Nicole Batchelor
Director of Customer Experience @ AvantStay
- Role
- Director, Customer Experience at AvantStay
- Location
- Durham, NC, US
- LinkedIn followers
- 500 followers
About Nicole Batchelor
Dynamic and results-oriented leader with extensive experience in customer experience…
Experience
Director, Customer Experience
Apr 2022 — Present
Lead multi-site, multi-channel support operations (phone, email, text, chat, and case management) across properties.• Oversee guest experience, concierge, and compliance teams, managing outsourced partners to uphold brand standards and SLA adherence.• Increased CSAT from 78% to 92% in one year, the highest in company history.• Re-architected CX operations and led migration from legacy SaaS platforms (Kustomer / Talkdesk) toZendesk, creating a unified omni-channel environment.• Built a scalable training program and knowledge base from scratch, embedding it into CRM workflows and improving first-contact resolution.• Introduced AI-driven automation to streamline triage, reduce backlog, and improve productivity by 30%.• Partner cross-functionally with Sales, Product, and Operations to address root-cause issues, strengthen brand reputation, and ensure consistent guest satisfaction.
Education
The Culinary Institute of America
Associate; Bachelor of Professional Studies
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