Rebecca G.

About Rebecca G.

When service operations are broken, I build the systems, teams, and strategy that fix…

Experience

1. Senior Manager, Consumer Care

   Pacific Cycle - Schwinn & Mongoose

   Feb 2021 — Present · Madison, WI, US

   Lead the end-to-end strategy and operations for consumer care for Schwinn and Mongoose brands, managing a blended in-house and outsourced team supporting North America. Own CX strategy, budget, and continuous improvement across phone, email, SMS, chat, social, and web self-service.Key Achievements:• Developed a multi-year consumer care roadmap aligned with business priorities, balancing service excellence, efficiency, and brand voice.• Led full contact center transformation in response to pandemic-driven volume spikes—initiated BPO partnership, revamped call routing, tiered support, and training to restore SLA performance and build a scalable, future-ready service model.• Improved phone SLA from 56%(2021) to 88%(2025) under a stricter 80/25 target; reduced call abandonment from 10% to 2% via outsourcing, Talkdesk, and workforce management.• Launched SMS and chat to expand digital support, improving agent productivity and cutting response time from 38 to 12 hours.• Deployed Talkdesk to replace legacy telephony, enabling workforce management and real-time SLA tracking; post-call survey launched in May 2024–consistently achieving 90%+ top-2-box CSAT.• Created Zendesk agent knowledgebase and public Help Centers, deflecting 10% of email volume through self-service content and guided workflows.• Drove full adoption of contact documentation in Zendesk, establishing consistent taxonomy and categorization to ensure data integrity and powering a VOC dashboard that transforms raw service data into enterprise-wide insights—driving product, quality, and CX improvements through closed-loop feedback.• Manage the company’s largest departmental budget (~$500K), aligning spend across staffing, vendors, and tech.• Collaborate with Product, Marketing, Legal, and Ecomm to ensure care strategy supports product feedback, brand alignment, and loyalty.• Reduced team attrition from 68%(2022) to 0%(2025) by fostering a culture of empathy, empowerment, and growth.