Holly Sloan
Head of Customer Experience-ACTEGA North America
- Role
- Head of Customer Experience at Covia
- Location
- Concord, NC, US
- LinkedIn followers
- 500 followers
Experience
Head of Customer Experience
Apr 2025 — Present · Kings Mountain, NC, US
Oversee Customer Service, Customer Master, Pricing Support and Billing teams by inspiring, leading and developing a team dedicated to delivering value to our customers and internal partners.•Handle high-level strategy for team structure and growth plans, collaborate with sales on delivering positive outcomes for our customers, create and monitor goals and KPIs, and identify additional customer opportunities.•Work closely with the Business Line Managers and other members of the Executive Leadership Team to successfully build the customer experience strategy, positioning and messaging while developing a deep understanding of our customers\' needs and opportunities to lead the market in customer experience.•Establish tracking, reporting and KPI metrics for Customer Experience within the company•Develop and implement tools and processes to improve and support customer experiences•Manage the team’s staffing, training and development, as well as execution of action plans to achieve goals and other key performance indicators•Help drive cross-functional collaboration and communication across sales, operations, finance and other support groups to improve overall customer satisfaction and ensure a customer-first approach.•Utilize customer feedback, analytics, and market research to identify trends, pain points, and areas for improvement.•Identify any “at risk” customers and implement a retention focus in support of the customer experience.
Education
University of St.Gallen
Management Development Program
2024 — 2025
State University of New York at Plattsburgh
Master of Science - MS
2023 — 2025
Reinhardt University
Bachelor of Science
2002 — 2003
Skills
- Business Development
- Sales Management
- Pricing
- Sales
- Logistics
- New Business Development
- Key Account Management
- Marketing Strategy
- Retail
- Forecasting
- Strategic Planning
- Product Development
- Negotiation
- Management
- Team Building
- Process Improvement
- Sap
- Contract Negotiation
- Account Management
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