Transformative CX Leader & Support Expert

Christine Rommel

New York City, NY (remote)

516-***-**** / *********.******@*****.***

www.linkedin.com/in/christinerommel

Transformative Customer Support Leader & Customer Experience Champion with 10+ years' experience translating stakeholder needs into impactful solutions. Trusted advisor to senior leadership, utilizing data-driven insights to empower executive decision-making and drive innovation. Recognized for building and leading teams that achieve goals, exceed expectations, and solve pain points. Track record of leveraging outstanding expertise in client management to drive growth and deliver maximum ROI. Demonstrated success in prioritizing time-sensitive issues in high-volume environments to ensure satisfaction and retention. SELECT ACHIEVEMENTS

• Implemented AI-enabled customer self-service chatbot functionality, increasing self-service resolutions by 20%.

• Operationalized Voice of Customer insights across Product, Engineering, Marketing, Logistics, and executive leadership teams to improve customer experience strategy and product alignment.

• Reduced RMA costs by 25% and increased subscriber retention to 90%, surpassing retention goals by 15%.

• First hired CX Specialist at a high-growth fintech startup and helped scale CX operations.

• Reduced escalations by 18% while driving team CSAT above 90% and exceeding KPI targets by 10%+. LEADERSHIP

• Led and coached remote domestic and offshore support organizations totaling 50+ agents and specialists through onboarding and ongoing performance coaching initiatives.

• Became a trusted operational SME and escalation resource across departments by translating customer behavior and support trends into actionable business insight.

• Strategized with CX leadership to create and implement the Customer Experience Manager role and structure for a scaling support organization.

• Trained Customer Support supervisors as operational points of contact for AI-enabled pilot initiatives while developing technical documentation and support guidance.

PROFESSIONAL EXPERIENCE

Mars Petcare SDx 2023 – 2025

Whistle, previously a key brand under Mars Petcare SDx (Science Diagnostics and Innovation) with over 100,000 devices distributed across the US, was an industry pioneer in smart collars and GPS tracking before its customer base and assets were acquired by Tractive in mid-2025. Manager – Customer Support

• Operational Customer Support SME to executive leadership by analyzing customer behavior, identifying support trends, and translating VoC insights into customer experience improvements.

• Partnered cross-functionally to close feedback loops, diagnose root causes, refine product updates, and proactively reduce customer friction across connected devices, mobile applications, and subscription services.

• Owned support operations, including ticketing, escalation, and documentation, for a high-volume consumer technology environment supporting 9k+ monthly customer conversations.

• Led and coached a remote outsourced support organization of 24 agents through Concentrix, overseeing omnichannel technical and account support while improving effectiveness, consistency, and outcomes.

• Served as operational escalation authority for complex customer situations, policy exemptions, and high-risk support decisions.

• Trained supervisors and agents on chatbot functionality, escalation handling, and customer advocacy standards, to improve autonomy, decision-making confidence, and service consistency.

• Guided process improvements and cross-functional initiatives to strengthen issue resolution workflows and communication between Support and Product organizations.

• Key projects & accomplishments include:

o Implemented AI-enabled customer self-service chatbot functionality, increasing customer self-service resolutions by 20%.

Secured internal buy-in, coordinated with account management, configured chatbot logic, and optimized knowledge-base integrations.

o Operationalized VoC feedback across Product, Engineering, Marketing, Logistics, and executive leadership teams to improve CX strategy and product alignment. o Implemented Jira-based ticketing and escalation infrastructure to replace manual Google Sheets tracking, improving visibility, accountability, and collaboration between Support and Product teams. o Audited and rebuilt outdated internal knowledge base infrastructure.

Standardized documentation, reorganized support systems, redesigned macros, and improved knowledge accessibility for frontline teams.

o Optimized queue management and support workflows through automation, operational snippets, and infrastructure improvements that reduced manual work and improved response consistency across channels. o Supported Mars Petcare Global Innovations initiatives as Project Manager, VoC liaison, and beta Community Manager for SDK ecosystem and AI product development initiatives.

Spearheaded customer beta engagement initiatives through the Pet AI Research platform and Prolific, coordinating large-scale customer participation campaigns.

Supported Mars Petcare Veterinary Science pilot initiatives focused on AI-enabled post-surgical follow-up workflows for BluePearl clinics and pet owners by training Customer Support supervisors as operational points of contact and developing technical training documentation. o Minimized escalations by 18% while driving team CSAT above 90% and exceeding KPI targets by 10%+. o Reduced RMA costs by 25% and increased subscriber retention to 90%, surpassing retention goals by 15%.

Performed root cause analysis and customer journey optimization initiatives. o Slashed operating costs by $45K, the largest cost reduction initiative in organizational history.

Identified operational cost drivers and managed complex BPO and external vendor relationships. o Identified a critical inventory forecasting issue threatening product availability and operational continuity after independently analyzing RMA trends and inventory data.

