Michael Ludwig's Linkedin Analytics

As a skilled Director of Customer Service with experience spanning across multiple industries, I excel in developing omni-channel digital care strategies to optimize customer and brand experiences. I have delivered industry-leading KPIs by increasing retention rates, CSAT scores, and deflection rates while decreasing speed to resolution across all channels. My expertise in launching automation tools, such as chatbots, has increased self-help, reduced staffing costs, and lowered handle time. I have a track record of improving Dunning collection rates by 43% while also reducing handle time by 25%, and increasing CSAT scores. As a former Associate Director of Social Media, I built and managed a lean, efficient team of Community Moderators who maintained a response time of less than 30 minutes while handling over 327,600+ mentions a year. I revitalized and grew a product review platform, resulting in a 145% increase in review collection, 4.5 avg. star rating, and a 32% lift to AOV. I identified trends and new social media channels for brands to leverage, and created multifaceted social campaign strategies based on customer feedback, social platform performance, and conversion data. My experience includes working cross-functionally to define success metrics and implement appropriate reporting and analysis processes. I partner with internal teams to ensure high-quality CRM reports, customizing each one based on business needs. My skills include coordinating work with organic and paid social media team members to ensure consistency and optimize customer experience.