Timothy Rollins
Customer Experience Leader | Drives Sales Transformation | Team Builder | Operations Planning Executive | Intuit, Custom Ink
- Role
- Director Loyalty Operations at SimpliSafe
- Location
- Fredericksburg, VA, US
- LinkedIn followers
- 500 followers
About Timothy Rollins
A seasoned leader with over two decades of experience in customer success and operations, I\'ve honed my skills as a well-rounded leader and P&L owner. I excel in fostering strong relationships across executive leadership and C-suite clientele, while adeptly guiding matrix and hierarchical organizations towards global best practices. My relentless pursuit of innovation aims to elevate both team and customer experiences, crafting visionary strategies and driving their execution with excellence.Throughout my career, I\'ve had the privilege of working with Fortune 100 companies that prioritize employee engagement and customer satisfaction. I\'ve learned invaluable lessons from inspirational leaders who understand the importance of creating promoter experiences that foster long-lasting relationships with both team members and customers. Their guidance has shaped my leadership philosophy, emphasizing the power of engaged teams in creating memorable customer experiences.During my tenure at Intuit, I supported the implementation of the Net Promoter Survey metric in 2004, contributing to the company\'s success in winning multiple CX awards. At Custom Ink, I spearheaded the integration of technology to optimize operational efficiency, leveraging solutions such as workforce management tools, telephony systems, AI-driven customer intelligence, and incentive compensation tools to enhance team performance.My experience spans supporting various functions including sales, service, support, operations, user experience design, process improvement, and customer experience enhancement. In each role, I\'ve facilitated transformative initiatives that simplify processes and drive continuous improvement in engagement, customer experience, gross margin, and savings.Areas of Expertise:> P&L Ownership, Financial Management > Leadership Development & Organization Design | Team size up to > Effective Cross-Functional Influence in Complex Environments > Customer Experience Management, Loyalty, & Net Promoter | CX & NPS > Customer Insights & Measurement | VOC > Continuous Process Improvement | Six Sigma | Toyota Production System > Sales, Customer Service, Customer Care, and Contact Center Operations > Customer Segmentation & Insights, Omnichannel Customer ExperiencesIn essence, I am a results-oriented executive with a proven track record of delivering significant business value through service delivery. Let\'s connect.
Experience
Director Loyalty Operations
Dec 2024 — Present · Richmond, VA, US
Responsible for the strategy and execution of customer loyalty initiatives, with a strong focus on team engagement, retention, customer lifetime value, and operational excellence.
Education
Elon University - Martha and Spencer Love School of Business
Bachelor of Arts - BA
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