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FRANCIS ASHU

FRANCIS ASHU

Senior Manager, Customer Experience & Operations

Gaiam

Greater Denver Area, us

Customer Experience | Contact Center Technology Expert | Empowering Team Leader | Budget Planning and Strategy | Business Operations Analyst ► Transform Customer Service Culture ✔ Increase Customer Satisfaction and Loyalty ✔ Identify and Improve Operational Efficiencies ✔ Solution-focused Project Management ✔

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Gaiam

Senior Manager, Customer Experience & Operations

Gaiam, Inc
Louisville, CO
Senior Manager, Customer Experience and Operations.
Full time - Feb 2016 to present

In addition to responsibilities as Customer Relations/ Contact Center Manager , stepped into role as Operations Manager for Gaiam/ SPRI Direct To Consumer services .The additional functions are as follows

• Responsible for budget planning and forecast for fulfillment of orders to customers ( fees, supplies, freight)
• Monitoring and managing the quality and performance of D2C orders' fulfillment process ( SLA’s, quality control, inventory accuracy)

Gaiam

Customer Relations Manager

Areas of responsibility include:
• Performance management of all customer service personnel ( internal and remote) as well as auditing the performance of all systems impacting the customer experience (Telephony, CRM software, Web experience, Quality of services and products )
• Contact Center technology configuration and administration : Configure Contact Center applications and Design interactions' routing strategy for omnichannel customer support ( phone, emails, chats, social media)
• Research and Lead the implementation of new processes and systems designed to improve customer service satisfaction with the assistance of internal and external vendors
• Create and manage yearly budget strategy for D2C Customer Service
• Implement customer experience improvements - identify and root out inefficiencies and detrimental business practices.
• Train new hires, as well as provide ongoing product training to the entire customer support team