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Work Background
Customer Experience Manager
ACCENT DECOR, Inc.Customer Experience Manager
Jul. 2022 - May. 2025• Re-built the customer experience infrastructure from the ground up, including SOPs, KPI measures, and department job descriptions. • Managed bi-coastal customer service teams in Georgia and California, leading team development and operational excellence. • Spearheaded the design and execution of customer journey improvements, resulting in measurable increases in satisfaction and resolution efficiency. • Led cross-functional collaboration initiatives and root cause analysis to identify and solve systemic customer pain points. • Partnered with executive leadership to align customer experience goals with overall business objectives.
Customer Service Manager
CarMaxCustomer Service Manager
Mar. 2021 - Jul. 2022Atlanta, Georgia, United States
Customer Service Manager
IKEA GroupCustomer Service Manager
Mar. 2019 - Mar. 2021East Palo Alto, California, United States
Field Customer Experience Advisor
IKEA GroupField Customer Experience Advisor
Sep. 2017 - Mar. 2019
After Sales Manager
IKEA GroupAfter Sales Manager
Jan. 2016 - Aug. 2017Las Vegas, Nevada • Implement clear strategies and routines to drive sales of service products • Handle onsite customer issues; document and resolve with a sense of urgency • Drive development activities to secure customers meet friendly and helpful co-workers • Analyze and adjust schedules to ensure appropriate staffing to meet business needs • Provide coaching and training to bottom performers through performance management • Coordinated recognition programs to highlight top performers
Team Leader and Manager (Store and Call Center)
IKEA GroupTeam Leader and Manager (Store and Call Center)
Mar. 2009 - Jan. 2016United States• Recruiting, interviewing, training, development, and retention of highly skilled co-workers • Achieve financial results through profitable sales and expense management including payroll • Provide coaching and training to bottom performers through performance management • Partnering with all departments in the business to drive service through the “eyes of the customer” • Take action to support established business objectives and defined goals
Executive Team Leader Guest Experience
TargetExecutive Team Leader Guest Experience
Feb. 2005 - Apr. 2008United States* Champion of total guest experience throughout the entire store * Manage daily operations of guest service team 6 supervisors and 250 team members * Recruiting, interviewing, training, development, and retention of Fast Fun and Friendly team * Achieve financial results through profitable sales and expense management including payroll * Analyzing and adjusting schedules to ensure appropriate staffing to meet guest needs * Provided coaching and training to bottom performers through performance management * Coordinated recognition programs to highlight top performers * Provided weekly communication to Guest experience leadership team to increase service

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