Andrea Pins
Head of Customer Experience @Silencer Central
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WORK HISTORY
Head of Customer Experience @Silencer Central
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
SKILLS
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