Tom Fell

Designed and launched a new Demand as a Service (DaaS) for B2B clients, focusing on lead capture and nurturing to drive long-term engagement and revenue growth. Mapped and stress-tested the full customer journey to ensure operational viability and scalability, leading to a 10% average increase in client committed spend in Q2 and a projected 25% revenue growth.

Led a high-performing global team of customer experience managers, maximizing revenue capture and driving customer satisfaction by emphasizing a 'being human' approach. Owned the post-sales process and end-to-end customer lifecycle management, increasing retention rates and maximizing revenue opportunities while establishing scalable customer experience strategies that increased NPS from 27.3 to 4

Managed the expansion of the Customer Experience Team in the US, increasing headcount by 100% and creating additional team manager roles to support rapid growth. Developed performance metrics and review channels to create a transparent framework for career growth within the team, and led the initiative to measure client sentiment with the introduction of Net Promoter Score surveys.

Created a new Growth Team to tailor support for the rapid increase in clients within the emerging/SMB segments, and expanded CX operations into EMEA with the creation of a UK-based team. Acted as a player-coach, providing mentorship and support to help the team uncover underlying client needs.

Managed key campaigns across the US and Europe, resulting in a 70% increase in bookings across clients in 2019. Adopted a 360-degree approach to clients by collaborating with product and support teams to provide unique insights, and effectively managed escalations to ensure quick resolution and maintain strong client relationships.

Oversaw the largest revenue team in the organization, generating over $7 million in 2017, and implemented targeted strategies through revenue channel analysis and lead generation to maximize performance, resulting in an 8.45% increase in gross margin. Realigned the team structure to focus on increased performance, team collaboration, and customer satisfaction, leading to targeted customer campaign

Pursued a Bachelor of Science in Combined Science, providing a broad foundation across various scientific disciplines. Developed analytical and problem-solving skills through interdisciplinary coursework.

Grade: 3.978 GPA

Completed a Master of Science degree focusing on project management, with a specialization in leading technical projects. Gained expertise in strategic planning, execution, and oversight of complex technical initiatives.