Angel Varricchio

WORK HISTORY

EDUCATION

SKILLS

ABOUT ANGEL VARRICCHIO

If you listen to the customer, you will succeed. This is Angela Varricchio’s motto, and for more than 15 years, she has done just that. Driven by the voice of the customer, Angela specializes in transforming and optimizing customer experiences to drive brand loyalty, increase sales, and fuel business growth. Angela has continuously instilled customer-first environments in the workplace, earning her recognition as the “Culture Ninja” among colleagues. As a true people leader, she is also known for developing engaged, top-performing teams and remains committed to ensuring that staff are equipped with the proper training, resources, and support to excel.LEADERSHIP SNAPSHOT: Performance-driven change agent and customer success executive specializing in transforming and leading customer experience functions for multibillion-dollar, multilocation corporation. Recognized by teams as “Culture Ninja” who promotes customer-first environments. Known to respectfully challenge status quo, gain consensus among disparate groups, and partner across functions to close gaps.Develop VOC strategies and redefine best practices that optimize customer experience, drive brand loyalty, and propel year-over-year sales and business growth. Skillfully integrate technologies/solutions to gain valuable consumer/buyer insights and leverage data for strategic decision making.Influential leader dedicated to building and empowering engaged, high-performing teams and providing staff with proper training, resources, and support to best serve customers. EXCELLENCE IN ACTION- Improved Bed Bath & Beyond’s customer experience, increasing CSAT score from 4.4 to 4.7/5.0 within 2-year period, after leading transition of 4 US-based call centers to 3 offshore BPO sites with 700+ agents; redefined training standards/procedures, established customer-first culture, and improved customer engagement via multiple channels, while ensuring adherence to quality, SLA, and customer satisfaction standards- Optimized customer service function through leveraging powerful insight solutions to identify root cause of recurring issues and pain-points, such as poor product reviews and customer complaints. Introduced RPA solutions to ensure seamless checkout experience via “Save the Sale.”- Increased college product sales 15% year-over-year, fueling millions of dollars in sales by expanding college partnership events from 1 to 4. Engaged and partnered with NYC-based universities, devised strategy to incentivize institutions, and executed events. Lauded for “shaking up NYC market.”