Sophia Browne

About Sophia Browne

I am a customer experience and customer success leader with over 7 years of experience managing complex customer escalations, operational performance, and cross-functional collaboration across North America.Currently, I serve as Assistant Manager of Customer Advocacy Operations at Polestar Automotive, where I lead escalation strategy and service recovery initiatives for complex customer cases across the U.S. and Canada. I directly manage a team of specialists while supporting the operational performance of a 20-person Customer Engagement Center.My work sits at the intersection of customer advocacy, operational leadership, and risk management. I collaborate closely with legal teams, service operations, retailer partners, and financial services stakeholders to ensure consistent resolution strategies and premium customer experience outcomes.Key areas of expertise include:• Customer Success & Customer Advocacy Leadership• Escalation & Risk Management• Partner & Stakeholder Collaboration• Customer Experience Operations• KPI and SLA Performance Management• Cross-Functional LeadershipI am currently pursuing my MBA at Boston University’s Questrom School of Business to further strengthen my strategic leadership and operational capabilities.

Experience

1. Senior Customer Advocacy Specialist

   Polestar

   Jul 2023 — Present · US

Education

• Harvard Extension School

  Master of Arts - MA, Industrial and Organizational Psychology

• Questrom School of Business, Boston University

  Master of Business Administration - MBA

• New York University

  MSW

• Ramapo College of New Jersey

  Bachelor of Arts - BA, Psychology

  2021

Skills

• Data Entry
• Telephone Skills
• Leadership
• Proficient in Microsoft Office, Mac Software, Pro Tools, Social Media
• Inventory Management
• English
• Microsoft Office
• Customer Retention
• Customer Service
• Customer Satisfaction
• Training
• Marketing