Caitlin Meyers
Colorado Springs
Summary
Results-driven Senior Customer Experience Manager with over 12 years of experience in customer success, data analytics, and process optimization. Proven expertise in scaling support teams, implementing process improvements, and leveraging data to drive key business initiatives. Certified in Lean Six Sigma (Yellow Belt) with a strong foundation in customer journey optimization, quality assurance, and stakeholder communication. Skilled in workforce management, KPI analysis, and tools like Salesforce, Zendesk, and Jira. Passionate about empowering teams through data insights and process automation to improve customer success outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Manager
Possible Finance
05.2019 - 10.2024
- Data & Insights: Analyzed performance metrics to optimize staffing models, reducing response times and improving customer satisfaction scores by 18% in 2 quarters. Developed and maintained dashboards to track key business metrics, ensuring data quality and integrity across systems.
- Process Optimization and Automation: Led process improvement initiatives, including the 2022 Operations Kaizen event, driving operational excellence and streamlining workflows. Identified automation opportunities to reduce manual work and improve team productivity, including the implementation of AI chatbot.
- Cross-Functional Collaboration: Partnered with executive leadership, product, finance, and legal teams to drive continuous process improvement and align initiatives with organizational goals. Collaborated with third-party vendors to enhance service quality and operational efficiency.
- Quality Assurance: Designed and implemented QA measures that increased agent quality by 10%.
- Training & Development: Expanded leadership structure by appointing 4 team leads, fostering career growth for over 30 employees through targeted training and mentorship.
- Project Management: Accumulated over 5,500 hours of project management experience, leading end-to-end delivery of 7 major projects and providing strategic oversight for dozens more.
Customer Success Manager
Valant
11.2017 - 03.2019
- Client Relationship Management: Acted as the primary point of contact for high-priority clients, ensuring smooth communication and alignment between clients and internal teams.
- Process Improvement: Collaborated with cross-functional teams to customize EMR solutions based on client workflows, enhancing user experience and satisfaction.
- Training & Onboarding: Spearheaded onboarding and training for healthcare providers on EMR software, achieving a 100% adoption rate within 60 days.
- Technical Support: Resolved complex technical issues related to EMR functionality, including troubleshooting software errors and guiding clients through technical processes.
Office Manager
Associated Behavioral Healthcare
04.2016 - 11.2017
- Administrative Oversight: Managed all administrative paperwork, including patient intake forms, insurance documentation, and medical records, ensuring compliance with regulatory standards.
- Program Coordination: Organized group sessions for mental health, chemical dependency, and anger management programs, ensuring seamless operations.
Account Executive
Premera Blue Cross, BCBS Association
07.2015 - 03.2016
- Client Support: Managed top-tier accounts (Microsoft and Amazon), providing exceptional support and maintaining strong client relationships.
- Claims Processing: Facilitated claims processing and adjustments, resolving issues efficiently and accurately.
Tier 3 Technical IP Support Specialist
Comcast
06.2012 - 07.2015
- Technical Support: Provided advanced technical support as a Tier 3 specialist, resolving complex broadband and networking issues for customers, including connectivity, speed, and hardware-related concerns.
- Customer Satisfaction: Delivered exceptional customer service by guiding users through advanced technical procedures, ensuring customer satisfaction and retention.
Education
High School Diploma -
Daniel C. Oakes High School
Castle Rock, CO05-2011
Skills
- Data Analysis: KPI tracking, Amplitude, ROI analysis, Performance Metrics, Excel (pivot tables, lookups, complex formulas), Looker
- Customer Success Tools: Salesforce, Gainsight, Zendesk, Jira
- Process Optimization: Lean Six Sigma, Kaizen, Continuous Improvement, Automation
- Cross-Functional Collaboration: Stakeholder communication, vendor management, team alignment
- Technical Tools: SQL, GSuite, Slack, Asana, Braze, Microsoft Office
Certification
- Lean Six Sigma (Yellow Belt)
- Google Project Management
- PMP (in-progress)
Timeline
Senior Customer Experience Manager
Possible Finance
05.2019 - 10.2024
Customer Success Manager
Valant
11.2017 - 03.2019
Office Manager
Associated Behavioral Healthcare
04.2016 - 11.2017
Account Executive
Premera Blue Cross, BCBS Association
07.2015 - 03.2016
Tier 3 Technical IP Support Specialist
Comcast
06.2012 - 07.2015
High School Diploma -
Daniel C. Oakes High School
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