Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

Sharleen Gilbert

Los Angeles

Summary

Innovative leader with expertise in customer experience and operational leadership. Proficient in implementing predictive analytics and omnichannel support initiatives that enhance resolution times and reduce churn. Dedicated to cultivating a customer-centric culture that boosts satisfaction and loyalty. Prepared to utilize skills to enhance customer interactions and drive results.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Head of Customer Experience, North America

Tesla Inc.
Palo Alto
01.2025 - Current
  • Spearheaded an end-to-end customer experience strategy for an AI-driven sales platform, resulting in a 26% increase in communication NPS.
  • Partnered with Product, Data Science, and Engineering to implement predictive analytics models, reducing customer churn through proactive intervention strategies.
  • Launched an omnichannel support initiative, combining AI chatbots, human agents, and a self-service tool, cutting the average resolution time by 37%.
  • Integrated automated voice response (AVR) systems into service development, increasing customer satisfaction of support by 12%.
  • Championed a customer-obsessed culture across the organization, introducing CX KPI dashboards at the executive level to track sentiment and loyalty metrics.
  • Oversaw the end-to-end design and implementation of showroom layouts and branded signage, optimizing physical environments to reflect digital-first experiences, and increasing in-store engagement and conversion rates.

Multiunit Sales, Service and Delivery Leader

Tesla Inc.
Greater NY/CT
10.2021 - 12.2024
  • Manage operations for Tesla's leading Northeast locations, enhancing sales, service, and delivery performance, ensuring consistent revenue growth in a high-demand market.
  • Lead cross-functional teams, optimize processes, and enhance customer satisfaction to maximize revenue and operational efficiency.
  • Formulate and execute strategies to elevate customer satisfaction, enhance workflows, and optimize end-to-end customer experience across multiple touchpoints.
  • Cultivate and develop a cross-functional team of sales, service, and delivery professionals, promoting a culture of collaboration, accountability, and continuous improvement.
  • Design and deploy new operational procedures to facilitate location scalability for future growth, incorporating software tools to elevate service efficiency
  • Administered budgetary control for locations, reducing expenses and ensuring consistent attainment of financial objectives.

Talent Experience Manager, Global Flagship Fifth Avenue

Apple Inc.
New York
12.2017 - 01.2020
  • Led with a focus on designing and implementing leadership development programs, fostering internal talent growth, and driving organizational success through targeted training and mentorship.
  • Designed and launched leadership development programs and training workshops, resulting in measurable performance improvements across global teams.
  • Spearheaded initiatives to identify and nurture high-potential talent, aligning with long-term organizational goals.
  • Partnered with global stakeholders to develop and implement innovative training solutions tailored to business needs.

Technical Training Manager, Genius Bar, World Trade Center

Apple Inc.
New York
01.2016 - 12.2017
  • Technical Training Manager with expertise in developing and delivering training programs to enhance technical skills and improve performance in customer service environments.
  • Coordinated technical training programs for a large-scale team, aligning training outcomes with service excellence and customer satisfaction metrics.
  • Utilized gap analysis to identify skill development opportunities and increase team productivity.

East Coast District Manager/West Coast District Manager

Space NK
New York
08.2011 - 01.2016
  • District Manager with a focus on driving growth, optimizing operations, and leading teams across multiple regions to achieve sales and performance goals.
  • Developed and executed strategic growth plans for multi-unit operations, driving revenue growth and market expansion.
  • Analyzed financial data to forecast trends, ensuring alignment with P&L projections and organizational objectives.
  • Managed cross-functional teams to enhance operational efficiency and customer satisfaction.

Education

Business Strategy

Harvard Business School Online
Boston, MA
12-2024

Skills

  • Mac OS
  • Tableau
  • Jira Service Management
  • Salesforce
  • JIRA
  • Confluence
  • Microsoft Suite
  • HCM Systems
  • Kronos
  • ATS
  • HRIS
  • HTML
  • CSS
  • Java

Websites

Accomplishments

  • Voted "Most Valuable Executive" of 2024 at Tesla.
  • Drove double-digit growth in customer experience metrics.
  • Designed future-ready physical customer environments.
  • Supported the development and launch of a cutting-edge chatbot, transforming customer support through AI and automation.

Certification

  • AppleCare Harware Service Certificaton - Cupertino, CA

Timeline

Head of Customer Experience, North America

Tesla Inc.
01.2025 - Current

Multiunit Sales, Service and Delivery Leader

Tesla Inc.
10.2021 - 12.2024

Talent Experience Manager, Global Flagship Fifth Avenue

Apple Inc.
12.2017 - 01.2020

Technical Training Manager, Genius Bar, World Trade Center

Apple Inc.
01.2016 - 12.2017

East Coast District Manager/West Coast District Manager

Space NK
08.2011 - 01.2016

Business Strategy

Harvard Business School Online

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Sharleen Gilbert