Félicia Côté-Floyd
Customer Experience Manager @Good Protein
Signup · Get unlimited contacts
WORK HISTORY
Customer Experience Manager @Good Protein
Montreal, QC, CA
Promoted to Customer Experience Manager to lead CX strategy, team growth, and operational execution. I now own decision-making across support processes, inventory-informed actions, and cross-functional alignment with Marketing, Ops, and Logistics.Key highlights:Team Leadership- Oversee CX team operations, ensure timely and thoughtful support across all channels, and mentor team members on consistency and tone.Escalation Handling- Personally manage high-impact or complex tickets (e.g. refunds, subscription issues, exceptions outside standard policy).Inventory-Driven CX Decisions- Align support actions (e.g. swaps, holds, cancellations) with real-time product availability in collaboration with inventory operations.Support AI Enablement (Gorgias)- Contributed to the setup and rollout of a support AI agent in Gorgias to help the CX team manage workload and improve customer service speed and consistency.Tool Evaluation & Logistics Projects- Participated in large-scale CX and logistics initiatives, including evaluating and implementing a new post-purchase experience platform through a formal RFP process to improve tracking visibility and fulfillment communication.Role Creation & Hiring- Identified gaps in CX-logistics coordination and designed the Delivery Specialist role. Led hiring and onboarding to better support fulfillment-related customer issues.Workflow & Policy Optimization- Audit and refine CX processes to reduce inefficiencies and friction (e.g. hold reasons, return policy clarity, exception handling).Cross-Functional Communication- Serve as CX’s voice with Marketing and Ops teams to align on promos, launches, and recurring customer feedback.
EDUCATION
Sungkyunkwan University
Bachelor of Business Administration (BBA), Exchange student
École des sciences de la gestion (ESG UQAM)
Bachelor of Business Administration (B.B.A.), CPA-CMA
Dawson College
Diploma of College Studies, Social Sciences - Commerce
SKILLS
ABOUT FÉLICIA CÔTÉ-FLOYD
With over five years of professional experience, I specialize in customer experience leadership, team mentorship, and operational alignment to deliver exceptional support. I lead initiatives that balance customer satisfaction with business goals, aligning closely with marketing, operations, and logistics teams. Passionate about streamlining processes and fostering collaboration, I aim to create customer-centric strategies that reflect organizational values while empowering the team to succeed. At Good Protein, I oversee the customer experience team, ensuring timely and empathetic support across multiple channels. Collaborating with cross-functional teams, I drive inventory-informed decisions and handle escalations involving complex cases. My role emphasizes strategic improvements, operational execution, and mentoring, all aimed at enhancing the customer journey and contributing to Good Protein\'s mission.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.