optimizing service delivery across high touch, membership based environments. Expert in outbound engagement strategy, journey mapping, workflow design, and cross functional project leadership. Known for transforming customer insights into scalable processes that improve NPS, strengthen loyalty, and empower frontline teams to deliver empathetic, high quality interactions. Adept at leading teams, driving operational excellence, and executing data informed retention strategies.

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Skills

● Member Experience Strategy

● Outbound Engagement & Retention Campaigns

● Customer Journey Mapping

● Operational Excellence & Workflow Design

● Team Leadership & Coaching

● Change Management & Adoption Planning

● CRM & Engagement Platforms

● NPS & Voice of the Customer

● Cross Functional Collaboration

● KPI Development & Data Driven Decision Making

● Process Improvement

● Empathy Driven Communication

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Experience

TryDoobie / Customer Experience Manager

May 2024 - Present, Mass, NYC, STL

● Lead outbound engagement and service operations, achieving a 90% first contact resolution rate through redesigned workflows and tracking systems.

● Analyzed customer feedback and call drivers to implement process improvements that reduced callbacks by 15%.

● Partnered with Marketing to align messaging and support campaigns that increased market penetration by 10%.

● Built a comprehensive QA program and team scorecard to elevate call quality, accountability, and coaching effectiveness.

● Developed team level KPIs and operational processes that improved consistency, collaboration, and service delivery.

● Enhanced digital member experience by redesigning website flows to improve usability and satisfaction.

● Implemented new team structures, agendas, and communication rhythms to strengthen performance and engagement.

Vanguard / Manager of Change Management

August 2022 - February 2023, Pennsylvania, King of Prussia

● Led enterprise level change initiatives that improved operational efficiency by 20% across multiple business units.

● Designed internal communication and engagement strategies that increased stakeholder adoption by 15%.

● Advised senior leaders on readiness planning for initiatives impacting customer facing teams, ensuring smooth transitions.

● Multi-facet role that contributed with project managers and vendors to roll out new technical software throughout the company enterprise in a timely manner.

Amazon/Ring / Program Account Manager

October 2018 - July 2022, Pennsylvania, Malvern

● Implemented and managed the NPS strategy, driving a 45% increase in customer satisfaction.

● Translated customer insights into product enhancements, influencing new product development and feature improvements.

● Supported major product launches on Amazon, which included Ring Alarm, contributing to a 15% increase in sales.

● Collaborated cross functionally with Product, Engineering, and Marketing to improve customer journeys and service workflows.

● Spearhead implementation of strategic plans and verified alignment with corporate objectives while contributing to effective decision-making and proactive thinking.

Walmart/Sam’s Club / Sr. Manager of Online Membership Support January 2017 - February 2018, Arkansas, Bentonville

● Led redesign of online membership workflows, improving productivity by 20% and reducing friction across channels.

● Developed and launched digital loyalty and retention programs that reduced contact center callbacks by 25%.

● Optimized digital touchpoints and support processes for subscription services, driving adoption of the Scan & Go app and strengthening overall member experience.

● Enhanced the communication channels between teams to streamline escalation processes that improve customer satisfaction levels. Comcast / Customer Experience Manager

July 2015 - January 2017, Pennsylvania, Philadelphia

● Created and implemented a comprehensive Customer Journey Map, driving a 20% increase in customer satisfaction by identifying friction points and prioritizing high impact fixes.

● Designed and delivered personalized training and coaching programs, boosting team KPIs by 25% through targeted skill development and performance feedback loops.

● Owned NPS strategy and Social Engagement operations, reducing inbound call volume and improving overall customer sentiment by aligning digital and social touchpoints with support workflows.

● Leveraged customer feedback and analytics to optimize service delivery, increasing member loyalty through data driven process improvements and prioritized product enhancements.

● satisfaction levels.

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Education

Wilmington University / Bachelor of Science in Marketing New Castle, Delaware

Peirce College / Associate in Information Technology Philadelphia, Pennsylvania

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