University of Denver

Grow Therapy

Head Of Customer Operations

Series-B, privately owned and CEO-led, The Pro’s Closet is a high-growth e-commerce marketplace company at $100M annual revenue. As Head of Customer Experience, I lead a team of 3 different departments in both a virtual contact center and an in-person retail store. Currently maintaining 30% revenue attribution with a less than 8% product return rate through our sales, support and retail departments. Responsible for managing an $4M operating budget for the department. As a crucial member of the leadership team, I collaborate effectively with all C-Level executives to assess the impact of growth on current and upcoming processes and procedures while maintaining the voice of the customer. 

• Spearheaded the inception of OKRs within the company framework, creating a cohesive roadmap in conjunction with all department heads, along with the implementation of personal OKRs for individuals.
• Structured career pathing and performance of the team by devisings a talent acquisition and retention strategy, resulting in 20% of workforce moving cross departmentally or into leadership positions. 
• Iterated and improved upon current success metrics of each department, including CSAT, SLA’s and revenue attribution by revamping workflow of the team, resulting in a 10% efficiency gain. 
• Established a structured training program for new hires and revitalized the entire recruitment process.
• Created staffing model based upon business needs, along with overseeing all scheduling requirements. 
• Maintained world class customer service model through 2 reductions in workforce (due to macroeconomic conditions) by creatively restructuring workflow and investing in the employee experience and culture, resulting in a 20% efficiency gain for current staff.
• Key driver in the scoping, contract negotiation & implementation for company wide contact center.
• Tech Stack: Shopify, Zendesk, G-Suite, Aircall, Quicksight, Monday, Confluence, Calendly

The Pro's Closet

Head Of Customer Experience

Series-B, privately owned and owner-led, Hotel Engine is a high-growth travel tech company at $300M annual revenue YTD. As Head of Member Experience, I lead a team of 80+ domestic and international employees in a high-volume, 24/7 customer contact center. Maintained 250% YoY growth on case volume my department manages an average of 45k contact cases per month. Responsible for managing an $8M operating budget for the department. 

• Leveraged expertise in the field to expand CSAT system, including feedback loops for both negative and positive feedback to improve the overall customer experience. 
• Created SLA’s, workflows, and operational functionality to distribute workload in a strategic and consistent order amongst three channels: email, chat, and phone. 
• Developed talent acquisition/retention strategy and forecasting model, increasing team from 14 to over 80 employees in 12 months. Created formal training program for new hires and revamped hiring process. Decreased attrition rate by over 15% and created goal pathing to elevate internal movement by 30% in both leadership and cross-team opportunities.
• Conceptualized and launched new customer experience approaches aimed at increasing automation and unlocking efficiency for the business, including implementing two new teams within the department to adapt for fluctuating business needs.
• Key driver in the scoping and contract negotiation for a companywide telephony system upgrade and integration.
• Tech Stack: Salesforce, Looker, Asana, Intercom, Confluence, Workramp, Microsoft 365, Vonage

Hotel Engine

Head Of Member Experience & Customer Support

Series-E, privately owned and founder-led, Evolve is redefining vacation rental management for homeowners and elevating vacation rental experiences for travelers, partnering closely with Airbnb & VRBO. As Director of Reservations, I oversaw a team of 50+ employees and 4 managers/sr. managers navigating upwards of 40k travel requests per month. Responsible for $1Billion+ in revenue & an average of 78% YOY growth.

• Created lead distribution system, increasing efficiency by 15% and a close rate of 25% for outbound calls & a 90% answer call percentage. Exceeded all service level agreements (SLA) for the team, including a response time of over 50% of leads within the first 15 minutes of RFP.
• Held the highest employee satisfaction scores and retention rate amongst the company. Achieved this through the development of career pathing, mentor programs, and continual project iterations aimed to improve employee experience and increase internal promotions/transfers. 35% of employees promoted internally to other leadership positions. 
• Successfully orchestrated two companywide reorganizations of over 100 people to maximize efficiency amongst sales team, increasing both revenue and customer experience.  
• Managed pandemic response team consisting of 175 people and a backlog of 27k customer support tickets. Organized specialized groups to distribute work based on ticket priority and age. Worked closely with C-Suite to develop crisis management protocol and successfully rolled out new procedures among multiple teams. 
• Developed and distributed companywide travel benefit program. Cross functionally worked with CPO and VP of Operations to create structure from scratch for over 500 employees. Created internal booking system, company policy, and guidelines. 
• Facilitate training on proprietary customer service concepts to continually improve and iterate on messaging and communication techniques throughout the company.
•Tech Stack: Salesforce, Sisense, Gsuite, Natterbox, Zoom

Evolve Vacation Rental

Director, Reservations 

Early stage startup in the luxury hospitality industry. Improved company's overall close rate by 7% from FY 2013 – 2016.
• Created all internal sales processes and procedures. Worked closely with Salesforce developers and systems architect to develop pipeline management. Developed and facilitated all sales training and skill sessions.
• Maintained a close rate of 22% of returning customers by partnering with Marketing team utilizing cold calling campaigns, drip campaigns, and phone campaigns. 
• Built team of 5 Sales Development Representatives from the ground up, resulting in sales increase from $0-$6m in one year.

Club Holdings, LLC

Director of Sales/General Manager

Managed 26 sales representatives and dealers across the USA and Canada for a startup furniture company. 
• Conducted competitive and market analyses to better position brands within the market, leading to the introduction of three international brands to the North American site and event furnishings market.
• Created and managed trade show program with 15 events that generated 20% of overall sales. 
• Designed website, marketing collateral and product specification materials.

Olivia Marciniak