Danie Feld

Joined managing the CX support team day-to-day, then shifted fully into owning the systems and infrastructure layer as the function scaled.

• Rebuilt the CX platform end-to-end including workflows, routing logic, and automation architecture, reducing average handle time by 60% and cutting friction for both agents and customers.
• Built and maintained the internal knowledge base, agent SOPs, and external Help Center, increasing first contact resolution by 65% and Help Center engagement by 50%.
• Built and launched a custom AI agent inside Gorgias, partnering closely with engineering to continuously expand automation coverage.
• Designed and executed a targeted outreach program for at-risk subscribers, reactivating 10% within one week and generating nearly 1% of total revenue for the period.
• Led a full Kustomer to Gorgias migration including routing strategy, business rules, and workflow design.
• Managed the Sierra AI vendor relationship, including regular conversation audits and ongoing refinement, maintaining a 4.9 CSAT.

Provided senior CX leadership to early-stage DTC brands, owning platform buildouts, AI implementation, and infrastructure work hands-on across multiple concurrent projects.

• Led fractional CX engagements across multiple DTC brands simultaneously, acting as an embedded operator managing agents, owning platforms, and reporting directly to brand leadership weekly.
• Built customer experience infrastructure from the ground up for early-stage brands including platform configuration, knowledge bases, SOPs, and workflow logic.
• Consulted and mentored CX managers at established brands on platform improvements and team structure, helping small teams make meaningful operational improvements quickly.
• Connected customer data to analytics platforms to build Voice of Customer dashboards, surfacing trends and insights that gave brand teams a clear picture of the customer experience.
• Managed vendor relationships and implemented tools across client stacks including returns apps, subscription platforms, order tracking, and issue tracking processes.
• Implemented AI and automation strategically for each brand (no two customer bases or sensitivities were the same), achieving up to 40% automation of conversations.

Built the entire CX program from scratch before launch for a brand with no playbook and a fan base of 450 million-plus watching from day one.

• Designed the full pre-launch CX infrastructure: platform configuration, bot experience, knowledge base, and BPO training, built to feel genuinely on-brand for one of the most engaged communities on the internet.
• Trained 30 agents who handled 150,000 messages in the first month, with systems stable enough to absorb the volume without breaking.
• Configured and maintained conversational and SMS bot experiences, keeping the customer-facing side consistent and on-brand through rapid product expansion.
• Set up reporting to surface fulfillment and product quality issues from customer contacts, and integrated shipping and returns tools to keep the post-purchase experience running smoothly.

Grew from CX representative to Manager over two years, leading an 8-person team through a high-growth period that included category expansion, international growth, and acquisition by Kellogg.

• Built and owned the Help Center and its reporting infrastructure, surfacing customer interest trends that directly informed marketing strategy.
• Designed and executed a high-touch VIP gifting program based on customer lifetime value, a fully manual, seasonal outreach effort that deepened loyalty with the brand's most invested customers.
• Led the CX team through a voluntary product recall, fielding up to 3,000 contacts daily while keeping the team steady and customer trust intact.
• Designed and led a companywide customer-immersion program, rotating every employee through two weeks in CX to build shared, firsthand accountability for the customer experience across the organization.