Carolina Rodriguez

Customer Experience & Operations Leader

Carlsbad | United States

Skills

People Leadership
Customer-Centric
Community Builder
Innovation
Technology

View all

Interests

Responsible business

Industry studies

Mentoring

Continuous improvement

business for good

lifelong learning

View all

Industries

Bike

Golf

Dive

Creative Agencies

Fashion

Fishing

View all

Home Summary Activity Projects Work experience Education history Connections Companies

In my own words

— Carolina

We can achieve remarkable outcomes by putting people first, whether they are customers, students, or employees. With roots in So Cal, I've lived and worked in vibrant cities across the state and internationally in Spain.

Motivated by my commitment to my community, I earned my BA in Political Science from UCLA, where I cultivated a strong work ethic, strengthened relationships, sharpened my analytical skills, and deepened my passion for helping people. These values have guided my career as a customer advocate. I transformed customer experiences, delivered operational excellence, led high-performing teams, and consistently achieved financial targets and high satisfaction ratings at highly regarded global brands. As a continuous learner, I have acquired knowledge and certifications in creative writing, project management, Salesforce administration, and EDI. My curiosity and desire to learn earned me my MBA from CSUMB, where the focus on responsible business quenched my thirst for impactful change. The result was the creation of Custamor Lab, a company dedicated to empowering companies to leverage customer love as a business strategy with intentional customer journeys, new technologies, and trained enthusiastic and empathetic customer-facing teams, building community and revenue through customer excellence. My dedication to nurturing talent has led me to be involved at CSUSM, as an Executive in Residence, where I coach and mentor future business leaders. Enveloped by the excitement of academia, I have taken on an additional role as a lecturer. I set out to guide aspiring business leaders to apply their innate brilliance and classroom learning to real-world experiences, preparing them for future success with experiential learning.

Trajectory

Dec 2023 — Now

Lecturer- College of Business Administration, Marketing (Current, Part-time) · California State University San Marcos

• Develop and lead the Marketing Academic Internship Program, ensuring a well-balanced blend of classroom theory and practical, hands-on experiences with community partners. • Lead Strategic Brand Management and Marketing Academic Internship courses, mentoring and guiding 70+ students per semester to achieve academic and professional growth. • Design and implement curriculum strategies, enhancing process efficiency and student outcomes.

Apr 2023 — Now

Founder · Custamor

•Create partnerships with client and consumer companies to execute customer experience strategies, leading to a +20% boost in loyalty, retention, and revenue. •Architect customer success strategies and implemented end-to-end solutions, leveraging business acumen and advanced technologies, achieving a +30% boost in satisfaction and operational efficiency. •Train customer-facing teams to enhance customer engagement and satisfaction, yielding an average 7-point increase in Net Promoter Score (NPS) and correlating with revenue growth.

Sep 2019 — Nov 2022

Senior Director Customer Success and Operations · Nixon, Inc.

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.

Jul 2016 — Sep 2019

Director Sales Operations and Customer Service · Nixon, Inc.

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.

Sep 2010 — Jun 2016

Senior Manager Sales Operations and Customer Service · Nixon, Inc.

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.

Jun 2008 — Sep 2010

Manager Customer Service · Nixon, Inc.

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.

Jun 2004 — Nov 2005

Manager Logistics and Customer Service · Nike Europe - Hurley International Headquarters - Barcelona, Spain

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.