Work with key executives and teams to create better customer experiences and drive for improved efficiencies at every customer touch point. I bring customer understanding and empathy through creating personas, journey maps, as well as overseeing interactions with our Customer Advisory Boards. I hold monthly meetings and structure Focus Groups which help drive new product strategies and Customer Experiences initiatives.

I interface with both front-end and back-end development SCRUM teams to bring feature requirements and customer understanding for SoftPro's next generation product offerings. I leverage my 16 years of customer understanding and industry experience to ensure that the products as well as the experiences those technologies create, are inline with what customers need and want. To be able to serve and provide for your customer you must understand and know them. I have a true passion and empathy for those that work in the Title, Closing & Escrow Industry that drives me to provide the best technologies available.

Oversaw the strategic vision for the Solutions Center during one of the most important regulatory changes in the industry. While supporting customers through the CFPB regulatory changes my team was able to maintain excellent customer service ratings of 95% and higher, resolve over 110,000 cases and upgrade more than 7,000 organizations to the latest CFPB supported software release.

Perform both on-site and/or live interactive trainings to both internal and external customers. Develop specialized training and implementation plans with customers and internal departments and provide Support through the pre and post implementation process. Review and maintain training materials and documentation. Create and communicate training schedules with clients, training department coordinator and department manager. Coordinate training initiative from beginning to end with strong emphasis on Instructor--‐led training, ongoing review, assessment, and tailor each session to the customer’s particular needs. Stay current on functionalities/new features of software products.