I wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful. I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability. I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. I have shared my skills and competencies across a variety of industries, including by not limited to, Financial Services, Luxury Retail, and Marketing Technology, and have led all to award winning success.
Listed by Huffington Post as one of the most influential customer service leaders.
Specialties:
• Call/Contact Center Management
• Customer Success Management
• Profit & Loss (P&L) Management
• Project & Program Management
• Social Media Support
• Online Community Management
• Outsourcer Relationship Management
• Team Building & Leadership
• Process Redesign & Change Management
• Knowledge Management
• Contact Center Workforce Management