Customer Experience & CRM Operations Leader

RHONDA CLOPTON

Allentown, PA 785-***-**** **************@*****.*** LinkedIn

EXECUTIVE PROFILE

Customer Experience, Contact Center, and Operations Leader with 15+ years of leadership experience driving performance across customer service, retail, CRM administration, and multi-site operations. Proven track record leading teams of up to 125+ employees, hiring and promoting 70+ professionals, improving service delivery, increasing customer retention, and building high-performing teams. Bilingual in English and Spanish.

CORE QUALIFICATIONS

Customer Experience Leadership • Contact Center Operations • Workforce Management • KPI & Performance Management • Customer Retention • Employee Development • Quality Assurance • CRM Administration • Salesforce • HubSpot • Cargas Energy • Five9 • Avaya • Intermedia • ServiceNow • Process Improvement • Multi-Site Operations • Retail Operations • Training & Coaching • Bilingual English/Spanish

PROFESSIONAL EXPERIENCE

CRM Manager / Customer Experience Supervisor Palmetto Propane 2025–Present

• Lead customer experience operations across multiple locations, supporting retail, service, and customer support functions.

• Manage CRM strategy, customer communications, reporting, process improvement initiatives, and customer retention efforts.

• Coach and develop team members while monitoring performance, service quality, and operational standards.

• Partner with executive leadership to improve customer satisfaction and operational efficiency.

• Support showroom sales, merchandising, inventory management, and customer consultations.

Senior Customer Experience Team Lead II Covetrus 2017–2025

• Led teams of 25–35+ customer service professionals in a high-volume contact center environment.

• Conducted hiring, onboarding, coaching, performance reviews, corrective action management, and succession planning.

• Managed service level, quality assurance, productivity, adherence, and customer satisfaction metrics.

• Developed SOPs, training materials, and operational improvements that enhanced customer experience and team performance.

• Collaborated with cross-functional departments to resolve escalations and improve service delivery.

Team Lead / Account Manager Intelenet Global Services / Serco 2008–2014

• Managed operations supporting more than 125 employees across multiple departments.

• Oversaw team leaders, workforce planning, quality assurance, employee development, and client performance goals.

• Led hiring, onboarding, coaching, and performance management initiatives.

• Drove operational excellence and customer service improvements across large-scale support environments.

KEY CAREER ACHIEVEMENTS

• 15+ years of leadership experience

• Hired and promoted 70+ employees

• Led organizations supporting 125+ employees

• Managed teams ranging from 10 to 35+ direct reports

• Extensive experience in customer experience, operations, retail, and contact center leadership

• Bilingual English and Spanish

EDUCATION

Bachelor of Science in Psychology Capella University

Criminal Justice Studies Brown Mackie College

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