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Senior Director Customer Experience and Operations

Customer Experience Consulting Services

My mission in founding Custamor Lab is to create a customer experience company dedicated to empowering companies to use customer love as a strategic initiative and succeed with intentional customer journeys, customer-first business flows, new technologies, and trained customer service professionals that exceed customer expectations and build community through customer excellence. 

My vision is to put customer love at the heart of every business.

Customer + Love = Custamor

I'm a passionate advocate for transformative customer experiences and operational excellence. With a rich and diverse career spanning over two decades across esteemed global brands, I've dedicated myself to crafting strategies that cultivate unwavering customer loyalty and amplify brand engagement while delivering exceptional experiences and generating revenue.As the founder of Custamor Lab, I collaborate with new and established companies to empower companies to use customer love as a strategic initiative and succeed with intentional customer journeys, customer-first business flows, new technologies, and trained customer service professionals that exceed customer expectations and build community through customer excellence.Prior to Custamor Lab, my leadership at Nixon Inc. drove a revolutionary shift in customer experience through digital innovation, leading customer service teams at Nike Europe-Hurley International, optimizing logistics efficiency, and reducing costs. I'm passionate about leveraging technology to enhance customer experiences, having designed ERPs, cloud contact centers, and reverse logistics platforms. Additionally, my role as an Executive in Residence and adjunct professor at California State University San Marcos (CSUSM) allows me to mentor aspiring business leaders and bridge classroom learning with real-world experiences, preparing them for future success. I am committed to driving impactful change with an MBA in Responsible Business from California State University, Monterey Bay, a BA in Political Science/International Relations from UCLA, and certifications in Project Management and Salesforce Administration.

•	Partner with new and established companies to develop and execute customer experience strategies that increase loyalty, retention, and revenue.
•	Combine technology, processes, and people in comprehensive and scalable customer success programs. 
•	Coach customer service and patient services teams to succeed with unscripted and organic brand interactions.


Founder

•	Develop and lead the Marketing Academic Internship Program, ensuring a well-balanced blend of classroom theory and practical, hands-on experiences with community partners.
•	Guide and mentor 20 students throughout their internship experiences, offering insights, advice, and support to facilitate learning and growth with constructive feedback for professional development.


Adjunct Professor - College of Business Administration, Marketing (Current, Part-time)

Directed B2B and B2C sales and service operations teams, created customer service strategy, and designed policies.
•	Developed a high-performing team of +40 to achieve customer experience and operational excellence.
•	Managed all aspects of customer service strategies, initiatives, objectives, and policies. 
•	Controlled department forecasting and budgeting in alignment with company strategy. 
•	Introduced new consumer technology for relevant and modern shopping experiences.  
•	Championed continuous improvement of customer experiences.  
•	Managed Global Service Center teams to achieve a 92% repair rate and 10-day lead time.
•	Transformed NA retail stores to offer custom bar experiences, accounting for 60% of store sales.  
•	Implemented right size plan to reduce headcount from 40 to 12 people across three teams and executed exit plans for physical retail stores.
•	Established remote teams to achieve uninterrupted customer experiences by implementing cloud-based tools like Zoom, Slack, SharePoint, and Natterbox telephony.


Senior Director Customer Success and Operations

Orchestrated sales operations, retail, customer service, and repair teams to achieve financial targets, deliver exceptional customer experiences, and generate brand loyalty. 
•	Developed a high-performing team of +30 to do their best work in a fun and nurturing environment. 
•	Designed and implemented Salesforce Service Cloud (CRM) for global regions.
•	Created and managed a customer loyalty program.
•	Managed developer team to design and create a custom repair service and returns platform.
•	Sourced and implemented a global customer survey tool, resulting in a 40% response rate and 82 NPS.
•	Led project team to build and launch HQ company store.


Director Sales Operations and Customer Service	

Advanced overall quality and continuous improvement of sales operations and customer service. 
•	Developed a high-performing team of 14 to elevate internal and external customer experiences. 
•	Designed and introduced retail planning and EDI trade, increasing overall profit by 30%. 
•	Established a Vendor Compliance process, reducing chargebacks by 90%. 
•	Created global retail operations guidelines to ensure customer and employee safety.
•	Trained global teams in regional offices as company extracted from parent company. 
•	Launched Paris and London stores. 
•	Created quarterly Salesforce outbound call campaigns to engage with tail wholesale accounts.


Senior Manager Sales Operations and Customer Service	

Established, developed, and motivated a dynamic multi-channel customer support team to achieve financial objectives and deliver exceptional customer experiences. 
•	Developed a high-performing team of 8 to provide outstanding wholesale and end customer service.
•	Managed business planning and strategy to reach sales channel growth goals. 
•	Designed call center architecture and sourced technical resources.
•	Authored company policies, site content, SOPs, and customer-facing communication.
•	Created allocation process for North America and EMEA achieving order fill rates of +98%.
•	Introduced customer service metrics.


Manager Customer Service

Furthered Nike’s subsidiary business, Hurley, in Europe by effectively managing logistics, distribution, sales operations, and customer service. 
•	Conducted business operations in Spanish. 
•	Built and managed a multi-lingual EMEA Customer Service team operating from UK, France, and Spain offices.
•	Managed logistics carrier use and costs.
•	Managed Europe DHL 3PL warehouse freight-out strategies for on-time and in-full customer deliveries.
•	Maximized warehouse workload efficiency to accomplish +90% order fill rates.
•	Controlled warehouse costs by unit planning and minimizing value-added services (VAS).
•	Assisted in designing and implementing NAV ERP, partnering with COO and developers.


Manager Logistics and Customer Service

Find out detailed information about Carolina Rodriguez, Senior Director Customer Experience and Operations in Carlsbad, CA

Carolina Rodriguez: Senior Director Customer Experience and Operations in Carlsbad, CA

Carolina Rodriguez

Customer Experience Consulting Services

Custamor Lab

California State University San Marcos

Nixon, Inc.

Nixon, Inc.

Nixon, Inc.

Nixon, Inc.

Nike Europe - Hurley International Headquarters - Barcelona, Spain

California State University, Monterey Bay

University of California, Los Angeles