As a resourceful and driven professional, I have extensive experience in navigating customer experience initiatives across manufacturing and insurance sectors that enhance retention.Being skillful at achieving corporate objectives, I have utilized insights to foster continuous improvement and optimize business processes. I hold a proven track record of conducting executive reviews and governing projects that elevate customer satisfaction and loyalty.My expertise lies in efficiently employing Agile methodologies to streamline operations and team collaboration. As an influential leader, I have led process advancements while leveraging customer feedback to refine products and services.A few of my career highlights include: • Brought a 75% reduction in case count at Porex Corporation through business rule optimization in Salesforce, resulting in a drop in response time from seven days to one day.• Utilized lean principles in partnership with a cross-functional team of 15, attaining a 92% decrease in waste while amplifying on-time delivery to 100%.• Achieved a monthly transactional NPS increase of over 20 points at UPS Capital and improved survey response rates by more than five points through targeted data structuring.• Supervised support teams across the US, Canada, Europe, and Asia while setting up standards for Voice of Customer and service excellence to gather and analyze customer feedback. “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” — Steve J.