Head of Customer Experience and Communications@App in the Air
Verified
Seasoned leader with 16+ years in the travel and music industries, renowned for building automated, high-impact customer support systems from the ground up—replacing
traditional call centers and multi-tier support with self-service platforms, AI-driven ticketing, and data-backed fraud prevention strategies. Demonstrated success in:
● Eliminating Multi-Tier Support: Achieved 95%+ satisfaction while saving companies $1.2M+ annually through fully automated, lean support teams.
● Rapid Response & High Scalability: Sustained <1 hour first response times and efficient resolution for a 3M+global user base.
● Business Growth & Loyalty: Developed loyalty programs and social media strategies, boosting retention by 20%and building vibrant communities.
Combining deep expertise in fraud detection, QA & product stability, and customer experience design, I deliver robust, cost-saving solutions that scale effortlessly and enhance brand loyalty.More...