Nastassya S.

About Nastassya S.

Voted #1 in Customer Service in Books and Photo Printing 2023 by Newsweek! a Customer Support and Experience Leader with more than 15 years of success building and transforming global customer operations. I lead with empathy, authenticity, and a people-first mindset—because I believe exceptional customer experiences start with engaged, empowered teams.Known for pairing compassion with strategy, I’ve built high-performing, values-driven organizations that consistently exceed both customer and business expectations. My approach centers on listening deeply to employees and customers alike, aligning their insights with data, process excellence, and AI-powered innovation to drive measurable impact.At Covercraft, I introduced the company’s first AI chatbot and created new offshore and after-hours teams, expanding service accessibility while improving efficiency, sales, and satisfaction. I also led initiatives that increased First Contact Resolution, drove new revenue streams, and saved over $750K annually through smart insourcing.Previously at Snapfish, I helped earn Newsweek’s #1 in Customer Service award by leading large cross-functional teams and implementing AI for self-service—reducing contacts by 30%, costs by 20%, and raising customer satisfaction to 90%.My expertise spans:Empathetic and Inspirational LeadershipAI and Automation in Customer ExperienceConversational AI, Generative AI & CX AnalyticsCustomer Journey Optimization & Self-Service StrategyGlobal Team Development and BPO Partnership ManagementProcess Design, KPIs, SLA Governance & Operational TransformationVoice of the Customer (VoC) and NPS GrowthI’m passionate about turning customer service into a strategic differentiator—where technology amplifies, not replaces, human connection. I thrive on leading through change, nurturing team growth, and shaping the future of AI-driven, people-powered customer experience.Let’s connect to exchange ideas about building smarter systems, stronger teams, and more empathetic organizations.

Experience

1. Senior Director, Customer Service

   Covercraft Industries, Llc

   May 2023 — Present

   I joined Covercraft as a consultant to modernize its customer service operations and was promoted to Senior Director of Customer Service to lead global CX transformation, AI innovation, and revenue enablement strategies across B2C and B2B channels.Key Highlights:Operational Transformation: Provided strategic direction for the consolidation of 5+ support tools across multiple brands—streamlining workflows, reducing costs, and establishing a foundation for AI-driven scalability and sustainable long-term growth.Cross-Functional Leadership: Partnered closely with Manufacturing, Product, Sales, and Merchandising teams to diagnose pain points and design holistic solutions that improved internal efficiencies, boosted sales, and enhanced overall customer satisfaction.CX Enablement & Process Design: Implemented new tools, processes, policies, and best practices that modernized the customer service function—building a framework for data-backed decision-making, AI automation, and team empowerment.Performance & Accountability: Defined comprehensive Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for call center and support operations to ensure measurable performance and consistently exceed customer expectations.Contract & Vendor Management: Negotiated new service contracts, forecasted contact volume, and led strategic vendor relationships to align CX objectives with financial stewardship.Through empathetic leadership, AI-driven innovation, and a deep commitment to operational excellence, I’ve helped transform Covercraft’s Customer Service organization into a data-informed, growth-oriented, and people-powered center of excellence.

Education

• University of California, Santa Cruz

  Bachelor's degree, Politics

  2003 — 2007

• Harvard Business School Online

  Leadership Principles Certificate, Leadership Principles

  2021 — 2021

Skills

• Digital Media
• Digital Marketing
• Social Media
• Online Advertising
• Public Relations
• Digital Strategy
• Mobile Marketing
• SEO
• Content Strategy
• Integrated Marketing
• Lead Generation
• Content Management
• Advertising
• Media Planning
• Corporate Communications
• Internal Communications
• Mobile Devices
• Broadcast
• Copywriting
• Account Management
• Start-Ups
• Web Content
• Copy Editing
• Video
• Brand Management
• Video Production
• Management
• Broadcast Journalism
• Broadcast Television
• Editing
• Broadcasting