Zeni Bandy - Fractional CXO, Self-employed

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Work Background

Self EmployedFractional CXO

Oct. 2022Paris, Île-de-France, France● Working with Babonbo, an Italian-based dual-sided marketplace to rent baby gear to traveling families ● Performed an audit of the overall customer experience identifying key issues to address with proposed projects to address ● Rebuilt customer support workflows to improve efficiency and launched CSAT to establish a benchmark ● Identified and implemented critical processes and improved the provider experience, including the damage protection program and provider training ● Provided direction on the new provider onboarding flow and advice on new website and app experience

api.videoHead of Customer Support and Success

Sep. 2021 - Dec. 2022Paris, Île-de-France, France● Streamlined and increased efficiencies in the client migration process from old product SaaS to new API product cutting, reducing existing clients on the old platform. ● Personally managed a client roster of VIP clients such as Bauer Media, Tract.app and HEC. ● Rebuilt CS team culture, which significantly increased team morale and boosted team productivity ● Improved median FRT by 93% from 1h 13min to 5 min in 4 months ● Established CS presence in the company to become a stakeholder in various cross-team projects with Marketing, Engineering, and Product

On DeckFellow

Oct. 2020 - Dec. 2020Paris, Île-de-France, FranceThe On Deck Fellowship (ODF) is a 10-week virtual program giving access to a network of 200+ talented founders from all over the world (and Europe now!) who are all in the early stages of working on their next company. ‍ ODF is the perfect place to explore one or multiple ideas, meet a co-founder, and build on an early concept.

Self-EmployedOperations Consultant

May. 2020 - Sep. 2021● Mentored a group of e-comm entrepreneurs through the Black Ambition program, with a mentee winning the grand prize of $250k ● Structured and built client onboarding and content management systems for a US-based marketing agency ● Launched a new e-commerce brand. Responsible for hiring and managing contractors, vendor relationships, website, and fulfillment operations ● Provided native English copyediting and positioning for a French-based ed-tech startup for a blog, email, and the mobile product. ● Pitch deck refinement and coaching for a French/US-based hospitality startup. ● Built and managed IG profile for a company specializing in beard grooming to +4.5k in 3 months.

BelongHead Of Customer Experience

Jan. 2019 - Jul. 2019Palo Alto, CAI was brought in on the executive team at an Andreesen Horwitz startup, Belong pre-launch. Belong, a dual-sided marketplace in property management. During my tenure, I launched and customized the CRM and structured the relationship between sales and customer success. I also designed the homeowner onboarding program and oversaw resident acquisition and processing. Under my direction, the team grew from 0 to 8 which included a customer success manager, the remote-based 24/7 customer care team. ⬪ Hired on the Executive Team to build out the Member Experience Operation from scratch at an A16Z startup ⬪ Structured and built a globally-distributed 24/7 Customer Support team and a domestic Customer ⬪ Designed and implemented Belong’s homeowner onboarding program which established initial processes for member intake, home setup, and ongoing communication. ⬪ Established and executed Resident Placement & Onboarding which included field operations throughout the San Francisco Bay Area, California. ⬪ Launched and implemented Zoho CRM company-wide, customized workflows, and optimized handoff between Sales and Customer Success teams.

Kettle & Fire Bone Broth - Shelf Stable Organic Bone Broth Director of Customer Experience

Sep. 2017 - Nov. 2018San Francisco Bay AreaAt my first VC-backed startup, Kettle & Fire, I built and scaled a globally-distributed team of 16 FTEs and contractors, oversaw 9,000 customer conversations per month on Zendesk, and implemented various customer engagement and retention projects. I also launched revenue-generating community-building programs focused on increasing customer satisfaction, retention, loyalty, and word-of-mouth marketing. Kettle & Fire was the most successful startup in their Chobani Incubator class because of their unique go-to-market strategy. Unlike other food product companies, Kettle & Fire focused on growing online sales and subscriptions online before expanding its retail footprint to over 2,500 stores nationwide. This contributed to their success in the category, leading retail sales velocity during my tenure. In my role as Director of Customer Support, I reported to C-level, set team OKRs and individual KPIs, structured the team and HR policies, and managed the department budget. ⬪ A D2C subscription model, VC-backed CPG company ⬪ Maintained a consistent CX across all touchpoints with CSATs ranging from 93% to 100%. ⬪ Developed and managed CX program - Developed FB community challenge exceeding our revenue goal by +300%, deployed NPS program capturing +4000 responses and other VOC’s, expanded the unboxing program. ⬪ Led the customer service department focusing on team management, experimentation, data analysis, and optimization. ⬪ Redesigned team structure and processes increasing CSR productivity, and reducing FRT by 75%. ⬪ Built and scaled overseas recruitment and onboarding programs while maintaining a 100% team retention. ⬪ Launched, managed, scaled 6 new channels including FB moderation reviewing over 19k FB Ad comments. and Amazon Support both with the goal of improving brand perception and reputation in these channels.

Kettle & Fire Bone Broth - Shelf Stable Organic Bone Broth Customer Support Manager

Aug. 2016 - Sep. 2017San Francisco Bay Area⬪ Directly recruited and grew a Philippines-based CS team from 0 to 5, reducing costs by 30% and maintaining a 93% CSAT average throughout the expansion. ⬪ Established and scaled workflows and processes in order to provide training materials for new hires. ⬪ Reduced FRT by 85% in 2 months by creating data reporting infrastructure and establishing the department and individual KPIs. ⬪ Increased real-time customer conversations from 500 calls per month to 2,500 customer conversations by launching live chat with Intercom.

Kettle & Fire Bone Broth - Shelf Stable Organic Bone Broth Customer Service Representative

May. 2016 - Aug. 2016San Francisco Bay Area⬪ Second hire in the company and first hire in the CS org. Responsible for building the CS Playbook for a high-growth, subscription-based, direct-to-consumer, fast-moving consumer goods (FMCG) company. ⬪Launched and managed the Zendesk Help Center with multiple articles appearing in top Google search results with +4,000 unique views per month. ⬪Structured Zendesk workflows to reduce Ticket Handling Time and established KPI benchmarks.

Self EmployedSocial Media Freelancer

Jan. 2016 - May. 2016San Francisco Bay AreaBuilt and managed IG profile for a company specializing in beard grooming to +4.5k in 3 months.

Healthy HatCo-Founder

Oct. 2015 - May. 2017San Francisco Bay Area⬪ Launched a nutritional cooking program designed to empower women and families to eat healthier. ⬪ Ran voice of the customer campaigns to assess market opportunities and inform product strategy. ⬪ Partnered with a local culinary school to recruit and develop chefs for Healthy Hat’s pilot program. ⬪ Launched a FB Page and captured +15k video views in 15 days and grew IG account to +8k followers. ⬪ Accepted into WilmerHale’s Quick Launch Program and GrowthX’s Startup Week Program.