Chandi Gracey

Customer Experience and Operations Executive @SamaCare

United States💰 Investor & VC🔥 Startup Founder💸 Marketing✔️ IT✨ Business Owner📝 Influencer or Blogger💼 C-level Executive👍 Sales & BizDev🗿 HR⚖️ Legal🐦 Design🧨 Consulting🎥 Entertainment🏦 Finance🧮 Education🏐 SportsCOOBrand Marketing ManagerCommunications ManagerContent ManagerEmail Marketing ManagerEvent ProducerBrand DesignerAccount ManagerSales ManagerHR Generalist🎓 StudentGraduate StudentAdvisor

Chandi Gracey is a seasoned Customer Experience and Operations Executive at SamaCare, a company dedicated to revolutionizing healthcare through technology. With a knack for enhancing customer experiences, she has established her prowess in driving operational excellence within the healthcare sector. Prior to her role at SamaCare, Chandi held various leadership positions in customer service and operations management, where she honed her strategic planning and team leadership skills. Her expertise includes customer relationship management, strategic planning, and process improvement. Chandi's dedication to delivering superior customer service and her passion for healthcare innovation have made her a valuable asset to the SamaCare team. Her leadership continues to drive the company's success in providing top-notch, technologically advanced healthcare solutions.

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Work Background

SamaCareCustomer Success and Operations Executive

Jun. 2022San Francisco Bay AreaReporting directly to our CEO, focused on building and scaling customer success & operations for this rapidly growing business organization. Improving implementation process and timelines using lean methodology. Finding scalable and sustainable ways to ensure practices experience faster turn around times on prior authorizations, configure forms and prior authorizations in an operational environment. Growing a strong team and finding tools and technology to ensure an excellent customer experience while also managing COGS - Built customer journey map, CS framework and playbook from scratch - Instituted QA and improved scores by 15% - Increased NPS +20 in 10 months - Reduced implementation timeframe by 42% in two quarters - Decreased pre-implemenation churn by 45% in two quarters

Human InterestVice President, Customer Success Operations

Dec. 2021 - May. 2022Promoted twice in nine months. Lead 1/3 of the company and owned all of the customer journey post implementation and shared services including Learning & Development, Program Management Office and Compliance Ops. Built Customer Success Operations from ground up amid rapid growth; including support functions: Learning and Development, Quality Assurance, Process Management, Workforce Management, Program Management Office, Incident Management & Escalations. Improved customer experience with a 80% increase in response time bringing SLAs in line with industry best practices Improved first interaction resolution by 40% Improved SLAs in money movement by 50%. Improved cost to serve by 18% in six months on target to hit 30% in 12 months.

Human InterestHead of Customer Success Operations

Apr. 2021 - Dec. 2021

Human InterestHead of Customer Success

Mar. 2021 - Apr. 2021Delaware, United States

Helm ServicesHead Of Company Operations

Jun. 2019 - Mar. 2021Baltimore, Maryland AreaA Stripe subsidiary: Building a business from the ground up! Employee #2: guiding all aspects of our organization, building a great culture and pursuing operational excellence. 2 employees to almost 100 in 10 months and growing, all while building structure, policy & process.

StripeHead of Company Operations

Jun. 2019 - Nov. 2019Greater Baltimore AreaHired to build operational subsidiary for Stripe: Helm Services, Inc. Interviewed with Claire Hughes Johnson

SoFiSr. Director, OPS, Member Success & IT PMO

Jun. 2015 - Jun. 2019Claymont, DE

SoFiSr. Director Operations, Communications , Member Success: Banking, Sales, Escalations & Invest

Feb. 2018 - Apr. 2019Claymont, DEhttps://amp.daily-times.com/amp/373135001 Building and expanding great customer experiences for SoFi through people, process and tools. •Operate 200+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications • Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans • Instill a customer experience culture • Enable business insights through data-driven focus • Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) • Inspire highest producing sales team with lowest error rate • Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line • Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management

SoFiSenior Director Operations, Communications, Member Success & Workforce Managment

Mar. 2017 - Feb. 2018Claymont, DEBuilding and expanding great customer experiences for SoFi through people, process and tools. •Operate 150+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Direct Workforce Management department • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications •Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans •Instill a customer experience culture •Enable business insights through data-driven focus •Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) •Inspire highest producing sales team with lowest error rate •Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line •Led Audit of entire financial book •Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management

