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I'm a driven, people-centric leader, with 10+ years of professional experience offering strategic vision and expertise in customer service best practices, customer experience strategy, system optimization, CRM implementation, and change management. I engage cross functional teams to define, measure, and deliver superior service levels and overall customer satisfaction - creating direction and vision for post-sales support that consistently delivers CSAT levels of 95% - far beyond industry benchmarks.
Never settling for the status-quo, I have proven success in implementing meaningful and impactful changes to remove inefficiencies for the team, department, and company. I am constantly fueled by the desire to provide brand experiences beyond those in the industry. I've been able to utilize my obsession with technology to increase efficiency, and I’m addicted to the rush of problem solving.
By streamlining the experience for the customer through multiple strategic channels - Voice, Social Media & Forums, Email & Web Requests, Live Chat, SMS & Instant Messaging - I have been able to "meet the customer where they are" and provide a more modern and omni-channel customer experience.
SKILLS: Customer experience, strategy development and execution, data analysis, employee engagement, cross functional collaboration, process improvement, process efficiency, project management, cost savings, culture transformation, coaching, interpersonal skills, management, leadership, report development and presentation, new product introduction, Zendesk, Netsuite, Microsoft AX, hands-on experience in all above.