Roniesha Latham

Director of Customer Experience

Professional Overview
Roniesha Latham is an experienced customer experience professional with a strong track record of driving innovation and excellence in customer-centric operations. As the Director of Customer Experience at BIOSTRAP, she is responsible for leading a team of dedicated specialists to ensure seamless customer journeys and exceptional service delivery.

Experience Summary

Current Role
As the Director of Customer Experience at BIOSTRAP, Roniesha is responsible for overseeing all aspects of the customer experience, from pre-sales support to post-purchase service. She has implemented data-driven strategies to enhance customer satisfaction, reduce churn, and foster brand loyalty. Under her leadership, the customer experience team has achieved a 95% customer satisfaction rating and a 10% reduction in support ticket resolution times.

Career Progression
Prior to her current role, Roniesha has held various customer service and operations leadership positions, including Manager of Customer Experience at BIOSTRAP, Head of Product and Operations (Consultant) at OrthoNu, Head of Customer Service at Tapas Media, and Manager of Customer Service at SafeRide Health. Through these diverse experiences, she has developed a deep understanding of customer needs, innovative service delivery, and process optimization.

Academic Background
Roniesha holds a Bachelor of Science degree in Business Administration with a concentration in Marketing from the University of California, Los Angeles (UCLA). Her academic achievements include being on the Dean's List and actively participating in student-led business organizations.

Areas of Expertise

• Customer experience strategy and implementation

• Contact center and operations management

• Data-driven decision making and performance optimization

• Cross-functional collaboration and team leadership

• Process improvement and workflow automation

• Stakeholder management and executive-level communication

Professional Impact
During her time at BIOSTRAP, Roniesha has led the implementation of a new customer relationship management (CRM) system, which has resulted in a 20% increase in first-contact resolution rates. She has also spearheaded the development of a comprehensive customer self-service portal, enabling customers to quickly find answers to common questions and reducing the volume of support inquiries by 15%.

Conclusion
Roniesha Latham is a versatile and results-oriented customer experience leader with a proven ability to drive innovation and operational excellence. Her deep understanding of customer needs, combined with her expertise in process optimization and team management, makes her a valuable asset to BIOSTRAP and the broader customer experience industry.