Charlene Foley, Mha, Ccxp Email & Phone Number

Durham, Nc, Us

Built from decades of hands-on leadership and expertise, SEE Me CX is a Customer Experience (CX) firm to create exceptional customer experiences for its clients and the customers they serve.Success, Ease, and Emotion (SEE) occurs with every customer touchpoint with a brand. SEE Me CX helps its clients build an ongoing, measurable approach to deliver on their customer promise with each and every customer interaction.

Raleigh, Nc, Us

At CCU, I built on my CX Management experience by wrapping perception data into predictive models to inform personalized engagement - a first-of-its-kind implementation in the Credit Union space. Prepared and led a multi-year initiative to modernize technologies and processes for integrated and personalized omni-channel (digital channels, contact center service channels, retail/branch, marketing channels) member engagement. Ensured all data dimensions (member, customer, industry) were combined for Data Scientists to apply AI and other predictive machine learning models that constantly measured and improved while driving performance across member growth, member loyalty, and member participation. Created and led the Customer Experience Management practice including member-centricity culture programs, CX design across a variety of member-facing projects, journey mapping with identified pain points, omni-channel perception learning and measurement, and daily closed looped member outreach. All work ensured company goals across employee engagement, member ease, and member loyalty were met or exceeded each quarter.

Chapel Hill, North Carolina, Us

Hearful provides consumer brands with product-experience (PX) insights from millions of compiled customer product reviews, blogs and social media posts. Hearful's PX actionable insights allow brands and retailers to effectively optimize products, increase demand planning accuracy, mitigate product quality issues and more. As CCO, I was responsible for client management, client deliverables, new sales, product development, strategic partnerships, and investment opportunities for Hearful's Product Experience solution. Hearful is provided as a Data-as-a-Service, Software-as-a-Service, or Managed Service for it customers across several industries.

Durham, Nc, Us

Customer Experience Management, Strategic Vision, and Voice of Customer: Lead CX team, defining strategic vision, direction, and goals. Develop monthly voice of customer (VOC) report to gauge progress. Data Collection and Customer Data: Collect customer data from over 30 sources across the company to serve as the authoritative voice of the customer. Cross-functional Coordination and Survey Management: Lead survey strategy, collaborating with cross-functional teams to implement a survey governance structure to decrease survey fatigue and improve sentiment data and analysis. Customer Experience Analysis and Public Speaking: Present CX reports and rationale in over 100 talks in the past 18 months, serving more than 5,000 employees, as well as senior leadership. Governance Development and Metrics: Created and facilitated a bi-monthly CX governance group (consisting of 10 vice presidents, senior vice presidents, and directors from core business areas), which helped shape enterprise-wide projects and improve CX metric measurement. Omni-Channel Marketing, Cross-functional Team Leadership, Expense Reduction: Led cross-functional team, expanding the company’s multi-channel marketing strategy to omni-channel maturity, creating an expected 10–20% reduction in operating expenses. Stakeholder Analysis: Performed internal stakeholder analysis, assessing gap in CX support. Closed gap, increasing understanding for over 60% of stakeholders in the past year. Customer Journey Mapping and Training: Completed the company's first compilation of journey maps for each of the 3 major market segments (Individual, Medicare, Group) and trained 10 business areas to understand and use them. Adoption of mapping is estimated to result in a 15–30% reduction of hassles over the next 3 years.

Durham, Nc, Us

Customer Engagement, Marketing, Healthcare Marketing, and Team Management: Oversaw 13 direct reports on 3 teams (customer engagement campaigns, marketing/sales events, and marketing for the Medicare and multicultural segments).Sales and Renewal Retention: Increased sales and renewals for the Medicare segment by 10% year over year. Strategy Implementation: Researched CX methodologies and began implementation of first CX discipline for the company, maturing the practice to warrant elevation to a core strategic focus.Marketing Event Planning: Transformed 5 annual marketing events and an agent incentive trip, yielding post-event evaluations that averaged a score of 4.8 out to 5. Organizing Meetings and Communication: Initiated a monthly collaboration meeting among several key business areas responsible for the Medicare segment, providing more frequent, transparent, and constructive conversations and decisions. Communications Planning: Built out a CX communications plan to reach all 4,000+ employees, as well as sub-groups that began educating the company.

Durham, Nc, Us

Strategic Corporate Philanthropy: Determined strategic funding and alignment with nonprofits throughout North Carolina, supporting the company’s corporate philanthropy focus areas. Fundraising: Led annual employee giving campaign, increasing participation by 10% and raising 14% more for local non-profits.Community Relations Management: For a statewide health initiative, led a team of over 30 staff and managed a $2M budget for 12 statewide community events. Won internal recognition award for leadership.

Durham, Nc, Us

Constructed goals with business owners to create the enterprise strategy for annual planning. Fostered internal relationships to help advance actionable plans for company and departmental goals.Supported CEO and CIO for BCBS Association committees by researching and preparing internal status reports on select initiatives and topics relevant to committee agendas.Performed due diligence and created relationships with external businesses and vendors in pursuit of strategic partnerships. Analyzed business opportunities for M&A or investment purposes.

Durham, Nc, Us

Created customized worksite wellness programs for a client base of over 25 employer groups. Provided a hands-on relationship at worksites resulting in a closer client relationship with management and members.

Durham, Nc, Us

Managed team of Business Systems Analysts within the Operations division to provide technical support for a BCBS Association system for transferring claims and provider information across the Blues plans.

Durham, Nc, Us

Managed accreditation program through oversight of auditors, vendors and analyst staff. Determined deadlines and priorities and monitored performance standards.SAS programmer and analyst supporting clients through preparation and presentation of group utilization studies and account-specific requests for key clients.

Mha, Healthcare Administration

Bs, Health Promotion, Statistics