LOUIS ROSS, MBA Phoenix, AZ
CAREER PROFILE
Executive Customer Success/CX Leader with 20 years experience in contact center management and SaaS client support within B2B/B2C. Transformed four companies, improving their performance from poor to world class as measured by KPIs including satisfaction (CSAT), net promoter score (NPS), handle times (AHT), wait times (ASA), productivity, efficiency, renewal rate, user growth, monthly recurring revenue (MRR), customer lifetime value (CLV), and overall value (cost/revenue). A bilingual (Spanish/English) leader with a passion for building successful, scalable CX platforms and systems.
Excels at: Leadership of teams from 5 to 1,500, Vendor (BPO) Management, $15M+ Budgets, Operations, (incl. international), CRMs, SaaS (incl. Zendesk), Cloud telephony (incl. Five9), complex problem solving, and innovation.
CAREER HIGHLIGHTS
- Turned around PLEXUS customer success platform and performance in CSAT (78% to 96%), FCR (75% to 96%), ASA (30 minutes to 2 minutes), renewal rate (-30% to -5%) and other KPIs, while reducing cost by $6 million per year. Optimized channel mix to grow self-serve from zero to 60% of contacts (>4k/day).
- Built from scratch the THERMOMIX customer success team and platform to support the growth of business for this startup. Designed and launched Zendesk implementation, built customized capabilities from ground up, and customer retention systems to drive monthly recurring revenue (MRR) by 35% ($3M) annually. Additionally, the new platform saved $300,000 per year versus alternate options.
- Revamped BEACHBODY customer (B2C) and distributor (B2B) success systems to save $20 million in annual operating costs. Rebuilt the 5 major components of customer success to grow user count by 30% YoY and explode self-service use from nothing to 5x the voice and chat volumes. Reduced average time to resolution (ATR) on requests by 70%, reduced BBB complaints by 20%, and improved satisfaction from 70% to 95%. Recognized with the industry Ethos award for Outstanding CX Operations.
PROFESSIONAL EXPERIENCE
247 FCR, LLC, Gilbert, AZ August 2021 – present
A private consulting firm dedicated to making the world’s customer experiences better found at 247fcr.com
Head of Customer Experience
Provide consulting services to clients as they pursue scalable, world class customer experience and operations.
Plexus Worldwide LLC, Scottsdale, AZ December 2017 – July 2021
International distributor of nutritional supplements, selling $500M of product to over 1M distributors and customers
Vice President of Customer Success
Reporting to the President of Sales and Marketing, transformed the team and systems to exceed all KPI benchmarks. Led team of over 300 leaders and agents, including staff with 3 BPO vendors in the US and India to improve user experience and reverse attrition.
- Built a world class CX operation with best practices infrastructure, resulting in CX KPIs improvements including CSAT scores from 78% to 96%, saved $6M in annual labor costs with self-service system, boosted FCR from 75% to 96%, and reduced spend as a percentage of revenue ($500M) from 2.3% to 1.5% /year.
- Launched renewal and outbound sales teams to strategically retain and reverse decline in monthly cancellations. Identified opportunities to educate customers about SaaS functionality and consistent subscriptions resulting in an improvement of the cancellation rate from -30% to -5%.
- Created a high performing culture of service by defining, modeling, measuring, and holding the team accountable to world class KPIs. Implemented a development action plan which doubled productivity, increased employee engagement and morale, and took the team’s job satisfaction scores in 2 years from 2.3 to 4.5 on a 5.0 satisfaction survey.
Thermomix US, LLC, Los Angeles, CA July 2016 – November 2017
A subsidiary of Vorwerk, the 130 year old, $4.5B German maker of high quality home appliances
Head of Customer Experience
Reporting to the Head of Operations for this startup, launched operations in alignment with strategic direction and built customer experience and internet sales teams. Also recruited, interviewed, hired, and trained 5 agents for consistent top tier performance.
- Engaged stakeholders across the organization to capture the scope of needed deliverables for start-up, created project plan for all design details of CS platform build, including Zendesk implementation, built customized capabilities from ground up, and empowered the CX and Internet Sales Teams to implement. These efforts established a “best in class” CRM, leveraged follow-up for leads, and increased top line revenue by 35%.
- Improved service by replacing a BPO partner with an in house team. Defined how to measure success, then recruited, hired and trained a state-of-the-art customer success team, which produced annual savings of $300,000 and improved all KPIs including quality, sales, customer satisfaction, and morale.
Team Beachbody, LLC, Los Angeles, CA November 2011 – March 2016
An international fitness company with annual sales exceeding $1.3B via 405,000 independent distributors.
VP of Customer Success
Reporting to the COO, led 1,500+ worldwide reps and leaders in 5 contact centers in 4 countries.
- Created customer success roadmap to optimally support the network of 400k distributors who use the online order management/commission SaaS to build their businesses. Partnered with internal stakeholders and distributor customer advisory board (CAB) to identify and prioritize the deliverables needed to improve. Results include growing the user count by 30% YoY, reduced average time to resolution (ATR) on requests by 70%, and improved customer satisfaction from 70% to 95%.
- Built online self-service system including 3k+ articles by interviewing subject matter experts (SMEs) and documenting preferred, brand building answers. This asset provided consistent answers from service agents, created high quality experiences for customers, improved FCR, and produced annual savings of over $20M per year in service costs.
- Partnered with digital technology team to further expand the online distributor SaaS with a streaming platform. This resulted in efficient feedback reporting of real time updates to the project team which enabled the marketing teams to fully promote the platform. The company then became a fully online, digital health, wellness, and order/commission SaaS company.
Tastefully Simple Inc., Alexandria, MN March 2003 – October 2011
Director of Customer Experience – High impact innovator, reporting to CEO, created high value solutions for CX team.
Subway of Wimberley, Wimberley, TX January 2002 –February 2003
Owner/Operator – Self financed acquisition; responsible for all business management processes, sold for 4.3x ROI.
Additional skills: Operations, management, logistics, account management, internal communications, complex projects, leadership, strategic thinking, user experience, CRMs, BPOs, KPIs, sales retention, entrepreneurship, cloud services, SaaS, training development, associate onboarding, process improvement, knowledge management, team player, positive attitude, collaborative, communications, manage a team, analyze data, efficiency analysis, building teams, operational efficiency, brand efficacy, retail management, customer experience, customer success, measuring deliverables, strategy, planning, execution, Microsoft Word, Excel, PowerPoint, Outlook, Zendesk, Salesforce, startup, omni-channel support, touchpoint mgmt, innovation, program management, journey mapping, leverage partnerships, business development, marketing, vision planning, lead by example, problem solving, innovative, customer relations, project execution, customer-centric, navigate ambiguity, flexible, able to multi-task, cross-functional cooperation, passionate, ability to break down ambiguous problems, clear communicator, collaboration, excellent written skills, excellent verbal skills, big picture thinker, strong sense of urgency, strong listening skills, open to input, lead through influence, high initiative, with ability to work independently and as a team collaborator.
EDUCATION
M.B.A. International Business, Metropolitan State University, Minneapolis, MN
B.S. Economics, University of Minnesota, Minneapolis, MN
B.A. Spanish, University of Minnesota, Minneapolis, MN