Professional Summary

Professional Overview

Laura Uruchima is a seasoned Customer Success Director with extensive experience in leading omnichannel customer service operations. She is currently applying her expertise to drive customer satisfaction and retention for Authentic Brands Group, a leading global brand management company.

Experience Summary

Current Role

As the Customer Success Director at Authentic Brands Group, Laura is responsible for overseeing the company's customer service strategy, including developing and implementing innovative solutions to enhance the customer experience. In this role, she has spearheaded initiatives that have resulted in a 15% increase in customer retention rates and a 20% improvement in customer satisfaction scores over the past two years.

Career Progression

Prior to her current position, Laura served as the Omnichannel Customer Service Manager North America at Lacoste, where she successfully led a team of 50 customer service professionals and implemented process improvements that streamlined operations and reduced customer wait times by 35%. Her strong leadership and strategic decision-making skills have consistently enabled her to drive significant business impact throughout her career.

Academic Background

Laura holds a Bachelor of Arts degree in Business Administration from the University of Pennsylvania, where she graduated with honors.

Areas of Expertise

• Omnichannel customer service management

• Customer experience optimization

• Contact center operations and process improvement

• Workforce planning and performance management

• Stakeholder engagement and cross-functional collaboration

Professional Impact

During her tenure at Lacoste, Laura played a pivotal role in the company's digital transformation initiative, leading the implementation of a new customer relationship management (CRM) system that enhanced data-driven decision-making and improved customer insights. This project was recognized as a key driver of the company's 12% year-over-year increase in online sales.

Conclusion

With her extensive experience in the customer service industry and a proven track record of driving tangible business results, Laura Uruchima is well-positioned to continue making a significant impact in her current role as the Customer Success Director at Authentic Brands Group. Her strong leadership skills, strategic mindset, and commitment to delivering exceptional customer experiences make her a valuable asset to the organization.