Pasha Crowell
@pashacrowell
Customer Experience and Operations leader driving measurable CX improvements and scalable programs.
United StatesWhat I'm looking for
I am a Customer Experience and Operations leader who transforms ambiguous business problems into structured, measurable programs that stick. I blend hands-on data analysis with executive communication to translate insights into decisions.
Across roles I have led CX transformation programs ranging from $400K–$15M, built KPI frameworks and real-time dashboards in Power BI and Kibana, and delivered outcomes including a 50-point NPS improvement, 17% churn reduction, and 12% renewal growth.
I partner with product, sales, technology, and operations to evaluate tooling, implement CCaaS and AI/automation, and redesign customer touchpoints—improving first-contact resolution by 25% and increasing front-line productivity.
I have managed and coached teams of consultants and analysts, developed training curricula and adoption plans, and consistently drive cross-functional alignment to keep complex initiatives on time and producing ROI.
Experience
Work history, roles, and key accomplishments
Stewarded CX transformation programs ($400K–$15M), built KPI frameworks and real-time dashboards, and aligned cross-functional stakeholders to improve first-contact resolution by 25% and reduce churn by 17%.
Designed omnichannel customer service strategies and implemented CCaaS and AI/automation solutions, improving first-contact resolution by 25% and reducing churn by 17%.
Led customer journey optimization that reduced client attrition by 21% and drove adoption of intelligent automation across omnichannel service operations.
Analyzed service data to identify operational bottlenecks and supported business cases and ROI models for cloud contact center migrations and AI projects.
Senior Marketing Manager
Instream Global
Dec 2016 - Jul 2018 (1 year 7 months)
Spearheaded go-to-market strategies and omnichannel marketing programs, optimizing campaign ROI and managing a team of 4 to improve acquisition and retention.
Sales Analyst
Instream Global
Aug 2015 - Dec 2016 (1 year 4 months)
Developed performance tracking systems and sales intelligence to uncover bottlenecks, improve pricing strategies, and enhance pipeline visibility.
Campaign Analyst
J. Jill
Jul 2013 - Aug 2015 (2 years 1 month)
Executed lifecycle campaigns using advanced analytics and A/B testing to improve segmentation, personalization, and conversion rates.
Education
Degrees, certifications, and relevant coursework
Bryant University
Bachelor of Science, Business Administration
Bachelor of Science in Business Administration focused on foundational business principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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