Rob C.
Director, Customer Experience & Operations @Saxx
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WORK HISTORY
Director, Customer Experience & Operations @Saxx
Vancouver, BC, CA
Led Customer Experience strategy & transformation, evolving from an in-house to BPO-supported model.• Reduced CX associated costs by >$1m annualized, through the development and execution of policy and process improvements.• Delivered a 90% reduction in response and resolution times through effective resource planning, workflow optimization and systems enhancements.• Developed automation and AI strategies to optimize 30% of customer contacts while maintaining CSAT targets.
EDUCATION
UBC Sauder School of Business
High Performance Leadership
Durham University
BA
SKILLS
ABOUT ROB C.
Customer Experience • Operations Leadership • Strategy & Planning • Process Improvement • Change Management An experienced customer experience & operations leader with a track record of driving results through operational execution, strategic planning and people leadership. Proven ability to deliver complex projects & operations within timeline and budget commitments. Excels at data-driven analysis & decision making. Energized by connecting teams around shared goals to drive continuous improvement.
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