Maureen Shea

Chief Experience Officer @Imperfect Foods

Tucson, AZ, US

Promoted to Chief Experience Officer to support both customers and employees in January 2020 (providing HR and CX leadership until Mar 2021) • Achieved best in class CSAT and FCR goals, delivering an effortless experience • Reduced Customer Care department costs by 50% • Hired and developed a Customer Insights team, responsible for providing insights around TAM, Retention, NPS, Brand Loyalty and customer pain points, including a closed loop feedback process As VP of Customer Experience • Scaled and managed a growing customer care team to deliver the best customer experience for our community • Established a training program, Quality Assurance program, a VoC program and metrics to manage the experience • Advocate for the customer in all business decisions • Built a proactive communication and operational strategy for standard and non-standard situations • Lead cross functional teams to work collaboratively to attack our customers\' pain points • Secured new location in AZ to scale the business economically