Alek Culpepper
About Alek Culpepper
Alek Culpepper serves as the Senior Manager of Customer Care at Charlotte's Web, where he has worked since 2022. He has a background in communication and media studies and has successfully led teams to enhance customer service and operational efficiency.
Work at Charlotte's Web
Alek Culpepper currently holds the position of Senior Manager Customer Care at Charlotte's Web, a role he has occupied since 2022. Previously, he served in the same capacity from 2018 to 2023, contributing a total of five years to the organization. During his tenure, he led a team of 20 customer service representatives, focusing on delivering exceptional service across multiple channels. He successfully integrated the Vonage phone system with Salesforce CRM, which resulted in a significant reduction of annual operational costs by 50%. His efforts have been instrumental in enhancing customer support operations.
Education and Expertise
Alek Culpepper earned a Bachelor's degree in Communication and Media Studies from Nova Southeastern University, completing his studies from 2009 to 2013. His educational background provides a foundation for his expertise in customer care and communication strategies. This knowledge has been applied in his professional roles, particularly in creating engaging email campaigns and implementing data-driven workflows that enhance customer satisfaction.
Background
Alek Culpepper has a strong background in customer service management, with a focus on operational efficiency and team leadership. His experience includes orchestrating system integrations and enhancing customer engagement through strategic initiatives. He has worked remotely while based in Denver, Colorado, contributing to the growth and development of customer care teams.
Achievements
Throughout his career, Alek Culpepper has achieved notable results in customer care management. He created personalized email campaigns using Klaviyo, which led to a 23.49% increase in retention and loyalty rates year-over-year. Additionally, he implemented strategic enhancements that improved service rates and overall customer satisfaction, showcasing his commitment to both operational excellence and team development.