Tristen Clements
Customer Experience Manager @Thrive Causemetics Inc.
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WORK HISTORY
Customer Experience Manager @Thrive Causemetics Inc.
Core Responsibilities\\\\n\\\\n-Manage a team of Customer Experience Team Leads and Advisors by assigning deliverables, monitoring contacts for accuracy and alignment to company values and policies.\\\\n-Provide vision and clarity to direct reports to ensure they’re prioritizing projects and responsibilities to meet team goals.\\\\n-Provide cross-functional support for teams such as Marketing, Technology, Operations, and Product Development.\\\\n-Check-in regularly with individuals and teammates to have a strong pulse on team engagement and foster a productive and highly engaged team.\\\\n-Field questions from the team and customers, recommend best practices to address concerns, and juggle a variety of competing priorities with ease.\\\\n-Lead the charge on hiring for the team consistently hitting hiring and employee retention goals for Customer Experience.\\\\n-Assist in onboarding and training of new Customer Experience team members.\\\\n-Build out career paths for all levels of Customer Experience team members.\\\\n-Work with Team Leads to regularly monitor phone, email, and live chat volume to ensure the team is delivering incredible experiences by meeting quality + metric goals, and channel service levels.\\\\n-Analyze the performance of the Customer Experience team and provide feedback to Team Leads.\\\\n-Review and act on feedback provided by team members for a wide range of subject matters to ensure that the voice of the customer and employees is heard across the organization.\\\\n-Lead team meetings and facilitate feedback discussions.\\\\n-Work closely with our CX Operations team to recommend and monitor upcoming system improvements based on the team\'s feedback.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
San Francisco State University
Bachelor of Arts (BA), American Studies/Women and Gender Studies
ABOUT TRISTEN CLEMENTS
Customer service and operations professional with a 10 year background in the…
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