Jeff Kinsel

About Jeff Kinsel

With a profound expertise in Customer Relationship Management (CRM) and a track record of propelling customer retention, I lead 12twenty\'s customer experience team towards exemplary service standards. My leadership has cemented relationships with top international universities, ensuring 98% gross churn and a net negative churn rate. At Canopy, I honed my competencies in streamlining onboarding processes and fostering team development. We minimized annual churn from 45% to 1.6% and significantly improved onboarding completion rates. My strategic approach has consistently delivered scalable solutions that enhance customer loyalty and satisfaction.

Experience

1. Head of Customer Experience

   12twenty

   Dec 2021 — Present · Santa Monica, CA, US

   Leading and overseeing onboarding, retention, and support teams for university career services customers and ensuring revenue retention, upselling and expansion, and customer satisfaction- Hired, trained and managed team of 4 CSMs, 4 Implementation/Product Specialists, and support staff- Maintained 98% gross churn, and net negative churn- Managed enterprise relationships with top 20 international universities- Deploy and manage department budget and allocation- Innovate new processes, technologies, and interdepartmental relationships to reduce the impactof human capital in high customer retention and satisfaction

Education

• Southern Utah University

  BS, Communications, Broadcasting/Advertising

Skills

• Event Planning
• Microsoft Word
• Team Leadership
• Leadership
• Team Building
• Program Development
• Management
• Powerpoint
• Microsoft Excel
• Social Media
• Public Relations
• Writing
• Customer Service
• Student Affairs
• Marketing
• Facebook
• Microsoft Office
• Public Speaking
• Research
• Social Networking
• Event Management
• Fundraising
• Marketing Strategy
• Higher Education
• Leadership Development
• Editing
• Strategic Planning
• Training
• Advertising
• Nonprofits
• Grants
• Teaching
• Time Management