Open to opportunities

Linn-Jung Butler

@linnjungbutler

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Customer-centric senior operations leader with 14+ years of experience.

Canada

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What I'm looking for

I am looking for a role that values mentorship, innovation, and operational excellence.

I am a customer-obsessed leader dedicated to delivering exceptional experiences by anticipating needs and driving innovative solutions. With over 14 years of experience in global operations and customer experience, I have a proven track record of optimizing processes and enhancing customer satisfaction. My passion lies in mentoring and developing talent, fostering growth through tailored development plans and empowering individuals to reach their full potential.

In my recent role as Director of Customer Experience at Slack, I led a global team of over 90 employees, achieving significant improvements in operational efficiency and customer satisfaction. I developed AI-driven analytics that resulted in a 25% increase in ticket SLA compliance and a 30% improvement in productivity. My commitment to continuous improvement and accountability has consistently driven results, including a 30% increase in operational efficiency and a 20% improvement in quality scores.

I thrive in collaborative environments and have successfully partnered with key stakeholders to align team efforts with business goals. My expertise in data-driven decision-making and operational strategy has enabled me to implement best practices that achieve measurable improvements in customer satisfaction and team performance.

Experience

Work history, roles, and key accomplishments

Director, Customer Experience

Slack (A Salesforce Company)

Jun 2023 - Nov 2024 (1 year 5 months)

Led a global team of over 90 employees, enhancing customer interactions and operational excellence. Developed AI-driven analytics, improving ticket SLA compliance by 25% and productivity by 30%. Overhauled performance management processes, resulting in a 30% increase in operational efficiency and 20% improvement in quality scores.

Team Management Data Analytics Operational Management Customer Experience Tableau Analytics Performance Management Cross Functional Collaboration Stakeholder Engagement

Senior Manager, Customer Experience

Slack (A Salesforce Company)

Oct 2022 - May 2023 (7 months)

Revamped performance management processes, leading a global team of 60+ employees. Achieved a 10% increase in first contact resolution rates and a 15% improvement in operational efficiency through targeted training and workflow optimization.

Team Management Performance Management Training Development Data Analysis Customer Experience Workflow Optimization Tableau Mentoring Process Improvement

Manager, Customer Experience

Slack (A Salesforce Company)

Aug 2021 - Oct 2022 (1 year 2 months)

Led a team of 8-10 support agents, implementing a coaching framework that improved performance metrics by 30%. Managed customer escalations and mentored peers on data analytics tools to enhance strategic decision-making.

Coaching Team Management Customer Support Performance Data Analytics Escalation Management Communication Tableau Mentoring

Customer Support Operations Manager

AbeBooks (An Amazon Company)

Dec 2020 - Jul 2021 (7 months)

Led global support operations across four offices, optimizing staffing and resource allocation. Developed training initiatives that improved first-contact resolution rates by 25% and restructured operations to enhance efficiency.

Operations Management Training Development Resource Allocation Customer Support Process Optimization Performance Metrics Cross Functional Collaboration Quality Assurance Staffing

Customer Support Manager

AbeBooks (An Amazon Company)

Apr 2016 - Dec 2020 (4 years 8 months)

Implemented quality assurance programs and managed the migration of payment processing systems. Enhanced customer service metrics and promoted internal talent, demonstrating a commitment to mentorship.

Quality Assurance Customer Support Process Migration Performance Management Mentorship Training Development Customer Feedback Team Leadership Communication Strategic Planning

Customer Support Supervisor

AbeBooks (An Amazon Company)

Oct 2012 - Apr 2016 (3 years 6 months)

Expanded department capacity and optimized workflows, leading a team of 12 agents. Managed the migration to a new phone system, improving call routing efficiency and customer experience.

Team Management Workflow Optimization Process Migration Customer Support Performance Metrics Project Management Communication Training Quality Improvement

Customer Support Operations Manager

ParetoLogic

Oct 2010 - Sep 2012 (1 year 11 months)

Rapidly promoted to manage support and technical teams, implementing process automation to improve customer satisfaction and ticket resolution times.

Operations Management Process Automation Customer Support Team Leadership Quality Improvement Performance Metrics Compliance Training Technical Support

Customer Support Representative

ParetoLogic

Feb 2008 - Sep 2012 (4 years 7 months)

Provided frontline support, contributing to customer satisfaction and operational efficiency. Developed skills in customer interaction and problem resolution.

Customer Support Communication Teamwork Technical Support Time Management