“Improve the experience and everybody wins.”-Dharmesh Shah. I love digging into problems and solving customer pain points. I cherish seeing folks on my team grow and flourish. This is what makes me tick and I’ve been lucky to do both over 15+ years leading some amazing customer experience teams. My mission is to make the difference that gets a customer to go ‘WOW’ and fall and stay in love with a brand, in turn helping that business stand out and grow.Customer service was in my blood even as a teenager working in a clothes store. I diligently ensured everything was always folded in size order (it’s frustrating spending ages trying to find your size right!). I followed my calling holding customer-centric roles in support, onboarding, adoption, and growth. What I learned on my journey though, is it's not just about getting a customer from A to B, it’s about their experience on that journey. You can bring customers in the door but to build lasting relationships and grow your brand you must provide a great experience at every touchpoint. So, I’ve focused on bettering experiences across the journey like product learning and adoption, self-service, in-app help, and customer feedback. Here’s a little of what I’ve learned and my approach:Sometimes You Need To Color Outside The Lines Or Push The Envelope✸My managers say my tenacity is a strength. Colleagues tell me I'm forward-thinking and intuitive (could be living/breathing customers). I like the challenge of turning a no into a yes and taking calculated risks if a new strategy will make a positive impact. ✅Two such wins: Built the first Salesforce in-app chatbot leading to 100% ↑ in engagement MoM, 21% trial conversion rate. Pioneered a cross-functional in-app experiment strategy which saw a 25% ↑ in feature usage, 18X ↑ YoY in monthly learners.I Can Successfully Lead, Build, And Scale Teams. To Do Great Things I Need An Incredible Group Of People Behind Me Working As One✸To me the employee experience is equally vital to the customer one. My greatest compliment; is being told I’m one of the most caring managers to work for and I’ve inspired folks to push themselves, be their best, and grow.✅ Doing great things: At Salesforce we consistently exceeded targets averaging 3.72/4 CSAT, < 2hrs TTFR (Support), and 4.8/5 CSAT (Adoption).Interested in learning more? Let's connect!SKILLS: Customer Experience Methodology, Strategy, Execution | Customer Engagement, Success, Retention | Team Leadership, Building, Development | Cross-Functional Partnership | Data-Driven Insights, Metrics, Solutions