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Jared Castleton

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Chief Experience Officer

-Proven ability to create growth, success, and value.

-Customer satisfactory scores from 65% to 91% increase.

-Revenue increase from $4 million to over $12 million.

Key Info

  • Job Title
    Chief Experience Officer
  • Top 3 Skills
    Senior Director in Customer Service, President in Sales and Marketing, Developer for Sponsorship and Partnership Programs
  • Location
    New York, NY
  • Will relocate?
    Yes

Key Skills + Experience

CHIEF EXPERIENCE OFFICER

Dedicated professional with a passion for customer service and unique marketing, branding and sales experience. Proven ability to increase customer retention and create growth, success and value. Demonstrated record of creating a culture of service excellence in various organizations and achieving Net Promoter scores in the top one percent. Proficient in Microsoft Office, CRM, and NPS.

EXPERIENCE

UNIONDALE, NY 2014 – 2018

SENIOR DIRECTOR, CUSTOMER SERVICE

Created customer service department with 27 locations, 500 employees, and $50mm revenue. Spearheaded expansion to 180 locations, 2,000+ employees, 1.6mm patient visits, and $184mm revenue within four years. Oversaw day to day operations/functions of the Customer Service Department, reported directly to C.O.O.

- Co-Created Strategic Growth Plan for Private Equity Exit Strategy ($420m purchase).

- Conducted Due Diligence information to V.P., Mergers and Acquisitions, regarding Customer. Experience data/information of potential acquisition targets, meeting with over 30 future partners.

- Maintained public image of company’s commitment to providing award winning customer service through social media and public relations.

- Defined the company’s Culture of Service Excellence, revising the original company Mission Statement.

- Created companywide Service Excellence Guide as the playbook for all departments/employees.

- Authored over 50 Customer Service Articles for monthly and quarterly newsletters to provide consistency of customer service information and messaging.

- Developed all customer service material for company website, company emails, social media and printed material.

- Developed all Customer Satisfaction Surveys, Directed / oversaw all aspects of the survey process. Oversaw increase of customer satisfaction scores from 65th% to 91% (Nationwide benchmark), including “Likelihood of Recommending” to 97.1%

- Implemented NPS (Net Promoter Score Survey), (Bain Capital/Harvard Business School) ensuring Retail Model and scalability.

- Improved NPS (Net Promoter Score) from 78 to 86 (top 1% national).

 

FARMINGDALE, NY 2011 – 2014

PRESIDENT 

Developed Sales / Marketing / Sponsorship programs and Partnership opportunities for Numerous Companies.

- Created the Sales/Marketing platform called “Power Play Deals”.

 

LONG ISLAND CITY, NY 2000 - 2010

PRESIDENT, SALES AND MARKETING

Established company sales training program and sales procedures. Responsible for hiring, training and managing all sales staff. Developed partnerships with real estate management companies, architectural and design firms, real estate developers, hotel operators, hospitals, assisted care facilities and educational institutions.

- Increased revenue from $4 million to $12 million over the course of four years by introducing innovative products to the market, implementing new marketing programs, and the establishment of a national dealers’ network.

- Created a Windows division generating new business of $3 million annually.

- Continuing Education on best practices and emerging innovation in energy efficiency in the window industry.

- NOTABLE PROJECTS in New York, Florida, and Washington D.C.

EDUCATION

Bachelor of Arts: Political Science

 

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