Open to opportunities

Lucy Morgan

@lucymorgan

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Customer Success & Experience leader improving retention, SLAs, and support performance.

United States

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What I'm looking for

I’m looking for a customer-obsessed role where I can lead retention and escalations, improve SLAs and resolution speed, coach support teams, and drive measurable customer satisfaction and recurring revenue growth.

I’m a Customer Success/Customer Experience leader with 5+ years of experience supporting high-volume e-commerce customers, including 3 years managing customer experience operations, escalations, retention, and team development. I focus on turning customer friction into measurable improvements in satisfaction, speed, and recurring revenue.

In my current role, I lead customer experience operations for a high-volume e-commerce brand—owning retention, subscription management, escalated resolutions, and cross-functional coordination across support, fulfillment, warehouse, and operations. I manage 5,000+ monthly customer interactions across email, live chat, and social media while maintaining 95%+ customer satisfaction standards.

I’ve delivered results by reducing average resolution time by 86%, improving response windows from 7 days to under 24 hours, and decreasing unresolved ticket backlog by 60%+. I also reduced annual refund and chargeback losses by approximately $100K through proactive issue resolution and stronger customer recovery processes.

I bring an operational mindset and coaching-first leadership style, including onboarding and performance development that reduced annual employee turnover from 26.7% to 4.2% while increasing productivity by approximately 22%. I’m equally comfortable partnering across teams to strengthen customer experience consistency—especially during peak periods—and applying structured data-driven improvements.

Experience

Work history, roles, and key accomplishments

Customer Experience Manager

Viori

May 2023 - Apr 2026 (2 years 11 months)

Led customer experience operations for a high-volume e-commerce brand, overseeing customer retention, subscription management, escalated resolutions, team development, and cross-functional coordination. Reduced average resolution time by 86% and improved customer response windows from 7 days to under 24 hours, while maintaining 95%+ customer satisfaction standards.

Customer Success Customer Experience Management Customer Support Operations Team Leadership Retention Strategy Escalation Management Subscription Management Process Improvement Performance Coaching Cross Functional Communication Conflict Resolution

Customer Support Specialist

Viori

Oct 2020 - Apr 2023 (2 years 6 months)

Supported high-volume customer service operations across email, live chat, and social media, resolving customer inquiries, order issues, subscription questions, refunds, exchanges, and escalated concerns. Managed order and subscription changes and shared recurring customer pain points to improve support processes and service quality.

Customer Support Operations Customer Success Customer Support Subscription Management Process Improvement Cross Functional Communication Conflict Resolution Client Relations

Customer Service Representative

Mission Belt

Aug 2019 - Jan 2020 (5 months)

Managed customer inquiries across email, phone, live chat, and social media in a high-volume e-commerce support environment. Processed customer transactions including order placement, refunds, exchanges, promotional adjustments, and product-related requests.

Customer Support Operations Client Relations Conflict Resolution Customer Success

Registered Behavior Technician

Kids on the Move

Jan 2016 - Feb 2019 (3 years 1 month)

Provided one-on-one behavioral intervention services for children ages 2-8 diagnosed with Autism Spectrum Disorder using Applied Behavior Analysis techniques. Collected and tracked behavioral and skill acquisition data and supported individualized treatment goals and weekly programming schedules.

Applied Behavior Analysis behavioral data analysis Client Relations