Kristen Schaefer
Customer Experience & Service Manager @Kia America
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WORK HISTORY
Customer Experience & Service Manager @Kia America
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
University of California, Berkeley
Bachelor's degree, Political Science and Government
SKILLS
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.
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