Bethany Skaff

About Bethany Skaff

Over 10+ years in CX, I\'ve learned that loyalty isn\'t earned in big moments - it\'s built…

Experience

1. Director of Customer Experience

   Homage

   Oct 2014 — Present · Columbus, OH, US

   Leading the customer service team in creating an impactful experience for customers, I have scaled the team and systems to support business growth while maintaining the brand’s customer-centric mindset. This includes driving the introduction of AI functions, the curation of special customer moments, and the evolution of the post-purchase experience.Responsibilities and Contributions:• Built out customer service department, creating processes and a culture that empower representatives to efficiently resolve inquiries, all while connecting customers to the stories we tell through our graphics and content.•Implemented AI and automation utilization to create team efficiencies, promote scalability, and reserve agents for more complex or personal interactions.•Aggregate and disseminate customer data to other departments to identify opportunities for improved efficiencies and overall customer experience.• Implement system changes that impacted daily workflows company wide.• Manage team of customer service representatives, leading performance and best practices based on KPIs and accountabilities.• Drive revenue and build brand loyalty by creating a personal customer experience that removes barriers to purchase.

Education

• Miami University

  BA, Psychology, Minor in Entrepreneurship

  2005 — 2009

• Miami University Dolibois European Center

  Study abroad program through The Richard T. Farmer School of Business

  2007 — 2007

Skills

• Leadership
• Social Media
• Management
• Social Networking
• Start-Ups
• Marketing