Zach James

Senior Director, Customer Experience and Business Systems

Professional Overview
Zach James is a seasoned professional with over 12 years of experience in the retail and customer experience industry. As the Senior Director of Customer Experience and Business Systems at Capitol Lighting, he leverages his deep expertise to drive exceptional customer service, optimize business systems, and spearhead innovative strategies that enhance the overall customer journey.

Experience Summary

Current Role
In his current role as Senior Director of Customer Experience and Business Systems at Capitol Lighting, Zach is responsible for overseeing all aspects of the customer experience, including service, systems, and operational efficiency. He has been instrumental in implementing data-driven initiatives that have led to a 15% increase in customer satisfaction and a 12% reduction in customer churn. Zach's strategic leadership and cross-functional collaboration have been pivotal in aligning the organization's business systems and processes to better serve the needs of Capitol Lighting's diverse customer base.

Career Progression
Prior to his current role, Zach held various leadership positions within the retail and customer experience domains. He served as the Senior Director of Customer Experience at Capitol Lighting, where he spearheaded the integration of advanced analytics and AI-powered tools to optimize the customer journey. As the Director of Customer Experience, he led a team of cross-functional professionals in developing and executing data-driven strategies that improved customer engagement and loyalty. Zach's previous experience as a District Manager at Public Storage and a Store Manager at Barnes & Noble, Inc. and Office Depot has provided him with a well-rounded understanding of the retail industry and the critical role of customer experience in driving business success.

Academic Background
Zach holds a Bachelor of Applied Science (BASc) in Supervision and Management from Daytona State College, as well as an Associate of Arts (A.A.) degree from the same institution. He has also completed an Applied Tech Diploma in Emergency Medical Technician and a Salesforce-certified training program, demonstrating his commitment to continuous learning and professional development.

Areas of Expertise

• Customer experience strategy and optimization

• Business systems integration and process improvement

• Data-driven decision making and analytics

• Retail operations and management

• Cross-functional team leadership and collaboration

Professional Impact
Throughout his career, Zach has spearheaded numerous initiatives that have had a significant impact on the organizations he has worked for. As the Senior Director of Customer Experience at Capitol Lighting, he implemented a comprehensive customer experience management program that resulted in a 15% increase in customer satisfaction and a 12% reduction in customer churn. Zach's ability to leverage data and technology to enhance the customer journey has been instrumental in driving business growth and improving operational efficiency.

Conclusion
Zach James is a seasoned professional with a proven track record of driving exceptional customer experiences and optimizing business systems. With his strategic leadership, data-driven approach, and cross-functional expertise, he is well-positioned to continue contributing to the success of Capitol Lighting and making a meaningful impact on the industry.