Mimi Wong

Director, Customer Experience | San Francisco, California, United States

Professional Overview

Mimi Wong is an experienced customer experience leader with a proven track record of driving innovative and transformative strategies across diverse industries. As the Director of Customer Experience at Cora, she is responsible for shaping the company's customer-centric vision, implementing world-class support systems, and fostering lasting relationships with a growing client base.

Experience Summary

Current Role

As the Director of Customer Experience at Cora since March 2022, Mimi is responsible for overseeing the end-to-end customer journey, from onboarding to ongoing support. She has spearheaded the implementation of a comprehensive customer experience management platform, resulting in a 25% improvement in customer satisfaction scores and a 15% reduction in first-contact resolution times. Mimi's strategic leadership and data-driven approach have positioned Cora as a customer experience leader in the industry.

Career Progression

Prior to her current role, Mimi held several customer experience leadership positions, including Senior Manager of Customer Experience at Cora, Head of Customer Support at NEXON M, and Director of Customer Experience at The Grommet. Throughout her career, she has demonstrated a strong ability to build high-performing teams, drive process improvements, and leverage technology to enhance customer interactions.

Mimi's background also includes experience as a Business Analyst, Project Manager, and IT Coordinator, providing her with a well-rounded understanding of cross-functional operations and the ability to translate strategic objectives into actionable plans.

Academic Background

Mimi holds a Bachelor of Science in Information Technology from Bentley College, where she graduated cum laude. Her academic pursuits have equipped her with a solid foundation in data analysis, project management, and information systems, which she has seamlessly applied to her customer experience roles.

Areas of Expertise

• Customer experience strategy and implementation

• Contact center operations and performance management

• CRM system optimization and integration

• Process improvement and workflow automation

• Cross-functional collaboration and stakeholder management

• Data-driven decision making and analytics

Professional Impact

At The Grommet, Mimi led the development and rollout of a customer loyalty program that resulted in a 20% increase in repeat business and a 12% lift in average order value. During her tenure at NEXON M, she spearheaded the introduction of a self-service knowledge base, leading to a 30% reduction in support call volume and improved customer satisfaction.

Conclusion

With her extensive customer experience expertise, strong leadership skills, and a relentless focus on innovation, Mimi Wong is poised to continue driving transformative change and elevating the customer experience at Cora. Her ability to blend strategic vision with operational excellence makes her a valuable asset in the rapidly evolving customer experience landscape.