Michelle Goodman-Miles: Director of Customer Experience
Driving change to elevate the customer experience & guide teams for improved performance.
Seasoned Customer Experience Leader
As a professional Customer Experience Director with over 25 years of industry experience, I specialize in leading teams to exceed performance and optimizing the customer journey. My expertise in CX strategy, process improvement, and team leadership enables me to drive tangible business results for my organization.
WORK EXPERIENCE
With over 25 years of expertise working in the customer experience arena, I have honed my skills as a leader. During this time, I have worked with various organizations ranging from small start-up businesses to large corporations, enhancing journeys for their customers. I am experienced in managing relationships across all levels of the organization, deriving actionable insights from data, and problem-solving in an ever-changing environment. My experience includes leading in-house as well as 3rd party Sales & Support teams in an omnichannel environment.
My extensive experience spans various industries, where I've consistently driven improvements in customer satisfaction, retention, and engagement.
- Renewable Energy (Utility)
- Luxury Retail
- Home Improvement & Construction
- Industrial Coatings
- Industrial Grease & Lubricant Manufacturing for Automotive, Aerospace, Pharmaceutical, & Food & Beverage
- Property & Casualty Insurance
SKILLS
I excel in leading customer experience teams and overseeing the development of training curricula to create impactful customer experience initiatives. I own KPI metrics to develop teams for performance, not only to meet but exceed goals. Developing new hire training programs, online knowledge databases, and continuous skill-building workshops are all within my wheelhouse of expertise.
I have extensive experience in CSAT and NPS feedback analysis, lifecycle journey mapping, and strategy development. Using platforms such as Medallia or Qualtrics, I lead Voice of the Customer programs to drive continuous improvement within my organization.
My Salesforce skills are advanced to create customized CRM solutions to meet the needs of my team. Whether a project involves building reporting, dashboards, homepages, ticketing systems, customized views, fields, or layouts, these are all projects I have led successfully to ensure my team's success.
I also possess strong communication and presentation skills, which allow me to effectively communicate with customers and stakeholders.
About Me
PASSION
During my tenure, I have developed a deep understanding of customer needs and have walked in the shoes of all levels within the CX progression. I truly understand the roles each person within a CX organization plays, and how vital each one is to the success of the team.
My passion lies in creating strategies that drive customer satisfaction and loyalty, which are essential for any successful organization.
LEADERSHIP PHILOSOPHY
Throughout my career, I have demonstrated strong leadership abilities by managing diverse teams and guiding them toward achieving common goals. My approach focuses on collaboration and empowerment, which fosters a productive work environment and enhances team performance.
I believe effective leadership is rooted in empathy & communication. By prioritizing the needs of both customers and team members, I strive to create an environment that fosters creativity and innovation, driving results that align with business goals.
CORE SPECIALTIES
- Omnichannel Customer Support Leadership
- Voice of the Customer Programs
- NPS & CSAT Management
- Customer Journey Lifecycle & Mapping
- KPI Metric & SLA Ownership
- Training & Resource Leadership
- New Hire Program Development & Onboarding
- Salesforce Administration & Development
- Chat & AI Administration
- Medallia & Qualtrics Administration
- Website Development
TRAINING SPECIALTIES
- Empathy & Rapport Building
- Customer De-Escalation
- Overcoming Objections
- Save Strategies & Retention Techniques
- SMART Goal Execution
- Coaching for Performance
- First Call Resolution
- Paradigm Shifts & Unconscious Bias
- Salesforce for CRM Users
- B2B / B2C Sales & Marketing
SYSTEMS & SOFTWARE
- Salesforce (Expert/Admin/Dev)
- Qualtrics & Medallia (Expert/Admin)
- Zendesk & Intercom (Expert/Admin)
- Atlassian, Confluence, & JIRA (Expert/Admin)
- Netsuite
- Adobe
- Five9 (Admin)
- Google Analytics & DOMO
- Microsoft Office / Google Suite (Expert)
- Shopify (Expert/Admin)
- Returnly & Narvar
- SAP