Laura Uruchima
Customer Success Director
Professional Overview
Laura Uruchima is an experienced Customer Success Director with a strong background in omnichannel customer service and client relationship management. She leverages her expertise in the retail and e-commerce industries to drive exceptional customer experiences and foster long-term brand loyalty.
Experience Summary
Current Role
As the Customer Success Director at Authentic Brands Group, Laura is responsible for overseeing the company's customer service operations across North America. In this role, she leads a team of customer service professionals to deliver personalized, efficient, and solution-oriented support to the brand's diverse client base. Under her leadership, the customer service team has consistently exceeded key performance metrics, including customer satisfaction and first-contact resolution rates.
Prior to her current position, Laura served as the Omnichannel Customer Service Manager for North America at Lacoste, where she spearheaded the implementation of a new customer service platform and streamlined cross-channel communication processes. Her efforts resulted in a 25% reduction in average customer response time and a 12% increase in customer retention.
Career Progression
Throughout her career, Laura has demonstrated a talent for driving operational excellence and fostering strong client relationships. She has held various customer service and client success roles, steadily progressing in responsibility and making significant contributions to the organizations she has served.
Academic Background
Laura holds a Bachelor of Science degree in Business Administration from the University of Delaware, where she graduated with Honors. Her studies focused on marketing, management, and customer service, providing a solid foundation for her professional development.
Areas of Expertise
- Omnichannel customer service and support
- Client relationship management and account management
- Process optimization and operational efficiency
- Team leadership and performance management
- Data analysis and reporting for data-driven decision-making
Professional Impact
Laura's commitment to delivering exceptional customer experiences has earned her recognition within the industry. She has been invited to speak at several customer service conferences, sharing her insights on best practices and innovative approaches to enhancing brand-customer relationships. Additionally, her work has been featured in industry publications, highlighting her contributions to the field of customer success.
Conclusion
With her extensive experience, proven track record of success, and dedication to customer-centric strategies, Laura Uruchima is poised to continue making a significant impact in her role as a Customer Success Director. Her ability to drive operational excellence, foster strong client relationships, and inspire high-performing teams make her a valuable asset to any organization seeking to enhance its customer experience and achieve sustainable growth.
