Better Business Bureau
Vice President of Operations
Areas of Expertise:
Customer Experience Strategy, Customer-Focused Innovation, Customer First Culture, Principles of Customer Relationship Building, Accelerate & Improve Decisions with Data
Chelsea Ellis serves as vice president of operations for Better Business Bureau (BBB) serving the Heart of Texas. Her responsibilities include overseeing BBB’s operations teams, which includes divisions focused on customer engagement, resolutions and data integrity.
Through these teams, BBB provides consultative business support and resources to tackle current and future business challenges. These teams provide customized, ongoing support to ensure accredited businesses understand and utilize their BBB benefits. Chelsea’s expertise includes developing strong, cohesive teams focused on building strong relationships with customers, peers, government agencies, industry groups and employees.
Chelsea’s BBB career began in 2008 and has primarily included operations roles including customer-facing services, customer retention and employee development. She has served in her current role since February 2017.
BBB received an Outstanding BBB Award at the 2018 International Assembly of Better Business Bureaus for a retention project. The project focused on the development of a centralized communication strategy to support BBB Accredited Businesses.
Chelsea has served as one of eight BBB experts internationally who provides customer service to other BBB professionals through an internal BBB Live Chat feature. This role allows her the opportunity to help other BBBs tackle emerging challenges, implement new operational ideas, or address unique customer-related issues in real time. Chelsea also serves as a mentor to other BBB professionals and on virtual teams designed to assist BBB at the national level for various projects.
In 2020, Chelsea served on an internal team that implemented a partnership with the City of Austin to collect, review, score and distribute dollars to small businesses and nonprofits that applied for grants funded by the federal CARES Act. BBB staff served as case managers, consulting with small businesses and charities applying for the grant.