Kolton Prymula

Kolton Prymula builds customer experience teams people trust and customers feel.

I lead across the full CX chain: people, frontline service, customer insight, cross-functional alignment, and business performance. I am strongest when the work is messy and the stakes are real.

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Experience

Built across very different environments.

Calendly · Manager, Customer ExperienceRemote · Apr 2025 — Present
Current role

Lead customer experience strategy and daily operations for a global support organization of 100+ agents, serving as connective tissue across support, sales, product, and leadership.

  • Own CX performance architecture across quality, efficiency, coverage, and business-impact measures so leaders and teams operate from the same truth.
  • Run a live-chat motion that converts small-business buyers into revenue, tracking conversion, deal value, and attributed ARR.
  • Deliver executive reporting that surfaces trends, risks, and opportunities in ways leaders can act on quickly.
Calendly · Product Specialist → Support Operations SpecialistNov 2020 — May 2025
4 promotions in 5 years

Grew from frontline support into operational ownership during a high-growth chapter, building credibility through customer problem-solving, escalation leadership, reporting depth, and process design.

  • Helped stabilize quality during 120%+ headcount growth while supporting onboarding, enablement, and incident response.
  • Built Jira-based escalation and bug-tracking structures that made product collaboration more predictable.
  • Created reporting across 15+ datasets and became a go-to partner for executive escalations and urgent support coordination.
L’OCCITANE Group · Luxury retail leadership and regional operationsMiramar Beach · Atlanta · New York · May 2017 — Apr 2020
Grew from ASM to NA ops support

Led and supported customer experience and operations in premium retail where service standards, team coaching, and commercial outcomes were all visible every day.

  • Grew from Assistant Store Manager to Flagship General Manager and then to Retail Operations Specialist covering 230+ boutiques across the US and Canada.
  • Increased NPS by 47% in six months at the Buckhead flagship through service framework redesign and talent development.
  • Reduced supply and contract costs by more than 30% while supporting operational compliance and performance across North America.
Wyndham, Starbucks, 30A Company, NCR · Frontline and foundational leadershipPanama City Beach · Santa Rosa Beach · Greater Atlanta · 2014 — 2018
Legacy tech, hospitality, scrappy retail

Built instincts that still matter: composure with difficult customers, urgency under pressure, brand awareness, sales accountability, and respect for the people closest to the customer.

  • Coordinated production schedules at NCR in a legacy-tech manufacturing environment where timing and throughput protected SLAs.
  • Owned complex guest escalations and service recovery at a 25‑story beachfront resort for Wyndham.
  • Learned pace, polish, and merchandising at Starbucks and The 30A Company in high-traffic coastal retail.
Best next chapter

Where this background actually helps.

Ideal environments

Companies where customer experience is expected to do more than answer tickets. Places where leadership wants stronger service quality, better cross-functional alignment, clearer operating rhythms, credible reporting, and a CX organization that can influence the business without losing the human side of the work.

Growth-stage SaaS Service-led brands Multi-location customer businesses Teams needing operational maturity Executives who expect customer insight at the table

What you are really hiring

A leader who can walk into complexity, learn fast, earn trust, sharpen the experience for both customers and teams, and build the connective tissue that helps the whole function perform better.

I bring executive presence without disconnect, systems thinking without rigidity, and service standards without losing warmth.

Connect

For recruiters, hiring managers, and smart people building strong teams.

Quick read

Customer experience leader whose background spans legacy tech, hospitality, tourism retail, French luxury retail, and high-growth SaaS. I know how to coach teams, improve service quality, support revenue goals, partner cross-functionally, and bring order to complexity in ways customers and employees actually feel.