Chanel Currie
Customer Outreach Team Lead
Professional Overview
Chanel Currie is an experienced customer service and operations leader with a proven track record of driving client satisfaction and operational excellence. As the Customer Outreach Team Lead at Empathy, she oversees a team responsible for fostering strong relationships with the company's diverse customer base and ensuring exceptional service delivery.
Experience Summary
Current Role
In her current role as Customer Outreach Team Lead at Empathy, Chanel is responsible for managing a team of customer service professionals, developing and implementing customer engagement strategies, and identifying opportunities to enhance the overall customer experience. She has successfully led initiatives to streamline communication processes, improve first-call resolution rates, and foster a customer-centric culture within the organization.
Career Progression
Prior to joining Empathy, Chanel held various leadership positions in the customer service and operations field. As the Director of Customer Solutions Operations at Emplicit, she spearheaded the implementation of new technology solutions to enhance the company's service delivery capabilities. During her tenure as Director of Brand Reputation & Guest Relations at Extended Stay America, she played a pivotal role in improving customer satisfaction metrics and strengthening the company's brand reputation.
Chanel's early career experience includes roles as a Regional Manager for Customer Service at adidas, where she led a team responsible for providing exceptional support to the company's retail network, and as a Quality Assurance Manager at Bank of America, where she developed and implemented quality assurance standards to ensure consistent customer assistance.
Academic Background
Chanel holds a Bachelor of Science degree in Business Administration from the University of California, Los Angeles, with a focus on Marketing and Operations Management.
Areas of Expertise
- Customer service and client relations management
- Operational efficiency and process optimization
- Team leadership and talent development
- Data-driven decision making and performance monitoring
- Stakeholder engagement and communication
Professional Impact
Throughout her career, Chanel has consistently demonstrated her ability to drive measurable improvements in customer satisfaction and operational performance. At Emplicit, she spearheaded the implementation of a new customer relationship management (CRM) system, resulting in a 15% increase in first-call resolution rates. At Extended Stay America, she led a cross-functional team that successfully implemented a comprehensive brand reputation enhancement program, leading to a 20% increase in positive online reviews.
Conclusion
Chanel Currie is a seasoned customer service and operations professional with a proven track record of driving organizational success. Her expertise in fostering strong customer relationships, optimizing operational processes, and leading high-performing teams positions her as a valuable asset to Empathy and its clients.
