Doug Raplinger

About Doug Raplinger

Customer Experience Operations executive who is passionate about differentiating my organization and my brand in highly competitive landscapes and evolving customer expectations. With visionary leadership, focus on critical variables, leveraging data, process, and technology, I create new value for stakeholders and elevate the employee and customer experience for improved business outcomes.I am skilled in assessing the strengths and opportunities of a team and an organization, engaging them where they are as a starting point for achieving excellence. I thrive on collaborating with teams and stakeholders to define our vision of success, plot our roadmap, mobilize forces around the objective, build momentum, and celebrate milestone successes.My experience transcends industry, always focused on customer experience and achieving better outcomes. I have succeeded in highly strategic roles, mapping the customer journey and designing CRM and CX initiatives to deliver material gain in revenue, retention, and customer satisfaction. I am also an experienced tactician that manages customer facing operations to deliver improved efficiency, KPI results, and employee satisfaction.I leverage technology as a critical enabler for a richer engagement with customers and employees alike; it must amplify our efforts, and simplify and enrich our interactions.My success as a leader is understanding the here and now, but always the aspirations of my customers, employees, and stakeholders and leading the daily charge to realize those aspirations.

Experience

1. Sr Director of Customer Care

   ADT

   Oct 2019 — Present · Dallas-Fort Worth, TX, US

   Leading a grand diverse team of Care professionals in the noble cause of saving lives and livelihoods. Partnering in the latest and grandest transformation of a great American company with a 150 year legacy of service. I lead ADT\'s largest Care channel, leveraging the best BPO partners in the world to deliver value to ADT and our 7 million customers. We are on a journey of transformation, harnessing the accelerating power of technology to deliver incredible customer experiences, and robust, intuitive options for engagement.Relentless in serving my teams and my customers. If I can be of service, please contact me here.

Education

• University of Iowa

  Bachelor of Arts (B.A.), Political Science and Government

Skills

• Customer Experience
• Crm
• Process Improvement
• Customer Journey Mapping
• Telecommunications
• Cross-Functional Team Leadership
• Leadership
• Vendor Management
• Program Management
• Customer Satisfaction
• Training
• Contact Center Management
• Management
• Team Building
• Team Leadership
• Customer Retention
• Call Centers