J.R. Stricker Email & Phone Number

J.R. Stricker is a CEO & Executive Advisor at Phoenix CX Consulting Services based in Greater St. Louis, United States, North America. Accomplished Customer Success executive with a strong record of improving customer satisfaction, customer retention, and sales for both publicly traded and private equity backed firms. Facilitated diligence and integrations for Services and Support for numerous acquisitions. Consistently led teams to identify areas of opportunity, develop action plans to improve financial and operational performance in fast-paced, challenging environments. Consistent and strong performance gains were driven through a combination of enablement, innovation, and transformation. Solely accountable for directing large, global operations. Strong industry knowledge of customer experience and success drivers. Strengths: - Builder and Leader of Organizations – Consistently met or exceeded goals at APAC, AT&T, Bullhorn, and Genesys by driving employee engagement, building consensus, and driving growth through the creation and execution of roadmaps. - Customer Experience Improvement – Led the organization to a 44 point improvement in Net Promoter results through the implementation of proactive customer success efforts and holistic data analysis, planning and execution at Bullhorn. - Technology Expertise – Selected and implemented AI, Chat, CRM, LMS, KMS, and telephony solutions. - Increased Margins – Shifted 5 consecutive years of negative margins to 27% margins by introducing role specific KPIs and facilitating performance management, Bullhorn, 2017. - Global Leadership – Lead Services, Success, and Support resources across the globe, AT&T, Bullhorn and Genesys. - Financial Acumen – Analyze P&L statements, maintain expenditures, and design budgets, APAC, AT&T, Bullhorn, and Genesys. - Financial Performance Optimization – reduced Cost to Support by 33% through the orchestration of the customer journey, leveraging AI for self-service, and ultimately reducing customer effort through case deflection.