TONI KELLER

Laivly is an AI-powered automation platform that supercharges contact centers by integrating directly with existing systems, no APIs required. It helps agents work faster and more accurately through real-time guidance, automated workflows, and compliance support, all while improving the customer experience. I joined as an Account Executive, closing complex enterprise deals including The Toro Company and Travelzoo (Laivly's first fully agentic AI deal), hitting 150% of quota while compressing the average sales cycle by roughly 50%. I was later promoted to Director of Client Development, where I contributed $2M+ in new and influenced ARR by originating strategic BPO and technology partnerships with UJET and Qualfon, and owned Strategic Success Plans and Executive Business Reviews for our enterprise contact center accounts.

Cymbiotika is a direct-to-consumer wellness and supplement company built on a subscription model. I joined as employee #3, reporting directly to the CEO, and built the entire Customer Experience organization from scratch. I scaled monthly revenue from $600K to $12M+ (roughly 400% year over year) while leading a 40-person internal CX team plus a 100-agent global BPO network across three international sites, with 92% team retention and 17 internal promotions. I cut refund and return losses from 12% to 2.8%, improved agent efficiency 40%, and reduced Average Handle Time from 20 minutes to 6. I also reduced subscription churn from 35% to 16%, lifted CSAT to 80% and NPS to 64, and owned roughly 80% of the company's CX and operational tech stack.

I managed a 100-agent global BPO network across three international sites at Cymbiotika, and later helped originate BPO and technology partnerships from the vendor side at Laivly, including agreements with UJET and Qualfon. I understand both what it takes to run a vendor relationship well and what a vendor needs to see to make a partnership actually work.

I built VOC programs at Cymbiotika that fed directly into product and retention decisions, growing product attachment from 1.5 to 3.85 items per order and lifting NPS to 64. I can help you turn customer feedback into something that actually changes the business, not just a dashboard nobody reads.

I reduced subscription churn from 35% to 16% in 16 months at Cymbiotika while growing customer retention rate to 84%, and later protected renewal revenue at Laivly by tying AI adoption to measurable KPI outcomes for enterprise accounts.

I've led customer success from both the operator and vendor side, building a 40-person CX team from scratch at Cymbiotika and owning Strategic Success Plans and Executive Business Reviews for enterprise accounts at Laivly. I can help with everything from building a CS function out of nothing to running renewals and expansion for accounts already at scale.

I scaled Cymbiotika's monthly revenue from $600K to $12M+ (about 400% year over year) and contributed $2M+ in new and influenced ARR at Laivly. I can help you tie CX and Customer Success work directly to revenue numbers leadership actually cares about, not just satisfaction scores.

I spent three years as Director of Customer Experience at Cymbiotika, a direct-to-consumer wellness and supplement brand, where I built the CX function from scratch and scaled monthly revenue from $600K to $12M+ while managing retention, subscriptions, and a 100-agent BPO network supporting the retail customer base.

At Laivly, an AI-powered contact center automation platform, I worked in B2B SaaS both as an Account Executive closing enterprise deals and later as Director of Client Development managing strategic accounts, giving me experience on both the sales and customer success sides of the business.

Across Laivly's AI-powered contact center platform and my current advisory work with a healthcare technology client, I've spent my recent career at the intersection of AI and customer-facing technology, from selling and implementing AI agent-assist tools to designing the adoption frameworks that get teams actually using them.

I built the Customer Experience organization at Cymbiotika, a direct-to-consumer eCommerce and subscription wellness brand, from the ground up as employee #3, scaling monthly revenue from $600K to $12M+ while owning retention, subscriptions, and the full customer journey across email, chat, and social.

At Cymbiotika, a wellness and supplement brand, I owned the customer experience behind a physical, repeat-purchase product, growing subscription lifetime value from $112.55 to $812.55 and increasing product attachment from 1.5 to 3.85 items per order

Cymbiotika is a wellness and supplement brand, and I spent three years there building the CX org that supported its wellness customer base at scale. Before that, I managed customer experience and operations at Pacific Beach Surf Shop, where surf lessons and camps put fitness and outdoor recreation at the center of the business.

I currently run TK Consulting Group, an independent CX and AI advisory practice, where I'm advising a healthcare technology client on AI adoption strategy and workflow automation, building the frameworks their leadership uses to track usage and performance.

Early in my career I worked in clean energy, first as Director of Business Development at Primo Wind, where I grew the pipeline from $140,000 to $1.3M in 5 months, and before that at Solar West Electric, where I managed the sales cycle for residential solar installations.

I spent three years as Director of Customer Experience and Operations at Pacific Beach Surf Shop, San Diego's oldest surf shop, where I managed a 20-person team, grew repeat business 38%, and owned the full guest experience across lessons, rentals, camps, and retail.

I've used Zendesk as part of building and running omni-channel support operations, from ticket routing and SLAs to reporting on CSAT, NPS, and agent efficiency metrics that tie support performance back to retention and revenue.

At Cymbiotika, I led the implementation and team training on Freshdesk as one of our core customer engagement platforms, using it to manage inbound support volume (around 700 inquiries a day) while building the self-service and knowledge base tools that helped reduce ticket volume by 20%.

I also led implementation and training on Dixa at Cymbiotika, using it alongside Freshdesk as part of our omni-channel support stack across email, chat, and social, contributing to reducing Average Handle Time from 20 minutes down to 6.

I've implemented Salesforce twice from the ground up, first at Solar West Electric, where I set up user accounts, permissions, workflows, page layouts, and reporting dashboards from scratch, and again at Cymbiotika as part of the broader CX tech stack I owned and managed.

I've used Aircall as part of a broader contact center stack for cloud-based calling, call routing, and integration with CRM and support tools to keep phone support connected to the rest of the customer record.

I've worked with Avaya as an enterprise telephony and contact center platform, using it for call routing, IVR, and workforce management in higher-volume support environments.

I've used Confluence to build and maintain internal documentation, SOPs, and knowledge bases for CX and support teams, keeping process changes and training materials in one place the whole team could actually find and use.