Kristen Schaefer
Customer Experience Leader | Expert in CX Strategy, CRM Optimization & Training | Enabling Scalable, Data-Driven Solutions
- Role
- Customer Experience & Service Manager at Kia America
- Location
- Orange, CA, US
- LinkedIn followers
- 500 followers
About Kristen Schaefer
CX and service strategy leader with 10+ years of experience improving customer satisfaction, retention, and operational efficiency across the U.S, Canada, and Mexico. Proven track record of aligning cross-functional teams, optimizing CRM systems, and executing high-impact training and loyalty initiatives. I thrive on solving complex customer challenges with scalable, data-driven solutions and am currently pursuing remote opportunities in CX, implementation, or program leadership.
Experience
Customer Experience & Service Manager
Sep 2022 — Present · Irvine, CA, US
Drive CX and service strategy across North America, advancing customer retention, service performance, and operational efficiency.Lead loyalty, satisfaction, and retention programs using VOC insights and cross-functional alignment.Developed AI-enabled dashboards to track performance trends and uncover service and satisfaction gaps.Modernized CRM-integrated service tools and incentive campaigns to elevate customer loyalty and digital engagement.Act as regional lead coordinating with global HQ, ensuring alignment on strategic priorities and vehicle launch readiness.Oversee KPIs for training, certification, and recognition programs to enhance frontline service quality.
Education
Yonsei University
Study Abroad, Political Science and Government, Korean Language
2011 — 2012
University of California, Berkeley
Bachelor's degree, Political Science and Government
2009 — 2013
Skills
- Legal Writing
- Paperless
- Records Management
- Case Management Services
- Data Analysis
- Medical Records
- Proofreading
- Legal Research
- Microsoft Office
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