Carin Falconer
Vice President, Customer Experience | San Diego, California, United States
Professional Overview
Carin Falconer is an experienced customer experience executive with a proven track record of driving transformational change and delivering exceptional customer-centric solutions. As the Vice President of Customer Experience at Quince, she is responsible for overseeing the company's end-to-end customer service operations, implementing innovative strategies to enhance customer engagement, and fostering a culture of continuous improvement.
Experience Summary
Current Role
As the Vice President of Customer Experience at Quince, Carin is spearheading the company's efforts to elevate its customer service capabilities and drive customer loyalty. She is responsible for developing and executing a comprehensive customer experience strategy, optimizing support channels, and implementing data-driven insights to deliver personalized and seamless customer interactions. Under her leadership, Quince has achieved significant improvements in customer satisfaction, first-contact resolution rates, and overall operational efficiency.
Career Progression
Carin's extensive experience in the customer service and retail sectors has equipped her with a deep understanding of the evolving customer landscape. Prior to joining Quince, she held various leadership roles at Amazon, where she led the global customer support operations for the Ring brand and oversaw the worldwide customer returns experience. Carin also has a strong background in the retail industry, having served as the Vice President of Service at Conn's and held leadership positions at CompUSA and Circuit City.
Throughout her career, Carin has demonstrated a keen ability to drive operational excellence, foster collaborative cross-functional partnerships, and implement data-driven strategies to enhance the customer experience. Her consistent focus on delivering exceptional service and driving continuous improvement has made her a respected leader in the industry.
Academic Background
Carin holds a Bachelor's degree in Business Administration from the University of Texas at Austin, where she graduated with honors.
Areas of Expertise
- Customer experience strategy and transformation
- Omnichannel support operations management
- Data-driven decision making and performance optimization
- Retail and e-commerce industry expertise
- Driving organizational change and process improvement
- Building high-performing, customer-centric teams
Professional Impact
During her tenure at Amazon, Carin played a pivotal role in restructuring the global customer support operations for the Ring brand, resulting in significant improvements in customer satisfaction and first-contact resolution rates. She also led the worldwide customer returns experience, implementing innovative solutions that enhanced the overall customer journey and reduced operational costs.
At Conn's, Carin spearheaded the transformation of the company's service and support functions, streamlining processes, and driving technological advancements that elevated the customer experience. Her leadership and strategic vision were instrumental in positioning Conn's as a customer-centric organization within the retail industry.
Conclusion
With her extensive expertise in customer experience management, Carin Falconer is poised to drive transformational change and deliver exceptional results for Quince. Her track record of driving operational excellence, fostering innovation, and cultivating high-performing teams makes her a valuable asset in the ever-evolving customer service landscape.
