Anna Collier Email & Phone Number

Miami, Fl, Us

Miami, Florida, United States

Miami, Florida, United States

Strategic advisor and advocate for clients, assuring value realization by enabling clients to achieve their business objectives via superior CX / EX program maturity and impact. • Launched first CSM strategy for Medallia's Latin American region, focusing on account health measurement, value realization, churn reduction, program growth. • Lead LatAm Customer Success team: Recruit and develop talent. Motivate team via consistent strategy, clear deliverables & ownership, training & tools, sense of connection within team and overall ecosystem.• Generate synergies and strong working-relationships with internal audiences to support customer and LatAm ecosystem (sales, professional services, products, partners, engineers, architects, content, marketing).• Develop client onboarding and value realization best practices for LatAm region, in addition to account-specific strategic engagement roadmaps. Lead creation and/or translation of client-facing content into Spanish & Portuguese.• Ideated, implemented, grew and currently co-lead Medallia’s first client Thought Leadership communities in LatAm (500+ community members).• Certified in: Medallia Product Certification (MPC), 2022; CX Professional, 2021; OCEM, 2018

Miami

• Led the development, adoption and continuous evolution of a state-of-the-art regional customer experience management methodology for Millicom (Tigo).• Mapped customer journeys (‘as is’ and ‘to be’) for use in regional business transformation projects and local continuous improvement.• Selected, implemented and led adoption of Medallia SaaS platform across 9 operations simultaneously; currently providing visibility of CX interactions at 34 touchpoints and 11 contact channels, along 12 customer journeys and 5 levels of granularity, and receiving 250k+ textual responses monthly.

Miami/Fort Lauderdale Area

• Developed and implemented regional customer experience strategy for corporate business unit. • Managed customer experience from the regional level for the corporate business units in Latin America, including churn management, retention policies, customer satisfaction, customer loyalty, voice of the customer, moments of truth, channel and service differentiation, and learning and development.

Miami/Fort Lauderdale Area

• Managed training program for Tigo Business LatAm. 500+ people in 6 countries enrolled.• Responsible for curricula development, course selection and creation, internal program marketing efforts, program impact dashboard, external vendor negotiations for in-person modules, and program implementation and maintenance.

New York, Ny

• Led AFS organizations in creation of standardized trainings, generating strategic alliances with ministries and external organizations, and improving AFS cross-organization collaboration.• Developed, with 9-person team, recruited for and implemented 4-level 100hr network-wide training program to develop intercultural competence (cultural awareness, conflict resolution, adaptability) in AFS staff, volunteers. 2000+ people across 36 AFS organizations currently enrolled. • Analyzed cultural characteristics and norms of countries with AFS presence, then adapted educational materials, trainings and strategy direction according to specific cultural needs.

New York, Ny

• Investigated AFS network regarding access to educational materials and internal intercultural competence. Identified weaknesses and developed solutions that could be met via a network-wide digital database.• Managed development and maintenance of digital database. Negotiated savings of $US 20K on development of database with external IT programmers.

Valdivia, Chile

• Designed objectives and structure for a new four-year undergraduate major as part of a 3-person team.• Developed and taught 18 original semester courses.• Created evaluation system for new major.

Master Of Business Administration (Mba), Gmat 730

Activities and Societies: Co-president of Latin American Business Club

Master Of Arts (Ma), Intercultural Relations, 4.0/4.0

Thesis: Shared Native Language, Different National Cultures: An Exploratory Study of Assumptions about Communication Styles among.

Bachelor Of Arts (Ba), Foreign Languages, Linguistics And Education, 3.9/4.0

Teaching Certificate: French, German, Spanish, Teaching English as a Second Language (TESL), Bilingual Education