Led a cross-functional response with Logistics and eCommerce leadership that extended inventory runway and subscriber retention by 18 months while supporting acquisition continuity efforts. nate 2021 – 2022

nate was a venture-backed fintech and eCommerce startup that raised over $40M in Series A funding to develop a "single-tap" automated checkout app, operating at a peak scale of hundreds of thousands of users. Manager – Customer Experience (2022)

Senior Specialist – Customer Experience (2022), Specialist – Customer Experience (2021-2022)

• Collaborated cross-functionally with Engineering, ProdOps, Payments & Risk, Marketing, and leadership teams to identify recurring customer pain points, close feedback loops, and improve app performance.

• Owned support workflows, macros, SOP documentation, and escalations, improving consistency, scalability, and outcomes.

• Managed and mentored a remote organization of 32 domestic agents, including 5 in-house Senior CX Specialists and an offshore team of 18, strengthening performance through onboarding, best-practice guidance, and ongoing coaching sessions.

• Assisted Payments & Risk teams in strengthening KYC guardrails by investigating suspicious accounts, payment disputes, compromised user data, and fraudulent transactions.

• Performed troubleshooting across iOS app functionality and payment service processes while delivering empathetic support and strategic de-escalations across concurrent customer interactions.

• Monitored customer behavior trends, support operations data, and social media activity to identify emerging business risks and recurring customer experience issues requiring escalation and resolution.

• Key projects & accomplishments include:

o First hired CX Specialist, scaling CX operations during a high-growth startup phase by supporting workflow development, escalation management, and QA across a rapidly expanding fintech platform. o Became go-to escalation resource and operational point of contact for internal and offshore teams, serving as trusted SME beyond original IC scope.

o Strategized with the CX Director to create and implement the Customer Experience Manager role structure and operational KPI framework.

o Reduced agent AHT by 12% through workflow optimization, process improvements, macro development, and operational standardization.

o Built and optimized macros, automation workflows, and SOP documentation to streamline frontline execution, strengthen consistency, and improve operations. o Contributed to a more than 60% reduction in fraudulent user activity by partnering with Payments & Risk teams to strengthen KYC processes and improve escalation workflows. o Boosted team performance and operational efficiency while helping drive 92% team CSAT through coaching. o Improved Marketing and Creator Program campaign messaging by applying a deep understanding of customer behavior, feedback trends, and VoC insights. o Maintained an average FRT of 40 seconds while achieving 97% personal CSAT across high-volume operations. Ace Wire and Cable Co. 2019 – 2020

Ace Wire & Cable Co. is a distributor of electrical and connectivity products, operating a 30,000-sq-ft facility to service clients across the Northeast. Office Manager via contract

• Oversaw vendor coordination, account administration, administrative workflows, and reporting.

• Managed banking, bookkeeping, and daily office operations while supporting 3 C-level executives and 4 managers.

• Key projects & accomplishments include:

o Streamlined office procedures and administrative workflows to improve operational efficiency. The Bountiful Company 2015 – 2019

The Bountiful Company is a global leader in nutrition and wellness that manufactured over 16,000 products and generated approximately $2B in annual revenue before Nestlé Health Science acquired its core wellness brands. Project Manager

• Owned the end-to-end capital project lifecycle for 25+ simultaneous CAPEX projects annually across 5 nationwide distribution centers and 3 satellite facilities.

• Managed enterprise CMMS administration, database maintenance, and systems support activities across multi-site operations.

• Supported the Director of Facilities & Maintenance - Warehousing/Distribution through project coordination, maintenance planning, scheduling, and reporting.

• Processed maintenance and safety work orders while ensuring compliance with OSHA, FDA, SOP, and regulatory requirements.

• Key projects & accomplishments include:

o Orchestrated the enterprise CMMS transition project from PMC to iMaint, overseeing database administration and system migration, including stakeholder support, across multiple facilities. Previously Senior Service Representative @ Olympus Digital Media, Customer Support Representative @ JCPenney Furniture Distribution

• Resolved escalated customer issues across phone, email, and chat channels by applying empathy, active listening, and solution- focused support strategies in high-volume service environments.

• Implemented a tracking system to identify recurring product issues, improve visibility into customer pain points, and support product improvement initiatives.

• Earned outstanding recognition from customers while consistently meeting or exceeding performance metrics as a top performer in Customer Support.

TECHNICAL SKILLS

Kustomer, Zendesk, Jira, Confluence, Intercom, Salesforce, Shopify, Stripe, Amazon Connect, Medallia, Typeform, Mavenoid, LiveChat, Slack, Notion, Google Workspace, Microsoft Office (including SharePoint and Excel), ChatGPT, Claude, Perplexity, Figma, Prolific, iMaint, PMC, AS/400, Rubicon, SAP, Oracle Database EDUCATION, CERTIFICATIONS, & PROFESSIONAL DEVELOPMENT Bachelor of Science in Global Business and Public Policy, minor in Communications – University of Maryland Global Campus Academic Certification in Marketing Communications – University of Maryland Global Campus Agile with Atlassian Jira – Atlassian

Jira Service Management Fundamentals – Atlassian

Confluence Fundamentals – Atlassian

Zendesk Support for Agents – Zendesk

Foundations of Project Management – Google

Reports, Dashboards, and Customer Success – Salesforce Salesforce Sales Operations Specialization – Salesforce Google IT Support Professional Certificate – Google IBM Applied AI and Chatbot Building Essentials Professional Certificate – IBM Agentic AI and AI Agents for Leaders Professional Certificate (in progress)

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