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Moto & Powersports

Surf

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Cheer coach

•	Managing Large Key Accounts
•       Responsible for Sales, Support and Operational Teams
•       Full Cycle Customer Experience 
•	Customer Insight and Segmentation 
•	Loyalty, Retention and NPS
•	Value proposition through category management, pricing and brand recognition
•	Sales and channel effectiveness through the delivery of marketing programs 
•	Share of wallet: Cross sell, up-sell and usage marketing
•	Go-to-Market Strategy & Project Management 


Sell and scale product to our customer help channels and consumer communications platforms to improve accessibility, enhance customer education, engagement and experience.

Create communications resources for our customers, event supporters, employees, fulfillment channels and vendors.

Optimize and develop Customer Service processes 

Manage content for standard response templates, collaborate with other managers and company stakeholders to create and/or refine all customer communication touch points, and craft outreach messages.

Managing the company’s eCommerce platform with CRM (Shopify and Woo.com)

Manage inventory levels and work hand-in-hand with third party warehouse

Travel and attend trade-shows nationwide to grow product education and sales 

Customer Service & eCommerce Manager 

Responsible for effective operations and continuous process improvement throughout the call center by providing leadership, direction and motivation of workforce. Manage Contact Center Operations including: Customer Care, Technical Support, Inside Sales, Outbound Telemarketing Sales, Retention and Back Office administration teams. Focus on high level strategic execution, project management, and operations that optimizes revenue opportunity. Manage Beta programs for product software, new hardware and App updates before it releases to production.

Sr Mgr, Contact Center Operations 

Management of the Contact Center operations including Customer Care, Technical Support, Billing & Retention and Inside Sales. Develop and manage all customer concierge and loyalty programs. Collaborated with teams at DIRECTV and AT&T Digital Life to drive subscriber acquisition, reduce breakage and churn through effective customer retention programs. Oversee collections programs and drive down customer disconnects through successful outbound campaigns. Implemented welcome team and time-specific surveys to drive new customer engagement.

Sr Mgr, Churn & Customer Retention 

Manage a pipeline of projects for the Customer Experience team from inception to production. Work closely with Marketing, Sales and contact center operations to ensure smooth delivery of subscriber retention programs and business operations enhancements driving overall company performance.

Business Analyst/Project Manager 

Erin Stacy is a Customer Service & eCommerce Manager at Level TEN Health dba Tom Ferry International in Brea, CA.

Erin Stacy

Erin Stacy

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