Carra Stokes
Charlotte
Summary
Dynamic leader in customer experience strategy, driving operational excellence and client satisfaction. Proven track record in relationship management and cross-functional collaboration to enhance service delivery and retention.
Overview
14
14
years of professional experience
Work History
MCA
Customer Service Manager
Charlotte
07.2024 - Current
- Led and developed high-performing customer service teams, including hiring, training, coaching, and performance management
- Oversaw daily customer service operations to ensure timely resolution of inquiries, complaints, and escalations
- Implemented customer experience strategies to improve satisfaction, retention, and brand loyalty
- Established and monitored KPIs (e.g., response time, resolution rate, CSAT scores) to drive continuous improvement
- Managed escalated customer issues with professionalism, ensuring swift and effective resolution
- Developed and optimized customer service processes, workflows, and SOPs to increase efficiency and consistency
- Collaborated cross-functionally with operations, finance, and sales teams to resolve systemic issues and improve service delivery
- Analyzed customer feedback and service data to identify trends, risks, and opportunities for improvement
- Implemented CRM systems and tools to enhance customer tracking, reporting, and communication
- Ensured compliance with company policies, regulatory requirements, and service standards
- Managed departmental budgets, staffing levels, and resource allocation to meet business objectives
- Designed and delivered training programs to improve team performance and customer interaction quality
Customer Relations Manager
Redecam USA
Charlotte
02.2016 - 05.2024
- Managed end-to-end customer relationships for key accounts, ensuring alignment between customer expectations and manufacturing capabilities
- Served as the primary liaison between customers and internal teams (production, supply chain, quality, and finance) to ensure seamless order fulfillment
- Oversaw order lifecycle management, including order entry, production scheduling coordination, delivery timelines, and issue resolution
- Resolved escalated customer concerns related to product quality, delivery delays, and order discrepancies with a focus on retention and satisfaction
- Partnered with production and operations teams to proactively address capacity constraints, lead time challenges, and supply chain disruptions
- Monitored and reported on key customer service KPIs, including on-time delivery (OTD), order accuracy, and customer satisfaction metrics
- Analyzed customer demand trends and collaborated with planning teams to improve forecasting accuracy and inventory management
- Implemented process improvements to streamline communication between customers and manufacturing operations, reducing delays and errors
- Supported pricing, contract management, and service-level agreements (SLAs) in collaboration with sales and finance teams
- Ensured compliance with quality standards and facilitated customer audits, addressing corrective actions when required
- Leveraged ERP/CRM systems (e.g., SAP, Oracle, NetSuite) to track orders, customer interactions, and performance metrics
- Led customer review meetings and business reviews to strengthen partnerships and identify growth opportunities
Director of Client Operations
Bainbridge Crew
Charlotte
03.2012 - 01.2016
- Served as the primary point of contact for clients throughout the construction lifecycle, ensuring clear communication and alignment on project scope, timelines, and expectations
- Coordinated with project managers, site supervisors, subcontractors, and vendors to ensure projects were delivered on time and within budget
- Managed client onboarding, contract review, and project kickoff processes to establish expectations and deliverables
- Provided regular project updates, including progress reports, budget status, and risk mitigation plans
- Addressed and resolved client concerns, change orders, and project issues promptly to maintain satisfaction and trust
- Facilitated communication between clients and internal teams to ensure accurate interpretation of project specifications and requirements
- Monitored project milestones and ensured compliance with contractual agreements, safety standards, and quality requirements
- Assisted with budgeting, cost tracking, and billing coordination to ensure accurate invoicing and financial transparency
- Supported change order management, including documentation, approvals, and cost/scope adjustments
- Conducted site visits and client meetings to ensure project alignment and identify potential risks or delays early
Education
Bachelor of Science -
UNCCharlotte
CharlotteSkills
- Strategic Account Management
- Customer Experience (CX) Strategy & Optimization
- Relationship Management & Client Retention
- Executive Stakeholder Engagement
- Contract Negotiation & Service-Level Agreements (SLAs)
- Conflict Resolution & Escalation Management
- Cross-Functional Leadership & Collaboration
- Voice of the Customer (VoC) Analysis
- Customer Lifecycle Management
- Client Onboarding & Implementation Strategy
- Team Leadership, Coaching & Talent Development
- Change Management & Organizational Transformation
- Executive Communication & Reporting
- Risk Management & Issue Mitigation
- Business Development & Revenue Growth Strategy
- Operational Excellence & Scalability Planning
- Strategic Thinking & Problem Solving
- Emotional Intelligence & Client-Centric Mindset
Timeline
MCA
Customer Service Manager
07.2024 - Current
Customer Relations Manager
Redecam USA
02.2016 - 05.2024
Director of Client Operations
Bainbridge Crew
03.2012 - 01.2016
Bachelor of Science -
UNCCharlotte