Andrea Pins

Experience

1. Head of Customer Experience

   Silencer Central

   May 2022 — Present

   Create company-wide goals that deliver an exceptional customer experience, while increasing customer satisfaction and building brand loyalty. Identify, monitor and optimize the end-to-end customer journey through journey mapping and persona development to guide CX strategy that achieves our core values of customers + integrity = winning. Serve as executive sponsor of a large-scale ERP/CRM implementation aimed at enhancing customer and employee experience, while also improving organizational efficiency and supporting an automation-first approach to operational delivery. Implemented strategy and UX/UI concept for new customer portal to improve communication and online self-service, resulting in a reduction of inbound customer calls per month. Developed a voice-of-the-customer strategy to support continuous process improvement of the customer experience. Current efforts have led to +60 increase in NPS, as well as an increase in online review volumes by 40 percent and GMB five-star rating by.4.

Education

• University of South Dakota

  B.A., Contemporary Media and Journalism

  2003 — 2007

Skills

• SEO
• Event Planning
• Public Relations
• Marketing Communications
• Strategic Communications
• Crisis Communications
• Social Media Marketing
• Content Development
• Intranet Strategy
• Change Management
• Media Relations
• Corporate Communications
• Press Releases
• Integrated Marketing
• Internal Communications
• Social Media
• Newsletters