Summary
Overview
Work History
Education
Skills
Websites
Highlights And Impact
References
Timeline
Generic

HANNAH ADAMS

Windsor

Summary

Customer-centric and solution-oriented CX leader with 15+ years of experience building and leading high-performing teams. Expert at solving complex operational problems with empathy, clarity, and speed, while anchoring every decision in customer trust. Equally capable of rolling up sleeves or scaling systems, bringing founder-level ownership to CX and people leadership in fast-paced, high-growth environments.

Overview

15
15
years of professional experience

Work History

Senior Manager, Customer Experience

TRUEWERK
Denver
01.2023 - Current
  • Appointed to lead and scale TRUEWERK's CX function into a strategic, insight-driven operation supporting business growth.
  • Reduced contact rate per order from 25% to 10% YoY through AI, self-help, and optimization of existing tech stack at no additional cost
  • Increased NPS by more than 10 points while improving resolution speed and agent effectiveness
  • Built and operationalized a centralized CX reporting system influencing product, promo, bundling, and return strategies
  • Led AfterShip integration with branded tracking and post-purchase email flows, increasing conversion by 3% and generating a new revenue stream
  • Created internal CX intranet and training portal to standardize knowledge, reduce ramp time, and improve agility
  • Promoted three CX agents into other departments through targeted development and visibility
  • Partnered cross-functionally on 3PL transition, GWP enforcement, and fulfillment process improvements
  • Selected by CEO for a high-impact stretch assignment guiding AI adoption in partnership with the Board

Customer Experience Supervisor

Rent the Runway
01.2023 - 12.2023
  • Launched leadership development program resulting in two internal promotions
  • Improved CSAT by 10 points in 30 days through policy and coaching enhancements
  • Designed shift-bid and staffing strategies to meet SLA targets
  • Built CSAT feedback loops reducing repeat contacts and improving first-contact resolution
  • Onboarded new agents to full KPI attainment within three weeks

Project Manager, New Hire Experience (Stretch Assignment)

T-Mobile US
01.2021 - 12.2022
  • Reduced new hire attrition by 25% through onboarding redesign
  • Unified recruiting, L&D;, and operations on a shared enablement framework
  • Applied Agile and ADKAR to improve ramp speed and satisfaction
  • Delivered feedback-based improvements to workforce planning

Team Manager, Team of Experts and Technical Support

T-Mobile US
01.2011 - 12.2022
  • Achieved consistent KPI success while maintaining high morale and retention- Boosted NPS from 76.1 to 81.29 while reducing cost-per-customer through pilot initiatives
  • Led multiple national rollouts and system implementations
  • Served as mentor and SME for leaders and teams, improving performance and culture

Education

College Coursework - Organizational Psychology

Colorado Technical University
01.2022

Fundamentals of Project Management -

Coursera
01.2022

Change Management: Agility Certification -

01.2015

Skills

  • Customer experience strategy and VOC integration
  • Business performance management
  • Market analysis
  • Data-driven decision making
  • Strategic planning
  • Influencing and negotiation
  • Cross-functional coordination
  • Database development
  • Performance evaluation and tracking
  • Hiring and training
  • Leadership development and empowerment
  • Stakeholder alignment and influence
  • KPI reporting and communication
  • AI and automation in CX
  • Project management and change management
  • NPS, CSAT, and FCR optimization
  • Self-service enablement and knowledge management
  • Operational scaling

Websites

Highlights And Impact

  • Prepare and deliver monthly board-level reporting, with insights driving brand strategy decisions.
  • Trusted advisor on VOC strategy and CX performance.
  • Champion of frontline experience and cross-functional alignment.
  • Architect of scalable training, onboarding, and internal knowledge systems.
  • Delivered double-digit NPS improvements and significant contact reduction.
  • Developed talent pipelines with team members promoted cross-functionally.
  • Recognized people leader and culture builder across all levels.

References

References available upon request.

Timeline

Senior Manager, Customer Experience

TRUEWERK
01.2023 - Current

Customer Experience Supervisor

Rent the Runway
01.2023 - 12.2023

Project Manager, New Hire Experience (Stretch Assignment)

T-Mobile US
01.2021 - 12.2022

Team Manager, Team of Experts and Technical Support

T-Mobile US
01.2011 - 12.2022

College Coursework - Organizational Psychology

Colorado Technical University

Fundamentals of Project Management -

Coursera

Change Management: Agility Certification -

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