Devon Westerholm Email & Phone Number

Alameda, Ca, Us

Seattle, Washington, Us

Provide consulting services in Customer Experience, service delivery, product management, UX design, and Journey Design improvement to drive customer success.

Santa Clara, California, Us

Led a team of 100+ IT Engineers, Product Managers, and UX Designers to transform the digital support journey and boost technical support case deflection from 47% to 61%, streamline support processes. Led initiatives such as modernizing code stack, optimizing customer service systems and Voice of the Customer (VOC) tooling, resulting in increased customer satisfaction, loyalty, and successful NPI market launches of over 150 products. Transformed custom software significantly enhanced the Customer Support Portal's self-solve capabilities >90%, reduced key product activation steps by 78%.

San Francisco, California, Us

Successfully spearheaded initiatives at Dropbox to enhance customer centricity, establishing a Customer Experience Management Practice and implementing a closed-loop learning system feeding insights from support to product teams – improving company-wide NPS by 7%. Led the creation of a comprehensive customer journey map and orchestrated competitive benchmarking exercises, facilitating a deeper understanding of customer perceptions and driving strategic alignment across the organization.

Contact Center Weekly (CCW) - 2019 "Best Practices in creating dynamic Customer Journey Maps"Chief Customer Officer Conference - 2018 "Paving the way to successful customer management strategies with talent management"Next Generation Customer Experience (NGCX) - 2016 "Fostering Partner Relationships that Align with your Customer Experience Goals and Brand Vision"Customer Care Executive Forum - 2016 "Creating the actively managed branded experience"Next Generation Customer Experience (NGCX) - 2017 "Operationalizing Customer Experience Excellence"

Richmond, California, Us

Led a comprehensive transformation program at SunPower, refining the customer journey through Voice of the Customer insights and innovative metrics. This resulted in an 18-point increase in Customer Health NPS and drove loyalty and revenue growth through referrals. Spearheaded the design and execution of the residential customer experience strategy, achieving a remarkable 24-point improvement in onsite installation NPS and a 47-point enhancement in call center CSAT performance, while also generating multi-million-dollar business prospects in the B2B segment. Revolutionized SunPower's customer experience discipline by instituting control point enhancements and leading indicators, leveraging closed-loop mechanisms to transform detractors into loyal advocates. This led to a 48-point improvement in Internal Sales NPS and $1M revenue attainment solely through NPS customer recovery efforts, while also achieving a notable 6-point improvement in dealer NPS and enhancing VOC learning.

San Jose, Ca, Us

Senior Program Manager - Customer Experience (April 2011 – April 2012)Support Operations Program Manager - Customer Experience (May 2010 – April 2011)Support Operations Business Analyst - Customer Experience (Sept 2005 – May 2010)Technical Support Engineer (March 1999 – Sept 2005)Established Adobe's inaugural Customer Experience practice, catalyzing a lasting cultural transformation and focusing on a Customer Experience-centric approach. Led the acclaimed 2011 Customer Immersion Program, recognized by Forrester, and achieved a 98% improvement in CSAT scores through the development of a Voice of the Customer program and performance monitoring. Implemented strategic improvements across call types, resulting in millions of dollars in savings, and directed call center operations to enhance the overall customer experience through service audits, quality metrics, and usability tests. Delivered tier 3 technical support to Adobe's diverse clientele, including audio/video production studios and industry professionals, while also serving as a liaison between customers and the development team, overseeing bug reports, escalations, and content revision for product enhancement.

•Identified and secured locations for the fifth and final season of Emmy award winning kids science show; Bill Nye the Science Guy.

Work Towards Ms In Management

Bachelors Of Arts, Film