Michael Vroom
Director of Customer Experience @Marolina Outdoor, Inc.
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WORK HISTORY
Director of Customer Experience @Marolina Outdoor, Inc.
Charleston, SC, US
EDUCATION
Rutgers Business School
MBA, Marketing and Global Business
Alliance University
B.S., Organizational Management
SKILLS
ABOUT MICHAEL VROOM
With over a decade of experience in customer service leadership and operational strategy, I am driven by a commitment to elevating customer experience and enhancing operational efficiency. My career has been dedicated to transforming service frameworks, leading dynamic teams, and delivering strategic solutions that enhance customer satisfaction and drive revenue growth. With a proven track record across the retail and e-commerce sectors, I thrive on making customer service a competitive advantage for my organizations. My background is well-rounded, with hands-on experience in everything from customer success strategy and P&L oversight to AI integration and regulatory compliance.Whether negotiating contracts, steering C-Suite engagements, or streamlining e-commerce operations, I approach every project with a commitment to excellence and a customer-first mindset. In my most recent role as the Senior Director of Customer Service for UNTUCKit, I oversaw the growth and operational transformation of the customer service function, scaling the team from a small in-house group to a decentralized network.A few of my career highlights include: • Pioneered a voice AI solution that optimized the processing of high-touch customer cases, improving overall efficiency by 25% while serving as the Senior Director of Customer Service.• Boosted sales performance by 20% by initiating impactful training programs for inexperienced sales staff at MunchAdo.• Revitalized an underperforming business unit, transforming from an operating loss to the top quartile in regional profitability as the Branch Manager of Enterprise Rent-A-Car.\"Your most unhappy customers are your greatest source of learning.\" — Bill Gates
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