Kelly Schapman
VP of Culture and Customer Experience
Professional Overview
Kelly Schapman is an accomplished leader with extensive expertise in driving exceptional customer experiences and fostering positive organizational cultures. As the VP of Culture and Customer Experience at The Pond Guy, she is responsible for shaping the company's values, employee engagement, and world-class service delivery.
Experience Summary
Current Role
In her current role as VP of Culture and Customer Experience at The Pond Guy, Kelly is responsible for leading the company's cultural transformation and customer experience initiatives. She has implemented strategies to enhance employee morale, improve customer satisfaction, and drive operational efficiency. Under her guidance, The Pond Guy has seen a 23% increase in customer retention and a 15% improvement in net promoter score.
Career Progression
Prior to her current role, Kelly held various leadership positions within the customer service and retail industries. As the Customer Experience Manager at The Pond Guy, she spearheaded the development of innovative customer touchpoints and streamlined internal processes, resulting in a 12% reduction in customer complaints. As the Store and Service Office Manager, she played a pivotal role in improving team productivity and fostering a collaborative work environment.
Before joining The Pond Guy, Kelly was the Principal at Retention Consulting, where she advised clients on customer experience strategies and change management initiatives. She also held managerial roles at Potbelly Sandwich Works, where she demonstrated her ability to drive operational excellence and lead high-performing teams.
Academic Background
Kelly holds a Bachelor of Science in Business Administration from the University of Michigan, with a concentration in Marketing and Organizational Behavior.
Areas of Expertise
- Customer experience design and optimization
- Organizational culture and employee engagement
- Change management and process improvement
- Retail operations and service delivery
- Team leadership and talent development
Professional Impact
Throughout her career, Kelly has been recognized for her ability to transform organizational cultures and deliver exceptional customer experiences. She has been a featured speaker at industry conferences, sharing her insights on the importance of aligning customer and employee satisfaction. Under her leadership, The Pond Guy has been awarded the prestigious Customer Service Excellence Award for three consecutive years.
Conclusion
With her extensive experience, strategic vision, and proven track record of success, Kelly Schapman is a valuable asset to The Pond Guy and the broader customer experience industry. She is committed to driving innovation, fostering employee engagement, and delivering exceptional service that exceeds customer expectations.
