Michael Casanova
Head of Customer Success Happiness @Mia Aesthetics
Signup · Get unlimited contacts
WORK HISTORY
Head of Customer Success Happiness @Mia Aesthetics
Moline, IL, US
Key Responsibilities-Lead the enhancement of customer experience and employee efficiency at MIA Aesthetics-Manage and refine customer-related processes for efficient and effective service delivery-Develop and implement comprehensive training programs focused on customer engagement and service excellence-Oversee the management of customer information systems to ensure accuracy and confidentiality-Align internal and external communications for consistent brand representation and engagement strategies-Act as the primary point of contact for escalated customer issues, ensuring swift and satisfactory resolutions-Initiate and drive business improvement strategies to reduce employee attrition and enhance customer lifetime value-Develop and implement tactics to increase the Net Promoter Score (NPS), focusing on customer satisfaction and loyalty-Create programs to promote repeat business and strengthen long-term customer relationships.Skills & Expertise:Leadership and team managementStrategic planning and executionCustomer relationship managementData analysis and decision makingCommunication and interpersonal skillsProblem-solving and conflict resolution
EDUCATION
Robust IT
Java Programing Certification, Java
Udacity
iOS application programming, iOS xcode development and java coding
ABOUT MICHAEL CASANOVA
I am a seasoned Senior Business Management professional with over a decade of experience in enhancing operational efficiency and steering organizations towards achieving excellence. As the current Head of Customer Experience at Mia Aesthetics, I have been instrumental in transforming our customer engagement strategies.Starting from scratch, I developed performance KPIs tailored to drive service excellence. I implemented a robust escalation process and comprehensive executive reporting systems, which have significantly elevated our organizational ranking and improved public perception. My work has been pivotal in integrating advanced CRM solutions, establishing sophisticated dashboard systems for real-time monitoring, and enhancing decision-making through detailed outlier and ranking reports.My expertise in streamlining complex business processes and leveraging cutting-edge technologies enables me to effectively align operational frameworks with strategic business goals. Having led diverse teams across global markets, I possess a deep understanding of multicultural dynamics and excel in fostering environments where cross-functional teams can thrive and achieve unified objectives.Key career highlights include:Spearheading the development of a strategic alignment among national VP leaders, reducing employee churn by enhancing engagement and coaching, and saving $3.9 million in training and onboarding costs.Revitalizing leadership training programs for retail management, which led to a quarterly increase of $1.4 million in sales by surpassing national performance averages.Reducing training production and delivery timelines through effective leadership programs, achieving a cost reduction of $1.4 million.I am passionate about using my skills to foster environments of growth and innovation. I invite you to connect with me to explore potential collaborations, exchange industry insights, or discuss how we can drive mutual success. I am always open to making meaningful connections and sharing best practices in customer experience and operational management.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.