Avin El-Amin
- Role
- Vice President - Customer Care at Madison Reed
- Location
- Miami-Fort Lauderdale, FL, US
- LinkedIn followers
- 500 followers
About Avin El-Amin
Results-oriented Senior Executive with experience leading key growth initiatives within…
Experience
Vice President - Customer Care
Aug 2021 — Present
Head of Customer Care, providing customer facing support across 5 support channels (Self-Service, Voice, Email, Chat and Video) as well as back office technical support for our growing brick and mortar stores. Managing all BPO vendors on and off-shore. Developed a multi-year strategic roadmap for Madison Reed customer support that’s aligned to continued company growth, with a focus on efficiency, omni-channel experience, operational rigor and innovation, while continuing to provide best-in-class customer service, resulting in budget reduction year over year with a significant increase in volume. Designed and executed a robust AI strategy to optimize processes, elevate user experiences, and foster innovation within customer support. Surpassing the objective of reducing contacts to a live person by 40%, the implementation enhanced efficiency while providing personalized and improved customer interactions.
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