Executive / Mom / Fitness Coach
I’m a strategic, innovative, results-oriented professional with leadership acumen and seasoned expertise in customer insight/experience management, operations, marketing, training programs, data-driven solutions, and service delivery. I have a diverse background in Fortune 500 corporation and entrepreneurial environments developing customer-centric plans focused on best practices leveraging lean Six Sigma and change management to implement systemic improvements to further client relations, CRM, and customer service while driving engagement and a higher experience.
Some of my notable career contributions include leading initiatives in a Vice President of Customer and Employee Experience role for a growing entrepreneurship where I reduced the number of conversations per customer by 50%+ during my first year of onboarding with YOY incremental improvement that exceeded set targets and goals for elevating the customer experience. In addition, As an Associate Director of Program Management at a large telecommunications business, I drove $20M+ in annual cost savings by leveraging Voice-of-Customer data and Voice-of-Employee for innovation and ideation to create new customer experiences and approaches that included digital transformation and automation.
I have advanced expertise in analyzing, developing, and launching strategic plans to revamp disjointed and ineffective customer experience and service delivery structures through digital transformation, streamlining departments, or migration from a legacy setup to trending AI/system tech tools that improve efficiency, reduce cost, and uphold a positive image for the business.