ABOUT ME
Hello! I’m Dr. Karl Smith, a seasoned professional in the realm of customer experience and program management. With a passion for creating engaging and impactful experiences, I've dedicated my career to enhancing the quality of life and satisfaction of those I serve. My journey in this field is marked by innovation, leadership, and a deep commitment to excellence.
As the current Director of Resident Experience at Cortland, I've honed my expertise in developing and managing comprehensive programs that significantly improve customer satisfaction and brand loyalty. My role involves end-to-end ownership of customer experience initiatives, where I have successfully driven the company’s recognition as a certified “Great Place to Work”. Managing a project budget of $1.5M, I have effectively mapped customer journeys from prospect acquisition to retention, identifying key areas for improvement and implementing strategic solutions.
My approach is data-driven and people-focused, which has enabled me to create industry-first wellness programs like Elevate by Cortland. These initiatives not only boosted our Kingsley scores year-over-year but also played a crucial role in enhancing customer loyalty, as evidenced by the 75% of residents who cited these programs as a reason for lease renewal.
My career began over 20 years ago as the Event Manager at the Armory Track and Field Center in NYC which paved the way for participation in the management of opening ceremonies for the Salt Lake City Winter Olympics and Paralympics. This early experience has imbued me with a unique perspective on event management and customer engagement, both in local and international arenas.
My educational background includes a Doctorate of Health Education from A T Still University, a Master's in Exercise Science and Health Promotion from California University of Pennsylvania, and a Bachelor's in Industrial-Organizational Psychology from the University of Connecticut. Complementing my academic achievements are my certifications in Data Science for Business from Harvard Business School Online and a Diversity, Equity, and Inclusion in the Workplace Certificate from USF Professional Education Online.
I bring a blend of creativity, strategic thinking, and operational expertise to every project I undertake. My goal is to continue evolving and innovating in the field of customer experience, creating environments and programs that not only meet but exceed expectations. Let's connect and explore how we can make your next project a resounding success.