About

Welcome! I'm  Carolina Rodriguez, a passionate advocate for transformative customer experiences and operational excellence. With a diverse background spanning over two decades in customer success, operations, and leadership roles across esteemed global brands, I've devoted my career to crafting unparalleled strategies that foster customer loyalty and elevate brand engagement while delivering exceptional customer experiences.

Professional Journey

As the founder of Custamor Lab, I collaborate with new and established companies to create and implement cutting-edge customer experience strategies. Through the fusion of technology, streamlined processes, and a people-centric approach, I design scalable customer success programs while advising on strategies that drive high customer satisfaction ratings.

Before founding Custamor Lab, I led the charge at Nixon Inc. to orchestrate a revolutionary shift in the customer experience by leveraging digital innovation, operational enhancements, and motivational leadership. I built and led the Nike Europe-Hurley International customer service teams in the UK, France, and Spain to offer outstanding service in multiple languages and optimized the use of the 3PL, logistics carriers, and the design of the ERP to ensure maximum fill rates, a reduction in annual operating costs, and deliver on-time and in full shipments. I spearheaded efforts to achieve operational excellence as I enhanced the overall customer journeys at Guess, Lucky Brand, and Gap headquarters as a production planner, demand planner, merchandise planner, and distribution analyst by using innovative technology and accurate forecasting to ensure the right product was in the right place at the right time for an optimal customer experience while achieving company financial objectives.  

I love automation and leveraging technology to do the heavy lifting in the customer experience, allowing customer teams to create people relationships. I have experience designing and implementing ERPs, omnichannel cloud contact centers, CRMs, and reverse logistics platforms, exploring AI, and using SQL reporting to gather and analyze feedback, enabling continuous improvement and service refinement in the customer journey.

Global Perspectives

During my tenure at Nixon, I implemented new cloud customer technology and trained customer service teams in the APAC, EMEA, and North America regions. I strategized a follow-the-sun initiative for centralized customer service teams to be almost always available on digital channels. I launched global retail operations, sourced retail technology, introduced global performance metrics, and trained international retail staff for consistent brand experiences around the world. At Nike Europe-Hurley International Headquarters, Barcelona, Spain, I led multi-lingual EMEA Customer Service teams in the UK, France, and Spain, managing logistics, optimizing warehouse efficiencies, and reducing costs significantly while overseeing successful ERP implementations and making the customer experience a success.

Training

I have created successful global customer service and retail programs using in-person clinics, Salesforce Knowledge, SOPs, and SharePoint sites to train and support high-performance internal teams. I have also had the opportunity to train live customer service teams at Amazon and Zappos, which later resulted in creating an e-learning platform to replicate the training and extend it to hundreds of retail employees at independent retailers.

Educator & Mentor

As an Executive in Residence at California State University San Marcos (CSUSM) College of Business, I empower aspiring business leaders by mentoring students and guiding them in setting internship and job strategies for a successful career journey. 

As an adjunct professor in the CSUSM College of Business Marketing department, I help students bridge classroom learning with real-world marketing experiences to test and validate their interest in a marketing career and prepare them for future professional challenges and successes.

Education & Credentials

Master of Business Administration in Responsible Business from California State University, Monterey Bay

Bachelor of Arts in Political Science/International Relations from University of California, Los Angeles (UCLA)

Additional certifications in Project Management, Salesforce Administration, and Electronic Data Interchange (EDI)

Engagement & Affiliations

Recognized as a customer experience leader, I was actively involved in RVCF Design Consortium and served as a Salesforce Customer Experience Ambassador, underscoring my commitment to industry advancements, and driving impactful change.

Mission & Vision

My mission in founding Custamor Lab is to create a customer experience company dedicated to empowering companies to use customer love as a strategic initiative and succeed with intentional customer journeys, customer-first business flows, new technologies, and trained customer service professionals that exceed customer expectations and build community through customer excellence. 

My vision is to put customer love at the heart of every business.

Customer + Love = Custamor