SoFiSenior Director Operations, Communications, Member Success & Workforce Management

Mar. 2017 - Jul. 2017Healdsburg, CABuilding and expanding great customer experiences for SoFi through people, process and tools. •Operate 150+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Direct Workforce Management department • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications •Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans •Instill a customer experience culture •Enable business insights through data-driven focus •Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) •Inspire highest producing sales team with lowest error rate •Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line •Led Audit of entire financial book •Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management

SoFiDirector Customer Interactions/ Success & Workforce Management

Jul. 2015 - Mar. 2016Healdsburg, CA• Operate 150+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Direct Workforce Management department • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications • Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans • Instill a customer experience culture • Enable business insights through data-driven focus • Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) • Inspire highest producing sales team with lowest error rate • Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line • Led Audit of entire financial book • Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management

TXU EnergyManager, CCO Change Management

Jun. 2015 - Jul. 2015• Manage change management process for entire organization • Escalate defects and required technology changes to leadership • Provide appropriate understanding to process and learning groups • Coordinate cross-functional collaboration for all technology changes

TXU EnergyManager, Brand Management

Nov. 2012 - Jun. 2015irving texas• Manage the Brand for TXU Energy • Six Sigma Green Belt and Lean certified • Manage consistent brand identity through documented standards, guidelines and integrated review process • Manage a budget of over $2 million • Manage customer experience by directing internal teams to adapt plans for optimal enterprise results • Build and maintain partnerships across organization to improve effective communication • Manage internal workforce culture and align business activities with brand pillars and values • Manage direct reports • Build and maintain partnership with corporate communications ensuring Brand appropriate internal and external communication • Develop internal and external messaging on various enterprise initiatives • Consult with business partners on internal and external people and business initiatives • Influence business activities to align with market research results • Interface with Residential Strategy and Product Management and provide solutions • Negotiate contracts and statements of work with agencies • Create and maintain Brand Ambassador program • Consult on and approve all customer and call center facing materials • Facilitate projects for departmental and organizational improvements • Approve scripting and collaboratively influence training to allow optimal customer experiences • Promoted after one year in this role to more senior role within function Extensive experience including: Marketing, Brand Management, Process and Policy Development and Improvement, Project Management, Consulting, Outsourcing, Client Services, Vendor/Contract management, Training Management, LMS Administration, , Training Development, Training Delivery, Quality Assurance, Operations and Communications.

TXU EnergySr. Marketing Associate Telesales Channel

Jun. 2011 - Nov. 2012Project Management of large cross-functional projects Developed IT solutions for dynamic and fast-changing business decisions Provided customer-facing messaging Lead for process development and improvemen Communications liason between Marketing and Sales CQ skilled in Lean methodology

TXU EnergySr. Analyst/Project Manager Operational Development & Transformation

Oct. 2010 - Jun. 2011Six Sigma Green Belt certified • Project Manager of large initiatives across lines of business • Work with training vendors and vendor/contract management to ensure deliverables • Manage and cultivate business relationships • Coordinate solutions for process, policy, and system challenges that impact the business • Cross-functional project management • Strategic planning and consulting • Communication and organizational transformation • Operations Advisory Council • TXU Energy Ambassadors • Provide insight and solutions to company challenges Extensive business experience including: Process and Policy Development, Project Management, Consulting, Outsourcing, Client Services, Vendor/Contract management, Training Management, LMS Administration, , Training Development, Training Delivery, Customer Service, Quality Assurance, and Operations,

TXU EnergyProject Manager

Oct. 2010 - Jun. 2011Project Manager of large initiatives across lines of business Customer Loyalty Critical Care Training Redesign Operations Analyst Program Build relationships across organization to improve effective communication Foster relationships between the business and IT Develop Project Requests, Business Requirements, Business Cases and project plans Approve Functional Specifications and User Acceptance Test results to ensure accurate delivery of business requests Communicate status to stakeholders and consult impacted areas within the business Contribute to Planning & Coordination content Present in Planning & Coordination Manage the hiring process for Operations analysts Recruit and Screen Candidates Coordinate all interviews Facilitate calibration sessions Manage job offers

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