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Years of experience: 20
Call Center SupervisorCall CenterCustomer ServiceChief Customer Officer (CCO)
Trust Score
Exceptionally trusted; proven professional excellence.
Cory's Career Path
Jun. 2023 -Dec. 2024
Pendulum TherapeuticsSenior Director of RevOps and Customer Experience
San Francisco Bay Area▪ Directed operations across multiple sales channels, including DTC, Amazon, drop-shipping, and wholesale partnerships
▪ Restructured the customer support model into a tiered system, improving operational efficiency, scientific quality and credibility, and customer retention which resulted in: 39% reduction in tickets per customer, 52% reduction in first reply time, 43% increase in CES
▪ Achi...
Dec. 2021 -Jun. 2023
Pendulum TherapeuticsDirector of Customer Experience and Insights
San Francisco Bay Area▪ Optimized the customer support team and systems, reducing inefficiencies and implementing an offshore BPO partner
▪ Launched automated chatbot and live chat support, resulting in: 54% reduction in tickets per customer, 74% decrease in first reply time, 10% increase in CSAT
▪ Instituted a CES survey to identify and reduce high-friction areas, leveraging insights to improve retention and cust...
Apr. 2019 -Aug. 2021
UdacityDirector, Global Customer Experience and Support Operations
Mountain View, CA▪ Direct an organization of more than 45 members of Technical Learning Engagement, Community Engagement, and Student Support teams across India, Middle East and North Africa (MENA), and the United States
▪ Drive student progress and success by conceptualizing, testing, and executing engagement campaigns in Udacity classroom, community channels, email, and social media
▪ Guide Nanodegree Progr...