melinda roberts ✧ customer experience leader ✧ los angeles
I build and scale the customer experience teams, tools and help centers that keep customers happy and coming back. Pick a look for me while you're here!
I'm the Senior Manager of Customer Experience at Dr. Squatch. For 10+ years I've built and scaled customer-facing teams: Tier 1 and Tier 2 support, technical support, BPO partners, quality, training, and the analytics that tie it all back to the business.
My favorite kind of win is the quiet one: a help center that makes thousands of tickets disappear, an AI rollout customers actually rate highly, a team member who grows into a leader. I work hand in hand with Product, Marketing and Engineering so the whole customer journey gets better, not just the inbox.
Leads an 80+ person CX org across Tier 1, Tier 2, Technical Support and BPO.
Led Customer Success: 95% CSAT, 25% less churn, and a brand-new Help Center.
5 team leads, 75+ reps and 18K tickets a month across onboarding and core support.
Ran reporting, quality, training and enablement for the Customer Success org.
✧ studied: Business (2014 – 2017) · 3.9 GPA · President's & Dean's Lists
I drove our CX automation strategy end to end. AI now resolves more than a third of customer contacts, with a 97% CSAT.
I led the launch of a self-service Help Center that took roughly 4,000 tickets, and about 4,000 hours of handling work, off the team every month.
I led Customer Success and owned key customer relationships. I also built and launched the Help Center, cutting support volume 15% and response times 33%.
I scaled Tier 1, Tier 2, Technical Support and BPO operations, with the workflows, SOPs, training and quality programs to keep them consistent as we grew.
yay!! thx 4 signing my guestbook ♥