Janelle Zahner

What sets 5-star Customer Experience apart? A combination of agility, innovation, and a relentless focus on delivering value. With over 17 years in Customer Experience leadership, I’ve built scalable, data-driven strategies that redefine support excellence. At ECI Software Solutions, I drove initiatives that increased first-call resolution rates from 11% to 30%, reduced response times by 30%, and improved CSAT scores by 20%. I achieved these results through actionable insights, talent empowerment, and pioneering real-time digital interaction options like live chat. At ShopTech Software, I managed support for 7,000+ customers, rolling out training programs that enhanced team performance and ensured seamless support during a major merger. This dedication earned me top accolades, including being in the top 6% of employees awarded stock options. Metrics matter, but the heart of my leadership lies in building customer-centric teams that thrive on innovation. I ensure customer and organizational success by aligning operations with strategic goals, fostering a culture of continuous improvement, and delivering results-driven solutions. Ready to elevate your customer experience strategy? Let’s connect to transform your support operations into a competitive advantage. Sincerely, Janelle Zahner ✉ Janelle.Zahner @ Gmail .com 📱 +1.860.812.5420