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heather fralich

heather fralich

Customer Experience Executive

Customer Service / Support

Healdsburg, Sonoma

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About heather fralich:

Senior Level CX Business Leader Passionate to Enhance the Customer Experience through Technology and Scalable Process, with an intentional human touch! 

I've led flourishing teams in Operations, Customer Support, Implementation & Service Delivery, Project Planning, Training, & Customer Success Adoption & Triage/At risk programs. I continue to be motivated by a thirst for a greater experience for our customers, and employees, through analysis of our process and feedback loop.

Experience

7+ years leading Support & CX Operations in fast paced SaaS start ups (Healthcare & Biotech)

15 years leading all teams around Customer Lifecycle - Onboarding, Professional Services, Support & Adoption.  

Focused on technology and customer feedback.  Servant Leader style to listen and empower employees.

 

Education

Studied Philosophy & Religion at a young age to figure out “why”.  Lost the opportunity to finish my degree due to a family emergency and then was primary caretaker and breadwinner for family until my mother's eventual death.  Still focused on that existential question of “why” and used life, reading, listening to get that education.

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