Rachel Morris

About Rachel Morris

I’m a passionate leader focused on driving business growth through exceptional customer service and experience. With a proven ability to innovate and improve processes, I thrive on creating strategies that deliver value for both customers and businesses.I lead with empathy, foster collaboration, and focus on continuous improvement to build lasting customer relationships and drive results.Specialties: Customer Service | Customer Experience | Team Leadership | Process Improvement | Strategic Planning | Revenue Growth

Experience

1. Director of Customer Service and Experience

   TireHub

   Jun 2025 — Present · Columbus, OH, US

   Responsible for shaping and executing TireHub’s customer service and experience vision to drive customer satisfaction, loyalty, and long-term value.Lead the strategy, operations, and performance of the customer service organization, fostering a culture of accountability, empathy, and excellence.Create and implement scalable service models, tools, and processes that enhance the end-to-end customer journey.Serve as the voice of the customer across the organization—leveraging data, feedback, and frontline insights to identify trends, surface critical issues, and inform strategic decisions.Partner cross-functionally with Sales, Operations, Marketing, and IT to design and execute customer-centric improvements that elevate both experience and operational efficiency.Own key metrics related to customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and service-level performance.Champion continuous improvement by identifying service gaps, launching initiatives to close them, and measuring results to ensure measurable impact.

Education

• Ashland University

  MBA, Project Management

  2012 — 2015

• The University of Toledo

  BBA, Marketing, Professional Sales

  2004 — 2008