Megan Johns

Director of Customer Experience

Professional Overview
Megan Johns is an experienced customer experience professional with a strong track record of driving innovative, customer-centric strategies. As the Director of Customer Experience at Ridge, she is responsible for leading the company's efforts to deliver exceptional customer service and enhance overall customer satisfaction.

Experience Summary

Current Role
As the Director of Customer Experience at Ridge, Megan oversees all aspects of the customer experience, including customer support, product feedback, and process improvement. She works closely with cross-functional teams to identify and implement strategies that optimize the customer journey and drive business growth. Under her leadership, the customer experience team has consistently exceeded customer satisfaction targets and implemented several new initiatives to improve the overall customer experience.

Career Progression
Prior to her current role, Megan served as the Head of Customer Support at Made In, where she led a team of customer service representatives and implemented streamlined processes to improve response times and resolution rates. Before that, she held the position of Head of Customer Experience at AfterShokz, where she was instrumental in developing and executing the company's customer experience strategy, resulting in a significant increase in customer loyalty and retention. Megan began her career in the customer experience field as a Customer Experience Manager at Fleet Feet Syracuse, where she honed her skills in delivering exceptional customer service and driving process improvements.

Academic Background
Megan holds a Bachelor of Science degree in Business Administration from the University of Syracuse, where she graduated cum laude. During her time at the university, she was actively involved in various student organizations and received recognition for her academic achievements.

Areas of Expertise

• Customer experience strategy and implementation

• Customer service operations and optimization

• Data-driven decision making and performance analysis

• Cross-functional collaboration and team leadership

• Process improvement and workflow optimization

Professional Impact
Throughout her career, Megan has demonstrated a passion for enhancing the customer experience and driving business growth. At Made In, she led the implementation of a new customer relationship management (CRM) system, which resulted in a 20% improvement in first-contact resolution rates. At AfterShokz, she spearheaded the development of a customer feedback program that led to the successful launch of several new product features based on customer insights.

Conclusion
Megan Johns is a seasoned customer experience professional with a proven track record of delivering innovative, customer-centric solutions. In her current role as the Director of Customer Experience at Ridge, she is poised to continue driving the company's efforts to create a best-in-class customer experience that fosters loyalty and drives business growth.