Suzanne Panzica
Customer Experience Manager @Purolator International
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WORK HISTORY
Customer Experience Manager @Purolator International
Jericho, NY, US
Develop and manage customer experience strategy to align with Purolator International’svalue promise and branding.Delivery of customer experience through multiple channels through coordination withdepartment heads: Supporting TTC and TTM initiatives with specific dept. heads todetermine the best strategy execution and approach to maintain the optimalcustomer experience as well as the highest levels of Employee Engaged throughcollaboration and communicationProject Management related work activities to align with the overall CustomerExperience strategy, specific to those projects/initiatives that have a direct impact on customer experience and our CRR/Lead Supervisor teamDevelop, coordinate and execute customer satisfaction survey program to helpPurolator Int’l achieve its strategic objective of becoming a Customer ExperienceleaderAnalyze customer feedback & insights to develop recommendationsto improve PI’s customer experienceDevelop, monitor and report on key metrics relative to CEM. Key metrics relate toboth internal and external customer touch pointsPlanning/workload and performance assessments to ensure PI has the rightsize/right fit from a personal perspective to deliver on PI’s value propositionUpdate and communicate polices/procedures that support PI’s business practicesrelative to CEMCoordinate quarterly updates to CRR training manual to ensure PI’sCRR/CRRII/Lead Supervisor job activities/functions are kept up to date and reflectedaccurately in a central repositoryProvide functional leadership for companies Client Relationship Rep (CRR) levels and LeadSupervisor teamCoordinate National Team meetings to advance CRR skillset development and foster increasedcollaboration/communicationCoordinate & lead bi-monthly Lead Supervisor team meetings to advance LeadSupervisor skillset development, foster increased collaboration and increased awareness around activities which influence/impact CS team
EDUCATION
Purdue Global
Associates Degree, Computer and Information Sciences, General
Purdue Global
Bachelor's degree, Logistics, Materials, and Supply Chain Management
ABOUT SUZANNE PANZICA
Customers are the lifeblood of all businesses and the customer experience is critical to the success of any organization. However, many organizations struggle when it comes to managing their customers’ experiences and expectations. For a customer experience (CX) strategy to be successful, it must be grounded in data. However, an effective CX program is more than merely knowing who your customers are and what they buy. You also need to know what they value, and how they buy. Today’s customers have more access to information than ever before, and expect an omnichannel experience that is adapted to their specific journeys. I have devoted my career to strategically managing the customer experience and to serving as a bridge between customers and the products and brands I support. I currently serve as Director of Customer Experience with Purolator International. At the intersection of revenue, customers, and technology, my mission is to deliver a positive customer experience at every touch point throughout the customer journey. I am motivated by the opportunity to demonstrate my value through proven performance.
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